“Invalid email address” Error Message

If you encounter an “invalid email address” error message, it’s typically due to one of the following reasons:

1. The Email Address Is Already in Use

Email addresses serve as unique identifiers for every account in the system. If the email you enter is already associated with another advisor or household, the software will display an error.

Common scenarios include:

• Advisor account conflict: This often occurs when an advisor tries to assign a household user the same email address they used to create their own account. In these cases, we recommend using a personal or alternative email address for the household user.
• Client overlap across advisors: Sometimes, a client may have previously worked with a different advisor and still has an active client portal under that advisor’s account. In these situations, we suggest either:
  • Using a different email address for the client, or
  • Having the client contact their previous advisor to delete the household or remove the email from the existing account.

2. Typos or Formatting Errors

The error may also appear due to simple mistakes in the email format. Common issues include:

• Extra spaces before or after the email
• Missing “@” symbol
• Incorrect domain formatting (e.g., “.com”)