Troubleshooting Workspace Errors

Overview

When managing your workspace in Reach Reporting, you may occasionally encounter error messages that prevent you from completing certain actions. This article covers the most common workspace-related errors and provides step-by-step solutions to resolve them.

Error: "User must be a client or not exist already"

This error appears when you're trying to add a user to your workspace, but the system detects a conflict with their existing status in Reach Reporting.

Solution:

There are two possible scenarios causing this error:

Scenario 1: The person already exists as a Client

In the workspace, navigate to the company they're associated with and click "Manage Clients"
Check if the person appears in the client portal list
If they're listed as a Client, you'll need to change their status from Client to User
Only the workspace owner can make this change
Click the gear icon next to their name and select "Change to User"

For detailed instructions on switching between Client and User status, visit our article on how to change User to Client or Client to User.

Scenario 2: The person was removed before accepting their invite

If the person doesn't appear in the client portal, they may have been removed before accepting their original invitation
Add the person back to the client portal first by clicking "Manage Clients" and sending a new invitation
Once they accept the client portal invitation, you can then change their status from Client to User using the steps above

Note: A user cannot be added directly to the workspace if they have any pending or unaccepted invitations in the system.

Error: "It seems like the user is already subscribed to another workspace"

This error occurs when you're attempting to transfer workspace ownership to someone who already owns or is subscribed to a different workspace in Reach Reporting.

Why this happens:

Each user can only be the primary owner of one workspace at a time. If the person you're trying to make the new workspace owner already has another workspace, the system will prevent the transfer to avoid conflicts.

Solution:

The user who will become the new workspace owner must delete all other workspaces they currently own or are subscribed to before the ownership transfer can be completed.

Steps to resolve:

Contact the person who will become the new workspace owner
Ask them to log into Reach Reporting and navigate to their existing workspace(s)
They should delete any workspaces they currently own using the gear icon in the upper right-hand corner
Once all other workspaces are deleted, you can proceed with transferring ownership

For detailed instructions on transferring workspace ownership, visit our article on how to change workspace owner.

Important: Before deleting a workspace, make sure all important data, reports, and company connections have been backed up or transferred to another workspace. Deletion is permanent and cannot be undone.

Additional Resources

For more information about managing workspaces and team members, check out these related articles:

Contact Support

If you continue to experience issues after following these troubleshooting steps, please contact our support team via the chat feature or email us at support@reachreporting.com. When reaching out, please include:

The exact error message you're receiving
Screenshots of the error (if possible)
The email addresses of the users involved
Any steps you've already taken to resolve the issue

Our support team is here to help you get your workspace set up correctly and resolve any access issues quickly.

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