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  • 1.  UNABLE TO REUSE EMAIL OF DELETED USER

    Posted 10-21-2025 05:13
    Edited by Marisa Grasso 10-21-2025 05:13

    Hi all,

    We've noticed that when a user is deleted in Genesys Cloud, attempting to recreate a new user with the API with the same email address a few days later results in an error stating that the username/email already exists.

    We would like to understand:

    1. How long does Genesys Cloud retain deleted user data that blocks the reuse of the same email address?

    2. Is there a "quarantine" period before an email can be reused?

    3. Are there any recommended procedures to safely recreate a deleted user without having to manually change the email in Google Directory (this is where our users info is stored)?

    Any guidance on the expected behavior and best practices in this scenario would be greatly appreciated.

    Thanks in advance!


    #PlatformAPI

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    Marisa Grasso
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  • 2.  RE: UNABLE TO REUSE EMAIL OF DELETED USER

    Posted 10-21-2025 08:06

    Hi Marisa,

    Did you checked the deleted users list? When a user is deleted, it moves to this list.

    Once you find the e-mail you need, you can change the state do Active and change user's information if needed.



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    Debora Lopes
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  • 3.  RE: UNABLE TO REUSE EMAIL OF DELETED USER

    Posted 10-21-2025 08:33

    Thank you Debora. 

    Does this mean that the Genesys users are never deleted permanently? That they are kept as "deleted" and by only changing their state to Active, the user is reactivated as if it was never deleted?

    Thank you



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    Marisa Grasso
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    Original Message


  • 4.  RE: UNABLE TO REUSE EMAIL OF DELETED USER

    Posted 10-21-2025 08:42
    Edited by Debora Lopes 10-21-2025 08:43

    There is no mention in the documentation about keeping agents in deleted state for a period before permanently deleted. 

    But yes, you can set state do Active and reconfigure the roles and others informations you need after that.

    https://help.mypurecloud.com/faqs/what-happens-when-i-delete-a-users-account/



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    Debora Lopes
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    Original Message


  • 5.  RE: UNABLE TO REUSE EMAIL OF DELETED USER

    Posted 10-22-2025 06:41
    Edited by Brian Jones 10-22-2025 06:41

    To further underscore Debora's note, this has been a topic of debate for others as well. Here is a similar community post from 2020 along with a couple Idea (enhancement requests) for such a feature since then:



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    Brian T. Jones | Ascension | Senior Specialist - Technology
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    Original Message


  • 6.  RE: UNABLE TO REUSE EMAIL OF DELETED USER

    Posted 10-23-2025 07:26

    Hi Marisa,

    I had a similar problem once. I had to create the new user with a fake email adress and open a case for Genesys support. They fixed it.

    Best regards
    Christoph



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    Christoph Domaschke
    Produktmanager Kunden-Dialog-Center
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  • 7.  RE: UNABLE TO REUSE EMAIL OF DELETED USER

    Posted 04-28-2026 15:23

    Quando tive esse problema, reativei o user excluido e mudei o email dele para um inexistente, assim me permitiu criar outro.



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    Eduardo Hubner
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