When scheduling a session, if you see an error like, "You cannot have more than one Contact named..." (example below):
There are a few possibilities.
Using Edge: Browser autofill covers SecureVideo's autofill
If you are using the Edge browser and have autofill enabled, you may be selecting the contact name from your browser's autofill instead of SecureVideo's. This will make SecureVideo treat the contact as if you are trying to create a new contact. Please use the "x" on the browser autofill to close it, and select the contact name from the SecureVideo autofill.
Using Firefox: Browser autofill covers SecureVideo's autofill
If you are using the Firefox browser and have autofill enabled, you may be selecting the contact name from your browser's autofill instead of SecureVideo's. This will make SecureVideo treat the contact as if you are trying to create a new contact. Please click on a blank spot on SecureVideo's autofill to dismiss Firefox's, and then you can select the contact name from SecureVideo's autofill as normal.
Using Chrome: Ignore browser autofill
If you are using the Chrome browser and have autofill enabled, you may be selecting the contact name from your browser's autofill instead of SecureVideo's. Chrome's autofill only partially covers SecureVideo's autofill, so please be sure not to click on it.
Same name as archived contact
If you have invited this person before, but archived their contact record, their name will no longer appear in the autofill, but you will not be able to create another contact with the same name. To use the original record again, please see this support article to unarchive: Contacts: how to archive/unarchive a contact
This article was last reviewed by our Support team on September 27, 2024.
