User Added as a Client Error

Understanding the Error

When attempting to add a new user to your workspace, you may encounter an error message stating that the user was added as a client. This typically occurs when the user was previously sent an invitation to the Client Portal but hasn't accepted it yet, or their client invitation was removed before they could respond.

This error prevents you from adding them as a workspace user because Reach Reporting recognizes that their email address is already associated with your workspace as a client, rather than as a team member.

How to Fix This Issue

Follow these steps to resolve the error and successfully add the user to your workspace:

Check for Existing Client Invitations

First, you'll need to verify whether the user has a pending client invitation:

From your workspace home page, click on the company where you're trying to add the user
Select "Manage Clients" from the options
Look through the list of clients to see if the user's email address appears there

Alternatively, you can check from the Client Portal:

Navigate to the Client Portal for the company
Click "Manage/Preview Clients"
Check if the user appears in the client list

If Pending Invite Exists: Resend the Invitation

If you see the user listed as a client with a pending invitation:

Click the gear icon next to their name
Select "Resend Invite"
Inform the user to check their email and accept the client portal invitation
Once they've accepted the invitation, check out this Knowledge Center article for how to Change User to Client or Client to User

This will convert their account from a client to a workspace user, allowing them to create and edit reports and dashboards.

If No Pending Invite Found: Send a New Invitation

If you don't see a pending invitation for the user, the original invite was likely removed before they could accept it. In this case:

From the "Manage Clients" screen, click "Invite New Client"
Enter the user's email address
Assign them to the appropriate folder access
Send the invitation
Have the user accept the client portal invitation from their email
Once accepted, check out this Knowledge Center article for how to Change User to Client or Client to User

Important Notes

A user cannot exist as both a client and a workspace member simultaneously in Reach Reporting
Always check the Manage Clients section before attempting to add someone as a workspace user
If you're the workspace owner, you can also check workspace members by clicking the gear icon in the upper right corner and selecting "Workspace Members"
The option to change a client to a user will only appear if the client has accepted their original invitation

Still Need Help?

If you continue to experience issues after following these steps, please contact our support team. You can reach us by:

Using the chat feature in the lower right corner of the Reach Reporting application
Emailing us at support@reachreporting.com

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