User Management FAQ’s

1 min read

Question: Admin encounters the error “EmailAddress already exists in the account” while creating a user in his account.

Answer: We cannot create a new LeadSquared user with the same email address of another user which is either in the active or inactive state of the same of different account. If the user is trying to create a user with the same address, the existing user has to be deactivated and made obsolete. Kindly refer to the following document that will guide you with the same. https://help.leadsquared.com/faqscan-i-create-a-new-user-account-with-email-address-of-a-deactivated-user/

Question: Admin encounters the error “Unable to send reset link as LeadSquared is not your authentication provider” while trying to reset the password.

RCA: This error message is encountered when the authentication provider is a third party, like Google Authenticator, AD FS, etc.

Solution: In order to resolve this, you will need to disable the third party authentication provider
and then reset the password.

Question: Why the phone number is not being masked for New Incoming leads in the agent Pop up even though the phone is masked via permission template?

Solution: This is an expected behavior in the Old UI. Permission template doesn’t not apply on new leads in Leadsquared. If client wants to mask the phone number on new leads then we can move the tenant to New UI and Post that we can ask our telephony team to enable the setting to mask phone number for unknown/new leads.

Question: Billing user unable to view the manage subscription page.

Solution: This is happening because the manage subscriptions toggle is not enabled in TM settings. Kindly ask billings to enable the manage subscriptions toggle.

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Updated on March 5, 2024