When you add multiple users at once from People Management, you might notice that some users are created while others are left out, even though the upload appears to succeed. This article explains why that happens and how to add the remaining users.
Problem
When you upload a CSV of users through People Management, the upload only creates users whose email domain matches your organization's primary domain. Any user whose email uses a different domain is skipped, even though the upload reports success. The skipped users are returned in a "failed to add" list.
Cause
This is a current limitation of the bulk upload, which is designed to create only the users whose email domain matches your organization's primary (licensed) domain. Users on any other domain are automatically skipped.
For example, if your organization's domain is example.com, a bulk upload adds jordan@example.com but skips jordan@another-example.com.
This most often comes up after a merger or acquisition, when you need to add colleagues who still use a different company's email domain.
Workaround
Choose one of the following options to add users whose email domain differs from your organization's domain:
- Add them individually. In People Management, select Add User and enter each user's details. The single Add User flow does not apply the domain restriction, so it accepts users on a different domain.
- For larger lists, you may use SCIM API or submit a Support request with the names and email addresses, and Support can add them for you in bulk.
Get help
If you need help or have additional questions, submit a Support request.