I have a constituent who is trying to respond to an Action Alert, but they're receiving an error that says "This email address is already being used by an existing account. Specify another email address." when they submit the alert.
Why is this happening and what can I tell them so they can respond to the alert?
This error can occur when a constituent is logged in to an existing Constituent360 account and then responds to an action alert using a different email address associated with another existing Constituent360account different than the one they're currently logged in as.
For an example, if John Doe is logged under an existing Constituent360 account with the email address "email@example.com" and then fills out the alert but provides a different email, "firstname.lastname@example.org", that's already associated with another Constituent360 account, John would receive this error.
To be able to take the alert with the preferred email address without receiving this error, the constituent should log out or log into the Constituent360 account associated with the preferred email address.
If you would like to adjust the wording of the error, please Contact Support and provide this article number (101249).