F-Secure Known Issue: "A user with this email address already exists in OneID"
This knowledgebase article explains why orders for F-Secure are failing to provision.
If you place a change order for your active F-Secure customer, the order might fail with the message:
"A user with this email address already exists in OneID".
or after resubmitting this order you get a different error:
"Error code 3510: Trying to create account, but account with name [name_#####] already exists."
Cause / failure reason
The issue is caused by change in behavior on the F-Secure portal side. In the past it would allow you to use the same e-mail address on multiple customer accounts. A recent change now disallows the re-use of the same e-mail address, or make changes to your active subscription before you use a unique e-mail address.
Workaround / Solution
To resolve the issue you will have to cancel the F-Secure subscription and order it again with the desired number of resources/licenses. Keep in mind that the license key will be renewed. Current installations of F-Secure will have to be renewed with the new license key.
Step 1 (of 3): Cancel failed F-secure order
Go in the reseller control panel to 'Customers'
Find the customer and click on the customer (do not click on 'Action' button)
Go to tab 'Orders'
Click on the order with status 'Provisioning Failed'
Double check this is a 'F-Secure' order
Click on button 'Cancel order'
Step 2 (of 3): Change email address
Go to control panel of the Customer
Go to tab 'Account'
Click on 'Admins'
Click user with lowest ID (is first created admin)
Click on button 'Edit'
Change the email address to something unique. This email address wil be used at F-secure.
Click on button 'Save'
Step 3 (of 3): Submit new F-secure order
Now you can create a new F-secure Order (How to order F-secure)