What do I do if I receive an 'email already in use' message when trying to create an External PebblePad account?

When trying to create a new PebblePad account for an external user, you may occasionally get a message informing you that the email address is already being used.

Why does this happen?: This is due to the fact that when students try to share their workbook with a Practice assessor who does not yet have an external account, students will use the option 'share with people' which allows for the recipient to receive a link to a read-only version of their workbook. When doing this, the system creates a 'ghost' account which then prevents us from being able to use that email address to set up the 'real' account. 

Action to take: In this situation, only PebblePad can remove the 'ghost' account from the system. To report this, please email support@pebblepad.com directly with the details of the account that needs to be removed from their system. You can copy the text below for ease:

To PebblePad support, 

When trying to create/update the following external email address ******@NHS**** the system indicates that the email address is already in use. Please can you help?

Many thanks, 

What happens next?: This will create a Support Ticket which can then be tracked. You will receive an update on when this has been resolved so that an external email address can be used to create a new account.