Resolve email conflicts, duplicate accounts, and invitation issues

You may have an email conflict or duplicate account if you: 

• Receive an "Account already exists" message. 
• Have more than one account. 
• Can't join your company. 
• Need to change the email on your account. 
• Aren't receiving invitation or login emails.

This guide explains how to resolve these common issues.

• I’m getting “account already exists” when signing up
• I accidentally created multiple accounts
• My account is tied to the wrong email
• I can't join my company
• I’m not receiving invitation or login emails

I’m getting “account already exists” when signing up

What’s happening: An account already exists with that email.

What to do:

1. Enter your email on the login page. 
2. If your screen looks like the following screenshot:
   • Click "Forget your password?". 
   • Reset your password. 
   • Log in. 
     
     
     
     If your screen doesn't look like the above, your account is connected to your Autodesk ID. The Autodesk ID portal will open. Click "Next". 
     
     
      
3. Click “Forgot password?”.
   
   
4. Reset your password.
5. Log in. 

Important: Do not create a new account with a different email unless necessary. This creates duplicates.

I accidentally created multiple accounts

What’s happening: You have duplicate accounts under different emails or the same email via SSO and manual signup.

Can I fix this myself? 
No, account merging must be done by support. 

What to do:

Contact support and include:

• All email addresses used 
• Which account you want to keep 

• Company name (if applicable) 

  

My account is tied to the wrong email

What's happening: You may have the wrong email associated with your account if:

• Your account is using an old work email.
• There is a typo in the email.
• You no longer have access to that inbox. 

Can I fix this myself?

• If you can still log in, you can update the email in your profile. See How to update the email address on your account.
• If you can't access the account, contact support.

What to do: 

If you can't access the account, contact support with:

• Old email 
• New email 
• Company name 
• Any project or bid details (if relevant) 

I can’t join my company

What’s happening: Your email is linked to an account, but the account isn't linked to your company.

Try this first:

1. Log in with your email.
2. Click on the building icon in the left menu. 
   
   
    
3. Check the company name in the header. 

What to do:

If the company is incorrect, contact support with: 

• Email associated with your account
• Name of the company you work for
• Company address or other details that help identify your company

I’m not receiving invitation or login emails

This is often related to email delivery issues.

Try this first: 

• Check spam/junk folders 
• Search for “BuildingConnected” 
• Add to safe sender list

What to do:

If you can't find the invitation or login emails, contact support with:

• Email address(es) 
• Company name 
• A description of the troubleshooting steps you've already tried, such as checking your spam folder or adding BuildingConnected to your safe sender list.