# Unable to Delete a User's Extension

Symptom: You are unable to delete a user's extension.

Sample Error Message: "Failed to delete DN: 20004 (FourTwo,FourTwo) on ICP: Tenant04 (10.40.190.29). (ICP Error: Cannot delete phone service 20004 because it is configured as the primary phone service for <i>FourTwo FourTwo</i>. Users with multiple phones must have their primary phone changed from 20004 before the delete is possible.) The approximate system time on the ICP is: 19:03:28 on 2014/Mar/07." .

Cause: You cannot delete the primary phone service from a user who has multiple phones. One of the phones, must be assigned as the primary phone.

Corrective Action: Log into the MiVoice Business system administration tool and change the primary phone to one of the user's other extensions. Then delete the extension.

Parent topic: Troubleshoot