Troubleshooting Configuration Errors While Adding a User

If you encounter a Configuration Error while inviting or adding a user in Zoho Assist, verify the following:

1. License Limitations

You may have reached the maximum number of users allowed in your current plan.

Next Steps

1. Go to Subscription.
2. Check the number of available user licenses.
3. Upgrade your plan or remove unused users to free up licenses.

2. Role Permissions

Ensure that your subscription plan supports the role you are assigning to the user.

For example, if your subscription includes Unattended Access only, assigning a role with Remote Support privileges may result in a configuration error.

Next Steps

• Assign a role that matches your subscription capabilities.
• Edit an existing role or create a custom role with appropriate permissions if required.

3. Data Center Mismatch

This issue occurs when the inviter and invitee accounts belong to different Zoho data centers.

Next Steps

1. Ensure the user you are inviting belongs to the same Zoho data center as your organization.
2. Verify the data center of the invitee’s Zoho account.
3. Ask the user to sign up in the same data center as your organization.

Additional Checks

1. User Invitation Status

Invitation Already Sent

An invitation may have already been sent to the user and could still be pending acceptance, or the invite link may have expired.

Next Steps

1. Navigate to Settings > Organization > Manage Users.
2. Under the Users tab, check the Pending Invitations section for the user’s email address.
3. Resend the invitation if it has expired, or ask the user to accept the existing invitation.

User Already Exists in the Organization

The user may have already been added to your organization.

Next Steps

1. Navigate to Settings > Organization > Manage Users.
2. Under the Users tab, search for the user’s email address.

2. Email Address Checks

If you encounter errors while adding or inviting a user, verify the email address entered for the user.

Invalid Email

• The email address is entered in an incorrect format (for example: dsaad!13&@gmail.com).
• The email address contains the + character.

Next Steps

Verify that the email address is entered in a valid format.

Duplicate Entry

This issue occurs when the same email address is entered more than once during user invitation (especially in bulk invitations).

Next Steps

Ensure each user email address is unique before sending the invitation.

If you are still unable to add a user after completing the above checks, contact the Zoho Assist support team at support@zohoassist.com.