If Greenbeam tells you that your profile doesn't exist or already exists, it's usually because you're accessing a different Greenbeam environment from the one where your account was created, or you're using a different sign-in method than the one originally used.

Check you're using the correct Greenbeam environment

Many organisations have their own Greenbeam environment.

Before trying to sign in or register again:

• If you were invited by your organisation, employer, or training provider, make sure you're using the same Greenbeam link that was provided in your invitation.
• If you're accessing Greenbeam directly, use the appropriate regional platform:
  • UK: https://uk.greenbeam.app
  • Australia: https://greenbeam.app

If your profile doesn't exist

If Greenbeam says your profile doesn't exist:

• Confirm you're using the correct Greenbeam environment.
• Check you're signing in with the same email address you used when your account was created.
• If you normally sign in with Google, LinkedIn, Microsoft, or another single sign-on provider, continue using that same sign-in method rather than entering an email address and password.

If your profile already exists

If you're trying to register and Greenbeam tells you your profile already exists, an account has likely already been created for that email address.

Instead of registering again:

• Confirm you're using the correct Greenbeam environment.
• Sign in using the same login method you originally used.
• If you normally sign in with an email address and password, use the Forgot password option if you can't remember your password.

Your Greenbeam account is linked to both the environment where it was created and the sign-in method you used. Switching to a different environment or using a different login method can cause messages that your profile doesn't exist or already exists.

If you've checked the above and still can't access your account, log a ticket via the Greenbeam ChatBot and include:

• The email address associated with your account.
• Whether you were trying to sign in or register.
• The exact error message you received.
• A screenshot of the error, if possible.