Team Member Licencing limit cannot be used

Issue

The customer has a number of Licenses per each type (ie. 10 Full Users, 10 Team Members). The issue is: customer sees that there is a space to add another 5 members; however they can't use the full limit because the button is greyed out.

Solution

The Solution has been delivered with two different steps shown below.

Troubleshooting Steps

  • Check how many users are Licensed in EPM
  1. Log into the customer's EPM Live site
  2. Go to Resources > click on Select Columns > Add License Type > Apply
  3. Click on Group By > Add Grouping > License Type > Apply
  4. Now you should have a count of how many users are using each type of License
  5. Compare that to the Licenses the customer should have

 

Check how many Licenses the customer was given by:

  • Log into the Billing Site and click on Users in the EPM Live Menu
  • Do a search for a user of that site
  • Click on View/Edit > Accounts tab 
  • Here you can see the Site the customer belongs to
  • Click on View > License tab
  • You should be able to verify their License details (number of each License type they own)

Update any inactive users and remove their Licenses so that they are cleared for use.

The user can remove unnecessary accounts by:

log into EPM > Profile menu > EPM Live Account Settings > Accounts tab

Alternatively, you can change the site owner from the Billing site to your current user, perform the actions and then return the owner of the site back to the previous user.

To do that, you would need to

  • Log into the Billing Site and click on Users in the EPM Live Menu
  • Do a search for a user of that site
  • Click on View/Edit > Accounts tab 
  • Here you can see the Site the customer belongs to
  • Click on View > Account Information > Change Owner > Select your user > Save

Credits:Radu Vaduva

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