This error occurs because every client in Smartr365 must have a unique email address. The system uses the email address as a unique identifier, so two clients cannot share the same email.
Common causes
Same email on both applicants -- If you entered the same email address for both Client 1 and Client 2, the system will reject the second client.
Email already exists -- The email address you are entering for the second applicant may already be linked to another client record in Smartr365.
How to resolve it
Ensure each applicant has a different email address entered.
If the second client does not have their own email address, you can enter a temporary placeholder email (e.g. client2.tempXYZ@placeholder.com) and update it later once you have their correct email.
If the error persists, search Smartr365 for the email address to check whether a client record already exists. If it does, you may need to use the existing record rather than creating a new one.
Updating a temporary email later
To update a client's email address after the case has been created, open the case, go to the client's details in the Fact Find, and update the email field. This will not affect the case or joint application link.