If a registrant sees "Email Address is not valid," "Email is currently in use," or "A registration already exists with this email address. Please log in to your existing registration rather than creating a new registration," the email address they entered is already on another profile or registration. Your form's email uniqueness setting decides whether that's allowed.

Check your form's setting

1. Go to Plan > Forms and edit the form.
2. Select Registrant Details, then scroll to Other Options.
3. Choose the email uniqueness option that fits your event, then Save. The Email not unique box below the options holds the message registrants see, and you can change it.
   

What each option does

• Do not enforce email uniqueness: anyone can use any email address. This also allows duplicate registrations.
• Enforce email uniqueness within this event: blocks a second registration with the same email in this event only. People who registered for other events can still register here.
• Enforce email uniqueness within this account: blocks a new profile if that email is already on any profile in your account, for any event. This is the one that most often stops returning attendees.

Let returning attendees log in

If you keep uniqueness on, add an entry section to the form so people can log in with their existing details (username and password, or last name and email). Then tell them to log in instead of starting a new registration.

FAQ

The same person has two registrations in the same event. How do I fix that?

Certain can't merge registrations. Pick the one to keep, copy over anything you need from the other (like answers or sessions), then set the extra registration's status to Cancelled.

The same person has two profiles in my account. How do I fix that?

Certain can't merge profiles. Go to Profiles, find both, move over anything you need to the one you're keeping, then delete the extra profile. Profiles are deleted one at a time. If you'd rather keep the extra profile, clear its Email field instead, so it no longer blocks the email address. If people log in with a username, change the extra profile's Username to something no one will use (for example, add -donotuse at the end), since Username can't be left blank. Once you change it, the old username no longer logs in to that profile, so make sure the person uses the profile you kept. If the person needs to register in this event and both profiles have valid registrations in other events, you can also switch the form to Enforce email uniqueness within this event, so the form only checks this event.

I have a lot of duplicate profiles. Can Certain clean them up?

If many duplicates came in at once, for example from an import or an integration, contact Certain Support with the event and a few example email addresses. Support reviews bulk cleanups with our technical team case by case. For one or two duplicates, use the steps above.

The message says to use the format 'user@domain.com'.

That one is different. The address has a typo or a missing part, like no @ or no domain. Have the registrant check what they typed.

A colleague used my email to test the form.

Test registrations still count. With email uniqueness on, a registration marked as Test still blocks a new registration with the same email, even after the event goes live. Use a different test email address for each test (some email services let you add +test to your address, like name+test1@company.com). If someone already tested with your email, open that test profile and clear its Email field. Email isn't required on a profile, so it can stay blank, and the real person can then register. If your form uses usernames, change the test profile's Username too. Username is required, so add something no one will use, like -donotuse at the end.

Next step: Check the form's email uniqueness setting under Registrant Details.