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Unable to create log in using email address.

We are using the free trial of Service Desk as of yesterday.  As a site Adin, I sent invite to a team member.  He received the invitation link in his email but is unable to use his email address to create login credentials.  he gets message - e-mail address cannot be my user name.  Please advise.  Thanks.

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Hello @Anil Raswant,

Welcome to Atlassian Community!

Checking the details of your site, I can see that there are 3 agents already (including you) and all of the emails are Atlassian account.

Can you please check if they can log in on

Can you also share with us a screenshot of the error message? Just make sure to hide private information.

I'm asking for the screenshot to understand where it's showing the error message because I didn't find similar issues with this exact same message.


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