Genesys Cloud - Main

I have a user I'm trying to create but it says the user exists in another organization and cross-linked organizations are not supppported. Weird. But later I thought, what if I tried to add this user during the AWS issue, and the user exists on Genesys DB of our production organization name being used. 

What other organization, we have two org names for our production and development. And I know I didn't make it under the development one. I'm thinking I tried to add the user during the AWS fiasco and it exists in a database I can't access or see.

I cannot see the user in the UI. I did our Genesys support partner ConvergeOne create the user, to which I cannot see the user at all. I will also see if they can look into why I cannot see the added user.

Just didnt know if we had any support folks that could check into it. So, PM me can I can respons with what the org names are and what the user I'm trying to create.

#Unsure/Other

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Aaron Brown
NA
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Hello,

I would suggest to open a ticket with Genesys Cloud Customer Care/Product Support.

We do not have access to customer environments and logs from the forum. Such access is managed via Product Support.

Regards,

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Jerome Saint-Marc
Senior Development Support Engineer
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Original Message:
Sent: 10-21-2025 18:03
From: Aaron Brown
Subject: is there anyone with Genesys support look into an account that's on the DB that I can't see in the UI

I have a user I'm trying to create but it says the user exists in another organization and cross-linked organizations are not supppported. Weird. But later I thought, what if I tried to add this user during the AWS issue, and the user exists on Genesys DB of our production organization name being used. 

What other organization, we have two org names for our production and development. And I know I didn't make it under the development one. I'm thinking I tried to add the user during the AWS fiasco and it exists in a database I can't access or see.

I cannot see the user in the UI. I did our Genesys support partner ConvergeOne create the user, to which I cannot see the user at all. I will also see if they can look into why I cannot see the added user.

Just didnt know if we had any support folks that could check into it. So, PM me can I can respons with what the org names are and what the user I'm trying to create.

#Unsure/Other

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Aaron Brown
NA
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Olá Aaron!

Quando o Genesys Cloud informa que o usuário já existe em outra organização, normalmente se trata de um dos seguintes cenários:

1. O endereço de e-mail já foi usado em outro tenant
   Mesmo que tenha sido uma tentativa não concluída ou um tenant de desenvolvimento, o e-mail fica associado àquela organização.

2. O usuário está marcado como inativo ou pendente no tenant atual
   Ainda assim, o sistema reconhece o vínculo com uma org específica.

3. O usuário foi criado via API ou sincronização externa e não aparece na UI
   Se a criação ocorreu durante uma instabilidade, o registro pode ter ficado incompleto e sem visibilidade na interface.

O que vale verificar antes de abrir ticket:

• Buscar o usuário em Admin > People > Inactive (e também em Pending)
• Conferir se o tenant está com Identity Provider ou Directory Sync configurado, o que pode estar bloqueando o gerenciamento manual
• Validar com o parceiro que fez a criação se houve retorno de erro no endpoint
• Confirmar se este e-mail não está utilizado no Auth Org de outra região

Se o usuário realmente estiver associado a um tenant que você não administra mais ou não consegue acessar, somente o Suporte do Genesys Cloud pode liberar o e-mail para reutilização.

Por isso, concordo com o Jerome: abrir um ticket é o caminho correto neste caso, incluindo no chamado:

• O e-mail do usuário afetado
• Os nomes/IDs das organizações envolvidas
• Quando a criação foi tentada e se havia incidente ativo
• Prints ou logs da tentativa

Com isso o time de suporte consegue verificar diretamente no nível de diretório da plataforma e ajustar o vínculo.

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Fernando Sotto dos Santos
ConsultorVIA VAREJO
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Original Message:
Sent: 10-21-2025 18:03
From: Aaron Brown
Subject: is there anyone with Genesys support look into an account that's on the DB that I can't see in the UI

I have a user I'm trying to create but it says the user exists in another organization and cross-linked organizations are not supppported. Weird. But later I thought, what if I tried to add this user during the AWS issue, and the user exists on Genesys DB of our production organization name being used. 

What other organization, we have two org names for our production and development. And I know I didn't make it under the development one. I'm thinking I tried to add the user during the AWS fiasco and it exists in a database I can't access or see.

I cannot see the user in the UI. I did our Genesys support partner ConvergeOne create the user, to which I cannot see the user at all. I will also see if they can look into why I cannot see the added user.

Just didnt know if we had any support folks that could check into it. So, PM me can I can respons with what the org names are and what the user I'm trying to create.

#Unsure/Other

------------------------------
Aaron Brown
NA
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