This error occurs when an email address has previously been used for a CM Mobile account within another agency or view. Although a new user account may have been created, CM Mobile remains associated with the original account, preventing the new account from being linked.
This is because CM Mobile uses the email address as part of the account association process. If the email address has previously been linked to another CM Mobile account, the system will recognise it as already in use — even if the original account belongs to a different agency or view.
To resolve this:
Create a new user account for the care worker.
Use an email address that has not previously been associated with a CM Mobile account.
Assign CM Mobile to the new user account.
Complete the account setup as normal.
📌 Note: Each CM Mobile user account must be associated with a unique email address. If your organisation operates across multiple agencies or views, separate user accounts and unique email addresses may be required for each CM Mobile profile.
If you require further assistance, raise a new case online and reference the title of this article.