Cannot change account email address

[Dave101]

Hopefully someone has seen this.  I am trying to change the email address on one of our accounts.  When I change the email it comes back with a message saying the email is already in use.  I have been through the list of users and there is nothing with that email address.  Has anyone encountered this before?

[Frank_TB]

Perhaps the email was used to set up a zoom account outside of your organization?

[willjoe]

How to change the sign-in email
Sign in to the Zoom web portal.
In the navigation menu, click Profile.
Under Sign In, click Edit next to Sign-In Email.
Enter the new email address. ...
Enter your password (for accounts with work email sign-in method).
Click Save Changes.

Regards,

Will

[EdPloy]

Following this process, receive "Email <email address> has already been used."

[EdPloy]

I resolved this by adding the user manually (Users > Add Users). The user was added under "Pending," the email was sent, and when the user completed the steps in the email, I deleted the old user, which gave me the option to transfer all data to the new user email.