Email Passwordless Connection "The specified new email already exists" for Inexistent Email Address upon Updating Profile

Knowledge Articles
1

Problem statement

An end-user tried to update the email address, and the tenant threw the error:

The specified new email already exists.

However, the new/desired email address does not appear in the user search results.

Symptoms

Tenant log:

{
  "date": "2024-03-25T16:01:04.177Z",
  "type": "fce",
  "description": "The specified new email already exists",
  "connection": "email",
  "connection_id": "xxx",
  "client_id": "xxx",
  "client_name": "All Applications",
  "ip": "xxx",
  "user_agent": "Other 0.0.0 / Other 0.0.0",
  "details": {
    "body": {
      "tenant": "xxx",
      "client_id": "xxx",
      "user_id": "xxx",
      "connection": "email",
      "email": "old_email@example.com",
      "newEmail": "new_email@example.com",
      "verify": false,
      "email_verified": false
    },
    "authentication_methods": [
      "email"
    ]
  },
  "user_id": "auth0|xxx",
  "user_name": "old_email@example.com",
  "strategy": "email",
  "strategy_type": "passwordless",
  "$event_schema": {
    "version": "1.0.0"
  },
  "log_id": "xxx",
  "_id": "xxx",
  "isMobile": false
}

Solution

  1. Reach out to the Support Center.
  2. Ask the end-user to complete the sign-up flow. Then, the account should become active and visible from the dashboard. It can then be deleted using Management API.