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Home > Success Center > Web Help Desk (WHD) > Error: Your support request could not be processed

Error: Your support request could not be processed

Overview

When you approve tickets using email, the following error displays in the console: 

We're sorry, your E-Mail address was not recognized by the helpdesk, so your request for support could not be submitted.

Environment

Web Help Desk 11.x  and 12.x

Cause 

Duplicate client account. 

Resolution

Delete the duplicate account. 

  1. Log in to Web Help Desk as an administrator.
  2. Click Clients in the toolbar.
  3. Search for a client account with an email address.
  4. If a duplicate does not exist, add a filter to the search:
    Inactive-Yes
  5. Delete the duplicate inactive account. 

 

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