An email can belong to only one account in NextKick. When you or a family enter an email that already has an account, NextKick says it's already in use, for example This email is already in use by another user. This guide explains the usual causes and how to fix each one.
How emails work in NextKick
Each email belongs to one account.
Families share one email. Siblings are linked as family members under that email.
To add a sibling, add them to the family. Don't create a new profile with the same email.
Each location is its own school. An email used at one school or location can't be added at another.
A staff email works at only one location. To add the same person at another location, use a different email there.
Find your situation
What you see | Why it happens | What to do |
You add a sibling with the parent's email | The family already has an account with that email. | Add the sibling to the family. On the current student's profile, click the pencil icon next to Family Members, then Actions → Add new member. See How to Manage a Member's Profile and Family. |
You add someone at your school, but you can't find them in Accounts → Profiles | They already have a profile, but a filter hides it. For example, their status is Former Member, Inactive or Lead. | Clear the Status filter and search again (see the steps below). Then use their existing profile. |
A family signs up on a Membership Registration or Event Registration form with an email that's already in NextKick | The family already has an account at your school. | Ask them to use that same email and verify it. The sign-up is added to the existing student. |
A family can't submit a Lead Capture form | Lead Capture forms only accept people who are new to your school. | Send them a Membership Registration or Event Registration form instead. See Why Can't a Family Submit My Form? |
The email is used at another school or at another of your locations | Each location is its own school. You can't change an account at another school or location from yours. | Contact NextKick support through live chat or at [email protected]. Our team resolves it for you. Moving a student between your own locations? See Can I Transfer a Student Between School Locations? |
You add a staff member, and their email is already in use | A staff email works at only one location. The email may already be used by a staff account at another of your locations. | Add them at this location with a different email. Each location has its own staff and Access Control settings. Not sure where the email is used? Contact NextKick support through live chat or at [email protected]. |
Find a hidden profile at your school
Go to Accounts → Profiles.
Click Status and check Select All, or uncheck every status. When no status is checked, the list shows everyone.
Clear any other filters too, such as Membership, Tag, Rank or More Filter.
Search for the person in Search by member name.
Open their profile and work from there. For example, add a new membership for a returning student.
Tip: To learn what each status means, see Member Statuses, Explained.
FAQ
Can two family members use the same email?
Yes, when they're linked as family members. Siblings share the family's email and app login. Add them through Family Members on the profile, not as a new profile. See How to Add or Remove a Sibling on a Family Membership.
I found two profiles for the same person. Can I merge them?
No. Accounts can't be merged. Keep one profile and delete the other. See Can I Merge Two Accounts?
Can I reuse an email from an old profile at my school?
Usually it's best to keep using the existing profile. If you need the email for a new profile, change the email on the old profile first, or delete it with Manage member → Delete member. Changing the email doesn't cancel the old profile's memberships, and deleting can't be undone.
Can a staff member work at more than one of my locations?
Yes, with a different email at each location. A staff email works at only one location, and each location has its own staff and Access Control settings. Only the owner's Multi-School Admin Login can view and manage every location.