Assist with Customer's Referral Code and Password Issues for POC

Danny K. · 2025-11-11 14:44:43.685543+00

I have a new customer trying to connect via my referral code and getting this error. They have never purchased Clay previously and when he clicks the forgot password he isn't getting any email. Please assist - we are trying to start building out their POC today

Assist with Customer's Referral Code and Password Issues for POC | Clay

Clay Support
APP
·
·
The error suggests an account already exists with that email. Since your customer isn't receiving password reset emails, they likely signed up using Google Authentication previously.
Have them try logging in using "Continue with Google" instead of creating a new account. If they want to switch to password login later, they'll need to speak with a human agent to change their login method.
Clay Support
APP
·
·
Did that answer your question?
Clay Support
APP
·
·
If you still need help resolving the login issue for your customer, I’m here to assist. Would you like to provide more details about what you’re trying to achieve or any other challenges you’re facing?
Danny K.
·
·
Okay - I will have them try this ASAP but might not be until tomorrow
Clay Support
APP
·
·
Perfect! Having them try "Continue with Google" should resolve the issue. If they still encounter problems or want to switch to password login later, they can ask to speak with a human agent who can help change their login method.
Clay Support
APP
·
·
Was that helpful?
Clay Support
APP
·
·
If you need any further assistance with your customer's login issue, please let me know. Would you like to share more details about what you're trying to resolve or any other challenges you might be facing?
Danny K.
·
·
ccooley@kion.io is the user I wanted to see if he had an active Clay environment
Clay Support
APP
·
·
You can check Clay-managed accounts and connections through Settings > Connections, but this shows integration accounts rather than user environments. [1] The available documentation covers workspace connections and account management features. [2]
Are you looking to verify if this user has access to a specific workspace, or are you trying to determine something else about their Clay account status?
Danny K.
·
·
Yes I want to see if that user has access to any workspace
Clay Support
APP
·
·
To check if a user has access to your workspace, go to Settings → Team and look for their email address in the team members list. [1]
If they're not listed there, they don't have access to your workspace. Users can only access workspaces they've been explicitly invited to.
You cannot check if they have access to other workspaces - only workspace admins can see their own team members. [2]
Clay Support
APP
·
·
Was that helpful?
Clay Support
APP
·
·
If you still need help with checking user access or any other issue, I’m here to assist. Would you like to provide more details about what you’re trying to resolve or understand?
Danny K.
·
·
I dont have access to the workspace yet - he is a new user at a customer whose setting their Clay workspace up for the first time and hitting that error. So I wanted to check to ensure he doesn't already have it setup
Clay Support
APP
·
·
You cannot check if someone has an existing Clay workspace from outside their account. Each workspace is independent, and only workspace admins can see their own team members.
Since your customer is getting the "account already exists" error but not receiving password reset emails, they likely signed up using Google Authentication previously. Have them try "Continue with Google" to log in. If they successfully log in this way, they already have a workspace set up.
To create a new workspace, they would need to sign up with a completely different email address. [1]

17 comments