Contents
Overview
User management in Betterworks allows you to:
- Create accounts for new users.
- Update the accounts of existing users (e.g., manager change, title change, etc.).
- Deactivate the accounts of users who are no longer with your organization.
However, you may encounter errors when trying to carry out these actions. Below are the most common errors and their resolutions.
Errors
Error: You are attempting to create [#] additional users. However, you have [#] available user licenses. No users have been created.
Reason: You have run out of user licenses.
Resolution: Review the row in the file that you are attempting to upload or send and reduce the number of users, deactivate some existing users, or request additional user licenses. You can purchase additional user licenses by contacting your organization's Program Architect, Customer Success Manager, Support Account Manager, or the Betterworks Support Team (support@betterworks.com).
Error: User cannot be their own manager.
Reason: The user's own employee ID or email address is listed in the manager ID (or manager email) field of their entry.
Resolution: Review the row in the file that you are attempting to upload or send and update the values in the manager ID (or manager email) field. If a user is the CEO, president, etc., the fields should be left blank.
Error: Email address is required.
Reason: The user does not have a valid email address in their email field.
Resolution: Review the row in the file that you are attempting to upload or send and add a valid email address in the user's email field. Betterworks relies on the domain at the end of a user's email address to direct them to the correct Betterworks instance. As a result, the domain must be associated with your organization in Betterworks and cannot be shared (e.g., gmail.com, yahoo.com, etc.).
Error: Could not find manager email: [email address].
Reason: The manager assigned to the user does not exist in Betterworks.
Resolution: Add a new row to the file you are attempting to upload or send that contains the manager's information.
Error: Multiple active users cannot share an email address.
Reason: The same email address is assigned to two or more users.
Resolution: Review the row in the file that you are attempting to upload or send and update the email addresses of all applicable users.
Error: Email already taken by employee ID: [#].
Reason: The user has one employee ID in the file you are attempting to upload and a different one in Betterworks. This is often the result of an organization's employee IDs having leading zeros and those leading zeros being dropped.
Resolution: Review the employee_id field in the file you are attempting to upload or send and set the format to "plain text" or enter a single quotation mark before the employee ID (e.g., '00123) to prevent the leading zeros from being dropped.
Error: [domain name] is an invalid domain.
Reason: The domain at the end of the user's email address is not associated with your organization in Betterworks, or the domain is shared (e.g., gmail.com, yahoo.com, etc.).
Resolution: Review the row in the file you are attempting to upload or send and update the user's email address. Or, if the domain should be associated with your organization in Betterworks, reach out to your Program Architect, Customer Success Manager, Support Account Manager, or the Betterworks Support Team (support@betterworks.com) to add the domain to your organization's Betterworks instance.
Error: Row is missing an employee ID.
Reason: The user does not have an employee ID assigned to them in the file you are attempting to upload or send, but they do have an employee ID assigned to them in Betterworks.
Resolution: Review the row in the file you are attempting to upload or send and add an employee ID for the user.
Error: First name cannot be empty.
Reason: There is no value in the first_name field for the row indicated.
Resolution: Review the row in the file you are attempting to upload or send and add a first name for the user.
Error: Last name cannot be empty.
Reason: There is no value in the last_name field for the row indicated.
Resolution: Review the row in the file you are attempting to upload or send and add a last name for the user.
FAQs
My organization uses employee IDs with leading zeros. However, can I prevent those leading zeros from being dropped when uploading or sending a file to Betterworks?
Review the employee_id field in the file you are attempting to upload or send and set the format to "plain text" or enter a single quotation mark before the employee ID (e.g., '00123) to prevent the leading zeros from being dropped.