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Resolving "Unable to Save Subscriber" Error Due to Alias and UserID Conflict

Overview

The error "Unable to save subscriber. Alias alias_name is already in use as a UserID" occurs when there is a conflict between an alias and a UserID within the same tenant. This issue was identified as a desynchronization between the KBS Portal and the backend systems, requiring intervention from the SaaS engineering team. The solution involved ensuring that aliases and UserIDs are unique across the tenant by either changing the alias or updating the UserID.

Solution

Follow these steps to resolve the error:

  1. Identify the Conflict:
    • Check the subscriber list in your Kandy Business portal.
    • Identify if the alias alias_name is being used as a UserID for another subscriber.
  2. Option 1 - Change the Alias:
    • Navigate to Subscribers > Quick List.
    • Select the subscriber.
    • Change the alias from alias_name to a unique value not used as any UserID in the tenant.
    • Save the changes.
  3. Option 2 - Update the UserID:
    • Select the subscriber.
    • Change the UserID to a unique value.
    • Update any associated devices or applications to use the new UserID.
    • Save the changes.
  4. Verify Resolution:
    • Attempt to update the subscriber details again.
    • Confirm that the error message no longer appears.

Recommendation: To prevent similar issues, avoid using numeric-only alias values as UserIDs. Adopt a consistent format by adding an alphabet prefix to UserIDs (e.g., x8302, u8302) to ensure uniqueness.

Frequently Asked Questions

1. How do I know if this error applies to my situation?
You'll see the error message "Unable to save subscriber. Alias alias_name is already in use as a UserID" when attempting to update subscriber details if there is a conflict between an alias and a UserID within the same tenant.
2. What should I do if I encounter this error?
You can resolve the error by either changing the alias to a unique value or updating the UserID of the conflicting subscriber to ensure uniqueness across the tenant.
3. How can I prevent this issue in the future?
Avoid using numeric-only alias values as UserIDs. Instead, use a consistent format with an alphabet prefix (e.g., x8302, u8302) to ensure uniqueness across both aliases and UserIDs.
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  1. Priyanka Bhotika

  2. Posted
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