Cannot create issue due to invalid license

Question

Hi all we have an issue when customers log tickets we receive the error "Cannot create issue due to invalid license".As per my understanding JIRA Service Desk supports unlimited customers (people creating requests). these customers were able to log tickets before. this seems to be related to all users. even newly created users. i do have it set that customers must have an existing account to email requests. and all customers including my test mail account has an account but i still receive the same error. customer settings are set to

Who can raise requests?

Customers who have an account on this Jira site

Mornay Smith · Answer

@Hernan Halabi  - Elite IT Consulting Group im still waiting on my accounts department for the upgrade will update as soon as it has been done

Hernan Halabi - Elite IT Consulting Group · Answer

@Mornay Smith sorry for the delay on the response, did the upgrade actually help to overcome this issue or still need help with the troubleshooting?

Mornay Smith · Answer

yes so licences are showing fine this is specifically external customers that get the error if i send from my mail address which is associated to a agent licence it go's through no issue. are there any more screenshots i can send to help with trouble shooting? (we are now upgrading to 5 licences as we do require more)