Licensing issue

[Park Systems RRD]

We are using jira & confluence server with 50 users license. With 48 active users and 2 additional users only can be found in confluence. And I've got an error message that I have exceeded the maximum number of users for your license, when I added 1 more user today.

I can find 48 active users on crowd page, but there are mysterious 2 additional users can be found on confluence. One of my predecessor created those 2 additional accounts and he's not here anymore, so I don't have further information. (And those 2 accounts are active, even if I cannot even find them on crowd server.)

The problem is:
1. Even if including those 2 accounts, I still have 50 active users. Then, why I got an error message as below?

2. Should I add mysterious 2 users on crowd server, even if they are working well?

Here is the error message:

This Confluence installation is not licensed for additional users

You have exceeded the maximum number of users for your license. You will still be able to view content, but in order to create or edit content, you must reduce the number of active users in the installation.

There are two ways to reduce the number of active users:

• Disable users
• Delete users

To disable or delete a user, visit the Users page then search for their name. After following the appropriate link you can choose the 'Remove' or 'Disable' option.

Thank you in advance!

[Olga Videc]

Hello @Park Systems RRD 

Those users are in the Confluence internal directory and in the default license group they are considered licensed users, you need to identify who they are and deactivate them if needed.

The default access group is confluence-users.

48 in crowd + 2 in internal you have 50 users.

BR, Olga 

[Laura Holton]

Hi @Park Systems RRD 👋

It might be worth double checking what's in the database. You can run this SQL statement to see all the active accounts:

SELECT *
FROM cwd_user
WHERE active = 'T';

If one of your predecessor created those 2 additional, mysterious accounts it might be worth getting in touch with a site admin who has the permissions to remove them for you. 

Let us know how you get on 😃

All the best,

Laura