Error: 'User [Email Address] could not be converted. Contact support for assistance' when Trying to Convert Free Users in Control Hub

ISSUE
Administrators may encounter an error message stating "User [Email Address] could not be converted. Contact support for assistance" when attempting to convert free users to a customer organization in Cisco Webex Control Hub while using the Cisco Directory Connector for directory synchronization.

RESOLUTION

To avoid this issue, it is recommended to convert all accounts from the consumer organization to the customer organization before enabling directory synchronization. Conducting dry runs to validate the outcome is also advised before performing a live synchronization.

Steps to Convert Free Webex Users in a Directory Synchronized Organization

Temporarily disable the directory synchronization from the Cisco Directory Connector to prevent conflicts during the conversion process.
Follow the procedure to convert unlicensed users in Cisco Webex Control Hub to migrate users from the free consumer organization to the enterprise organization. This will add the user to your organization, and they will appear in Cisco Webex Control Hub.
Ensure that there are matching users in Active Directory for any recently-converted users before re-enabling synchronization. Use a Dry Run sync to verify that there are no unmatched users.
On the Cisco Directory Connector, execute a dry run synchronization. Upon completion, check the Add Objects tab to confirm that any users you converted are not marked for deletion.

Caution: It is crucial to perform a dry run before re-enabling synchronization to ensure that any converted user accounts appear in Active Directory. If synchronization is turned on and accounts only reside in Cisco Webex Control Hub, the Directory Connector may delete converted users with mismatching email addresses due to case sensitivity.

Once you are certain that the next synchronization will not remove any accounts, you can safely re-enable directory synchronization from the Cisco Directory Connector.

Note: Converted user accounts are not activated automatically if a domain has not been verified. For instance, if you enabled the auto-assign license template and then turned on Cisco Directory Connector without domain verification, converted users will remain inactive in the cloud backend until they confirm their email addresses.

For detailed guidance, refer to the Deployment Guide for Cisco Directory Connector.

By following these steps, administrators should be able to successfully convert free user accounts to their company organization without encountering the conversion error in Cisco Webex Control Hub.

CAUSE
This error occurs when a synchronized account has a matching email address in the consumer (free) organization, preventing the email address from being added to the customer organization. The Cisco Directory Connector's Event Log will display the error message indicating that the user could not be converted and suggests contacting support for assistance. The Directory Connector is designed to add or remove users, not for converting accounts from free to paid organizations.

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