If when adding a user the below error message appears it could be for a couple of reasons.
The email is not valid - make sure that the user’s email address is correct and active
The account may already be added to your Collins admin. If an email address has been added but not attached to a venue group, depending on your User access it may not show in the user list. You will need to ask a User with full access to ‘all venues’ on the account and all ‘booking manager’ permissions to log in to their User list > search for the email address > add relevant venue access & permissions > Save. Please see the different permissions explained here.
If you are part of a single venue (not part of a group) and think you should have full access, please contact us directly at email@example.com