Unable to invite users

[ichrak_djebrit]

Hello team,

We are facing an issue, possibly a bug. Although our license limit is set to 25 and we currently have only 21 active users, we are unable to add a new one.

Please see the attachments below for more details.

Best regards,

[Prachi Bolar · Accepted solution]

Hello,

Welcome to the community :) 

This generally means you have might using a free product in your instance, which has say max of a certain users that can be added.

So when you are inviting a new user that user is getting access by default to that free product and hence you are unable to invite others.

Please cehck this article : https://confluence.atlassian.com/jirakb/error-inviting-users-to-cloud-site-1116291737.html

Thank You,

Prachi

[ichrak_djebrit]

Hello @Prachi Bolar ,

I've tried the steps mentionned in the link you give me , but its not working, i'm still not able to invite a new user.

PS : we have a limite of 25 users, and we currently have only 23 active users

Any othe suggestions please?

Br.

[Trudy Claspill · Accepted solution]

Hello @ichrak_djebrit 

How have you determined your license limit and how many licenses are consumed? Perhaps more licenses are being consumed than you think.

That information should be available on the billing page in https://admin.atlassian.com

What steps are you executing to invite the user?

[Trudy Claspill]

Hello @ichrak_djebrit 

I see your reply to @Prachi Bolar 

As just another user of the Atlassian products I have no access to your accounts. To help me help you debug this, could you provide a screen image that shows your Billing page with the list of products, licensed users, and subscription plans? Obscure confidential details like URLs for the products.

I'm asking for this so we can see the number of licensed users for each product as per the Atlassian system, and so we can see the plans to consider how that might be affecting the licensed user counts and limits.

[ichrak_djebrit]

Hello @Trudy

Thank your for response, here's the billing details 

The issue is with the Jira product. We have 25 paid licenses, but even after deleting some users, we are still unable to add new ones.

Can you please explain to me what does (20/10) means?

Br.

[Trudy Claspill]

Hello @ichrak_djebrit 

Thank you for that image. That is very helpful.

The two numbers ( 20 / 10 , 2 / 25) indicate the number of users granted licenses (20 and 2) vs. the number of licenses you have purchased for the product (10 and 25).

Atlassian previously sold Jira Software and Jira Work Management as separate products with separate licenses. Starting last year they stopped selling Jira Work Management and Jira Software as separate products and unified them into one single product rebranded simply as Jira. 

You can find FAQs about the process of merging/migrating clients from separate product licenses to one product license here:

https://www.atlassian.com/licensing/jira-work-management

I did not go through that process myself or with any clients, so I don't have any insights into how that actually appears in the Billing pages when the merge has happened.

Regardless, the reason you are running into the problem is because, according to that page, you have purchased only 10 licenses for the Jira product, but have granted licenses to 20 people. You should be able to click on the "20" to go directly to a list of the users who have licenses for Jira.

I don't have an insight as to why your Billing page still shows Jira Work Management as a separate product with 25 licenses purchased.

I have no insight on why your page shows only 10 purchased licenses for Jira (the unified product) when you think you have purchased 25.

In this case you are going to have to work with Atlassian (or the agency through which you purchased your subscription, if it wasn't Atlassian) to get this straightened out, if you believe you are paying for 25 Jira licenses but it shows you only have 10. 

To contact Atlassian Billing and Licensing support, complete the form on this page:

https://www.atlassian.com/company/contact/purchasing-licensing#/