3717584 - Error “The user doesn't exist” when changing Login Name letter case in Manage Login Accounts

Although the user is searchable, active, and editable in Manage Login Accounts, an error message is triggered when attempting to update the Login Name by changing only the letter case (for example, from uppercase to lowercase).

When saving the change, the system displays the following error message:

"Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental."

SAP SuccessFactors HCM Suite

1. Access Manage Login Accounts.
2. Search for the user whose login name should be updated.
3. Change the Login Name by modifying only the letter case (for example, from uppercase to lowercase or vice versa).
4. Click OK to save the changes.
5. Observe that the error message is displayed.

The issue occurs because the username is configured as case-insensitive. In Company System and Logo Settings, the option Enable Case-Insensitive Username is enabled.

With this configuration, usernames such as “ABC” and “abc” are treated as identical. Therefore, when only the letter case is changed, the system considers the new value to be the same as the existing one and does not allow the update.

As stated in SAP Help Enabling Case-Insensitive Usernames, once the Enable Case-Insensitive Username option is enabled, the setting becomes grayed out and cannot be disabled.
Due to this system behavior, changing only the letter case of a Login Name directly, when this option is enabled, is not supported.

As a workaround, first change the Login Name to a different temporary value (not only a letter case change). After saving the change, update the Login Name again to the desired value with the correct letter case.

• KBA 2214831 - Enabling Case‑Insensitive Usernames in SuccessFactors: FAQs and Common Issues
• SAP Help Enabling Case-Insensitive Usernames
• KBA 2859043 - Manage Login Accounts tool

The user doesn't exist, Manage Login Accounts, login name, username, case sensitive, case insensitive, case-insensitive username, Enable Case-Insensitive Username, change login name, uppercase, lowercase, login name update error, login name update fails, cannot change username, username case change not working, letter case , KBA , LOD-SF-PLT-MLA , Manage Login Accounts , Problem