Error: 'The value of the field is already used for another resource' When Adding a Phone Number

Overview

When attempting to add a phone number to a user profile in Kayako, you may encounter the error "The value of the field is already used for another resource". This means the phone number is already linked to another user account in your Kayako instance — often a legacy, test, or inactive account.

Resolving this requires admin access to locate the conflicting account and remove the number before it can be reassigned.

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Symptoms

You are likely affected by this issue if:

• You are adding a phone number to a user profile in Kayako
• The number is not currently visible on any active user profile
• Kayako returns the error: "The value of the field is already used for another resource"

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Cause

Kayako enforces uniqueness on phone numbers across all user accounts. If a number was previously added to any account (including test, demo, or deactivated accounts) it cannot be added to a second profile until it is removed from the first.

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Resolution

Note: These steps require admin access to your Kayako instance. If you are an end user, contact your Kayako administrator and share this article with them.

1. Identify the Conflicting Account:
   • Search for the phone number within your user management system.
   • If no results appear, consider checking for hidden or test accounts.
2. Remove the Phone Number from the Conflicting Account:
   • Access the user profile where the number is currently assigned.
   • Remove the phone number from the account.
3. Add the Phone Number to Your Profile:
   • Navigate to your profile settings.
   • Add the phone number to your profile.
4. Verify Resolution:
   • Confirm that the phone number is now successfully added to your profile.
   • Ensure no error messages appear during the process.

Frequently Asked Questions

How do I know if this error applies to my situation?

You'll see the error message "The value of the field is already used for another resource" when trying to add a phone number to your profile in .

What if I can't find the conflicting account?

If the search yields no results, consider checking for hidden or test accounts that may not appear in standard searches. Contact support for assistance if needed.

The error persists after removing the number from the conflicting account. What should I do?

Ensure the number is completely removed from the conflicting account and try adding it again. If the issue continues, contact support with details of the error and steps taken.