This message can appear for the following reasons:

1. If the email address is provided in the error it is the Portal Administrator causing the issue.

• The email address that you are creating a Portal user for already exists as a Firm user for Portal in your account or in another account. Use a different email address for the portal, or if the email address is being used on the Firm side of your Portal account, you can remove it. If the email address is being used for a Firm user on your account, you can also grant the user access to the portal.  To verify this go to clientaxcess.com and click Forgot Password.  Enter the email and the captcha and if you have the other to get a temporary password sent do this and then you can login to see what portal/company this email address is tied to.
• You are trying to create a new profile for a Portal user that already exists under your account number. Use the following article to add an existing Portal user to another portal:  How do I add an existing portal user to a different portal using CCH Axcess™ Portal?

• The email address of the staff was used to create a Portal
• The email address was used on another account number