When the customer team member is already part of another company:
In Rocketlane, a customer user can only belong to one customer company. If you encounter a situation where a user is already part of another company, it is often due to a naming discrepancy (e.g., trying to add Jennifer to "Acme Private Limited" when she is already part of "Acme Pvt. Ltd.").
Merging Duplicate Companies
If the two companies are actually the same, please reach out to us via our chat. Provide the names of the company to be purged and the target company, and we will merge them for you. This process will delete the purged company and transfer all team members and project information to the target company. ( e.g., All data from “Acme Private Limited” would be transferred under “Acme Pvt. Ltd.” and “Acme Private Limited” would be deleted)
Removing Users from Incorrect Companies
If the companies are not the same and the user was mistakenly added to the previous one (e.g., attempting to add Jennifer to "Acme Pvt. Ltd. " but she was mistakenly added to "Acme Global Pvt. Ltd."), let us know the email ID of the customer via our chat. We will remove them from the back end, and you can invite them again to the desired company.
The customer has already been invited or is part of the project but not displayed under the team members section:
Sometimes, when you try to invite a customer, you might receive an error message indicating that the customer is already part of the project. If you cannot see them in the list of Customer team members but can still assign tasks to them within the project, please reach out to us via our chat and provide the email ID of the customer user. We’ll remove them from the back end for you, after which you can send them a new invite (Opening the link in a New Incognito tab is recommended)