Email already associated with another account
If you receive a message saying your email is already associated with another account â or if you are unable to register, complete KYC, or access your card because of an email conflict â this guide explains why it happens and how to resolve it.
Why does this happen?
Each email address can only be registered to one Gnosis App account. If your email was used to create a previous account (for example, a partially completed registration, a test account, or an old Gnosis Pay account), the system will block you from linking it to a new one.
Common situations where this occurs:
You registered with Gnosis Pay and are now trying to create a Gnosis App account with the same email
You started a registration that was never completed and the email is still reserved
A duplicate account was created at some point under the same email
You are trying to link the Gnosis App web dashboard to an existing account but your email is flagged as a conflict
What you should do
Because email conflicts require a manual review of your account in our system, this cannot be resolved through the app alone. Please contact support and include the following:
The email address that is showing the conflict
Whether you have an existing Gnosis Pay or Gnosis App account you want to keep
Any relevant details about when the conflicting account may have been created
Our support team will investigate, identify which account the email belongs to, and â where permitted â either clean up the duplicate or transfer the email to your active account.
Linking your Gnosis App account to the web dashboard
If you are trying to link an existing Gnosis App wallet to the web platform (app.gnosis.io) and encountering errors:
Make sure you are signed in with the same email and passkey you use in the Gnosis mobile app
Confirm your KYC is fully approved before attempting to link
If you have been waiting more than 10 business days for the link to complete, contact support and provide your wallet address so the team can process it manually
How long does resolution take?
Email conflict investigations typically take 1â3 business days. You will be notified via support chat once the issue is resolved and your account is accessible.