If the Backoffice tells you an account already exists but you can't find it in your list, the username is already used by an account that you can't see or can't edit.
Why this happens
The account also has rights for other companies. It appears in your Read-only tab, and you can't edit it.
The account only has rights at another station. It doesn't appear in your list at all.
For the rules that decide which accounts you can see, see I cannot find a user in the Backoffice, what should I do?
What you can do
Create a new account with a different username, for example name.surname2 or name.surname.nce. You will be able to manage this account yourself. See How to create an AGOA user in the Backoffice.
Ask us to add your station's access to the existing account. The user keeps one account, but it stays read-only for you. Contact our support team at [email protected] with the username and the airport and airline to add.