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"Phone number already in use" — moving from a free trial to your agency account

If you see a "phone number must be unique" or "phone number already in use" error when signing up under your department, it usually means that phone number is already tied to an existing TRULEO account — most often a personal free trial you started earlier. This article explains why it happens and how to get onto your agency account.

Why this happens

Each TRULEO account is linked to a unique phone number. If you already created a free trial account with your phone number, that number can't be reused to create a second account — including the account your department is setting up for you. The fix is to move your existing account onto your agency's organization rather than create a new one.

What to do

  1. Do not create a second account or use a different phone number — this splits your history across two logins.
  2. Contact TRULEO support at support@truleo.co (or use Chat with Support inside the app via TruAssist).
  3. Tell us: the phone number on the error, the email on your existing trial account, and the name of the agency/organization you're joining.
  4. TRULEO migrates your existing account into your agency's organization. Your login stays the same — you keep your phone number, and any cases you already uploaded come with you.

What to expect after migration

  • You sign in with the same credentials you already use.
  • Your account now sits under your agency's organization, with the correct roles and permissions.
  • Any free-trial limits are replaced by your department's plan.

Best practices

  • If you tried TRULEO on your own first, mention that when your department onboards you — it lets us migrate instead of duplicate.
  • Use your work email when joining an agency account so support can match you quickly.
  • One person, one account — avoid creating a new login just to clear the error.