3733592 - Groupware Error: "ISA-024: This Microsoft Exchange account is already registered. Please specify another account."

When attempting to register an Exchange account to a new tenant, the error appears: "ISA-024: This Microsoft Exchange account is already registered. Please specify another account."

• SAP Cloud for Customer
• SAP Sales Cloud V2
• SAP Service Cloud V2

In the SAP Cloud for Customer: 

1. Open E-mail Integration Work Center
2. Navigate to the Groupware Settings
3. Select the "Users" tab
4. Look for the affected user and select it
5. Go to Email Configuration tab and attempt to connect/enable the mailbox
6. Observe error "ISA-024: This Microsoft Exchange account is already registered. Please specify another account."

In the SAP Sales and Service V2: 

1. Go to the System Settings > All Settings
2. Open Groupware and navigate to the "Users" tab
3. Look for the affected user and select it
4. Go to Email Configuration tab and attempt to connect/enable the mailbox
5. Observe error "ISA-024: This Microsoft Exchange account is already registered. Please specify another account."

The user that is facing the issue has the same e-mail configured in a different tenant.
The system only allows one e-mail connect to a groupware at a time. This means that it's possible to sign in with an e-mail that is already in use by other tenant. The e-mail must be unique.

Maintain the user (inside Groupware configuration) only for the tenant which the Add-In/Sync will be used.
In case the user was configured in one tenant and now needs to be used in another one e.g the configuration was primary made for Test, but now the user will user Prod, follow the steps below:

In the tenant which the user will no longer be used:

1.  Go to the Groupware > User
2. In the list find the user affected and click on the three dots
3. Select "Clean Identity"
4. Click on the three dots again, and select "Force Delete" (Remove the Add-In if applied).

In the tenant where the user needs to be configured:

1. Go the the Groupware > User 
2. In the list find the user affected and click on the three dots
3. Select "Clean Identity"
4. Click to open the user and navigate to the "E-mail Configuration" tab
5. Connect the e-mail
   > In case the error persist, return to the list, click on the three dots and "Force Delete"; navigate to "Provisioning", find the user and reprovision it. Then, repeat the steps 4 and 5.
6. If applicable, in the list find the user affected and click on the three dots and click to Install Add-In

ISA-024, Groupware, Add-In, user, e-mail, connection, clean identity, configuration, sync, Outlook, Exchange, registered , KBA , CEC-CRM-GW , Groupware for SAP Sales/Service Cloud , LOD-CRM-GW-SCC , Invisible CRM - Smart Cloud Connect Solution , Problem

SAP Cloud for Customer core applications all versions ; SAP Sales Cloud and SAP Service Cloud Version 2 all versions