Error: Role change from [role] to [role] is not allowed in register users flow

Summary:This is expected behavior, not a system issue. It means the person is already in Cove under a different role in a different site. You can resolve it yourself in under a minute — no need to contact Support.

Why this happens: A user record in Cove is global. If someone already exists at another site or under another role, the add-user flow won't silently change their role.

How to resolve:

1. Note the role named in the error — that's the role this person already holds. This example shows the user already in the system as a tenant admin: 

   

2. Re-add the user, selecting that role. (in the example, you would select tenant admin)
3. When the "User Already Exists" prompt appears, select Confirm. This links the existing record to your site; it does not create a duplicate or overwrite their details.