If you see an error saying a user already exists, that user is likely inactive. This article explains how to reactivate them instead of adding a duplicate.
Overview
When attempting to add a user and receive an "already exists in SubBase" message, it means the email address is already tied to your company but the user is inactive.
Reactivating restores access and ensures the user appears correctly across projects, orders, and notifications.
Who Can Do This
This article applies to Admins or Purchaser roles only.
User management actions like adding, deactivating, reactivating, or replacing users are role-based. If you do not see these options, your role does not include user management access.
Steps to Reactivate a User
Follow these steps to restore access for an inactive user.
Step 1: From the blue navigation bar, click your User Profile menu (your name) and select Company Settings.
Step 2: Open the Users tab.
Step 3: Use the Filter option to view Inactive Users.
Step 4: Locate the user by name or email address.
Step 5: Click the three-dot menu next to the user and select Reactivate.
Step 6: Confirm the action when prompted.
Once reactivated, the user moves from Inactive to Active and can access the platform again.
After Reactivating a User
After reactivation:
The user can log in to SubBase.
The user appears in selection lists for Projects, Orders, and Watchers.
Existing history and associations remain intact.
Best Practice: Ask the user to reset their password before logging in if they have not accessed SubBase recently.
Troubleshooting
The user cannot log in after reactivation
Have the user reset their password.
Go to the SubBase login page.
Click Forgot Password.
Follow the password reset instructions sent by email.
If the issue continues, contact SubBase support through the Help option in the User Profile menu.