In this article:
You'll get an 'Email already taken' message when an email address is already in use by an existing Fullscript account and can't be used again. It's not uncommon for users to have multiple accounts on Fullscript — whether you're a patient with multiple healthcare practitioners, you're a practitioner yourself and see another provider for care, or you're a practitioner or staff member operating under multiple dispensaries.
The following email use conditions apply to Fullscript accounts:
- Patients can have multiple accounts linked with a single email address.
- Once accounts are created, they can't be linked with another account (i.e., merged).
- Practitioner and staff accounts can't be linked with a single email address; a unique email address must be used for each practitioner or staff account.
- A practitioner can share the same email with a patient account, but the practitioner account needs to be created first.
If you continue to experience trouble signing in or signing up after going through the troubleshooting tips detailed below, please send us a support request. Our Customer Success team will be happy to assist you.
Freeing up a previously used email address to sign up
If you find that you have an existing Fullscript account using the email you'd like to use for your new account, you can change the email on the existing account to 'free' it and use it for your new one. See changing a patient account email or changing a practitioner account email to learn more. If you can't remember your password, select Forgot password? from the login screen to trigger a password reset email with the next steps. Alternatively, you can use another email address to create a new account.
Note: If you sign in to Fullscript with your Google account, reset your Google password.
Patient troubleshooting tips
If you receive an 'Email already taken' message while changing your email address in an existing account, the email address you're attempting to use is already in use by another existing account. Though multiple patient accounts can be linked if using the same email to sign up, accounts can only be linked when they're first created and can't be merged later.
We recommend using an alternate email instead. If you don't have another email, please submit a support request, and our Customer Success team can help.
Note: Accounts will link automatically at the time of sign-up if a compatible account with the same login email already exists. Once created, separate accounts can't be linked (i.e., merged).
Practitioner and staff troubleshooting tips
Error message shown when creating an account or inviting a staff member
You'll get an 'Email already taken' error when trying to create a new dispensary, practitioner, or staff account with an email that's already associated with another account. This may be the result of:
- A patient account sharing that email already exists.
- A practitioner or staff account sharing that email already exists.
Although you can have both a patient and practitioner account under the same email, unfortunately, the practitioner account must be created first. If the patient account was created first, we suggest using a different email for the practitioner account or changing the email on the patient account to free up the email so it can be used for the new account.
Additionally, a single email can only be associated with one practitioner account at a time. Using a new email for the additional practitioner account is suggested to work around this issue.
Tip! If you're creating a new Gmail email address and have a Google account, you can easily create and connect the new email to your existing Google account to keep your accounts in one place. Learn more here.
Error message shown when adding new patients
If you're receiving this error when adding a new patient, please check if another patient (possibly a family member) has already been added to your dispensary with the same email address. An email address can only be added to a dispensary once; each patient needs a unique email address to create their account.
Note: We don't support family accounts that use a single email. If you and another family member(s) share an email, you can continue to share the account jointly.