SAP Knowledge Base Article - Public

2088188 - Manage Users: License Warning - How to Increase License Count - Increase Seats - Platform

Symptom

  • You are over your license limit and need to purchase more seats or need to delete seats no longer being used.
     
     
  • Trying to import users and you get the following error:

    • "Exceeded the number of users. Please contact SF for help" or
       
    • "You have reached your maximum number of users".

Environment

  • BizX Platform

Cause

Resolution

  •  Every client has a subscription level for licences (seats).
     
  • Once a client exceeds license threshold they will be notified. Once a client has exceeded this threshold they have one of 2 options available to them.
     
  • Note: Terminated users are not included in the count of licenses as any user that is listed as inactive.

 

    1. Set some employees as INACTIVE (see solution on how to set users as inactive)

Customer Success will first help a client remove inactive users and clean up data to free up licences. Option 2 should not be taken unless the client agrees that all current ACTIVE users are needed and they want to purchase more seats.

 

   2. Purchase more license via your account manager - This is NOT done via Customer Success and a case should not be opened.

         Note: Customer Success will only send these requests to SuccessCentral once a client has confirmed via their case they want to purchase more seats.

 

      Once a client purchases more seats, the account manager would send the following information to SuccessCentral@successfactors.com:

• Customer name
• Upsold license count
• Total licenses owned after upsell
• Upsell contract  / Schedule A as an attachment. 
 
 

Example of how licences are calculated and how threshold email notification is sent

   Total License Users: 1000
   Number of Test Users:  50

   Total users w/ test users: = 1050
   Notification Threshold:  90 % of total licenses used (945 Users)

Keywords

KBA , LOD-SF-PLT , Foundational Capabilities & Tools , Problem

Product

SAP SuccessFactors HCM Core all versions