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This error appears when Maestra blocks a registration or import because the mobile phone number is already attached to another customer profile that grants account access. Maestra refuses to attach the same account-access contact to two profiles so one customer cannot accidentally — or maliciously — gain access to another customer’s account.

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Why the error happens on registration

The error fires when both conditions are true at the point of integration:
  • The Grants account access flag is enabled for the mobile phone field.
  • A new customer tries to register with a phone number that is already tied to an existing profile where that same flag is enabled.
In this state Maestra blocks the second registration to protect customer data. The right response is to tell the end user that an account with this number already exists and to offer the password recovery flow instead of creating a new profile.
“Grants account access” means the contact (phone or email) can be used to log in to the customer’s account. Two profiles cannot share the same account-access contact.

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Why the error happens during file import

A similar error can appear when you import customers from a file:
Customer with email test@example.com is already registered. Enter a different email or use password recovery.
The root cause is the same — a uniqueness conflict on an account-access contact — but the trigger is different. During import, Maestra could not unambiguously identify which existing profile to update, so it tried to create a new one. The new profile collided with the existing profile’s phone (or email), and the import row failed.

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Example

You have a customer in your database:
FieldValue
SiteID100
Mobile phone15551234567 (grants account access)
You import a row with:
FieldValue
SiteID”New” 100
Mobile phone15551234567 (grants account access)
Maestra looks for a profile with the new ID, does not find one, and decides to create a new customer. But the phone number matches an existing profile and is marked as granting account access, so creation is blocked and the import row returns the error.

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How to fix it

1

Confirm the profile already exists

Search Maestra for the phone number. If you find an existing profile with the same number and the Grants account access flag, that is the profile blocking the new registration or import row.
2

For end-user registration, offer password recovery

Update your registration UI to detect this error and prompt the user to recover the password on their existing account instead of registering again.
3

For imports, match on a unique identifier the existing profile already has

Make sure each import row carries an identifier (SiteID, email, or another customer key) that Maestra can use to find and update the existing profile rather than create a new one. If the row should update the existing customer, send the existing SiteID — not a new one.
If you intentionally want a separate profile and the phone number should not grant account access on it, turn off the Grants account access flag for that field at the point of integration before importing.