Each account must be associated with a unique email address, whether it is a client or professional account.
If you try to create an account and the address is already in use by a business account, you will receive one of these error messages.
When trying to create a client
 | When trying to create a professional
 |
Request to release email
INACTIVE professional account
Write to our Hexperts with the name of the person and the email address to be released.
You can then create the account using the released email address.
Example of an inactive account
Example of an inactive account
A customer who mistakenly created a free trial for a professional account.
A customer who previously had a professional or student account, but which has been deactivated.
ACTIVE professional account
When the account is still active, the account owner or a company super administrator must write to us in order to release the email address.
The person will then lose access to this professional account, but you will be able to use the email address to create the new account.
⚠️ ImportantProfessional accounts are linked to the business in which they were created. However, it is still possible to transfer certain information.
To learn more, click here. |
Alternative email
In order to keep all accounts active, you can create the professional under a different email address.
⚠️ Each account (professional and client) must have a unique email address. |
Account disabled
If an account from your company have been deleted, you can ask a Hexpert to reactivate it. This is sometimes possible, although it is not guaranteed.
Further information
For the procedure to add a professional to your business, click here.
To add a colleague or another user to a client file, click here.