Error: Email address can't be added

Each Smartsheet account is associated with one primary email address. That email address cannot be used with another account.

You can associate additional email addresses with an account to facilitate sharing. Learn more in Change the email address used with your Smartsheet account.

If you receive the "already associated…" error described here, you can free up the email address.

• If you’re on a Business plan you can manage email addresses via the API. Learn more here. 
• If you're on an Enterprise plan, learn how to manage your accounts through the Admin Center here.
• Upgrade your plan to Enterprise to manage bulk email domain changes, user merges, and other related tasks.  Learn about upgrade options here.   

To free up an email address:  

This process will take a few minutes. Before you get started, make sure you have access to an email address not in use with any Smartsheet account.

Part 1: Add a third email address to the account from which you want merge sheets

1. Log in to Smartsheet using the email address you were attempting to associate with an account when you received the "...can't add" error message.
2. Select Account > Personal Settings > Profile and select the Manage Email Addresses link.
3. From Manage Email Addresses, select Add Email Address, and add the third email address—the one not currently used anywhere in Smartsheet.
   You’ll receive a “Please check your email inbox…” message.

Part 2: Make the third email address the primary for the account

Now, make the new email address the primary and remove the address you want to merge with the other account.

1. Open the email message with the subject “Smartsheet Account Change Request.”
2. In the message, select the Confirm Email button to accept the invitation to join that email alias to the Smartsheet account.
   You’ll receive a message that reads “Confirmed! The alternate email address <address> has been added to your account.”
3. Select the Launch Smartsheet button to return to your account.
4. In Smartsheet, select Account > Personal Settings > Profile and select the Manage Email Addresses link.
5. From Manage Email Addresses, select Add Email Address, and select Make Primary to make the third address the primary address associated with the account.
   
6. Log out of Smartsheet.

Part 3: Free up the email address you want to use in the other account

Now you've changed the primary address, you can remove the email address you'd like to use in the other account (the account you were using when you received the "can't add..." error message).

1. Log back into Smartsheet, using the third email address as your login.
2. Select Account > Personal Settings > Profile and select Manage Email Addresses.
3. Remove the email address you'd like to use in the other account. (Select the X to the right of the email address.)
4. Log out and then log back into the account you want to use the email address in (the account that you were using when you received the  "can't add..." error).
5. Add the desired email address (Select Account > Personal Settings > Profile and select Manage Email Addresses.)​​

Here’s what you should see when the process is complete: 

• The desired email address is listed in the Manage Email Addresses box of the desired account.
• All items shared to the email address you added are available from the new (target) account.

If you want to transfer ownership of items in the old account so they’re owned by the email address you added, see these articles:

• Change ownership of a sheet, report, or dashboard
• Transfer ownership of a workspace