How do I reclaim user Confluence On-Demand licenses after I disable a user?

[Marc Dantona]

I have 16 allowed users with my Confluence On-Demand setup. I've disabled a user that is no longer using the tool and tried adding a different person from the 'Confluence Admin' > 'Users & Groups' > 'Users' section. After I disabled the user I tried to add a new user but the system tells me:

"This Confluence installation is not licensed for additional users.

• Users allowed by license: 16
• Current active users: 16

If you would like to add users you will need to upgrade your Confluence license. (Upgrade pricing)

Please contact us if you have any questions."

Can anyone tell me how I can free this unused license up for the next person?

Thanks in advance!

[Marc Dantona · Accepted solution]

It turns out that when using On-Demand, one will need to contact support for this action. Apparently, " the group cache needed to be flushed"

:-P

[Nic Brough -Adaptavist-]

Oh, that's new. And a bit of a downgrade IMHO, as you really should be able to simply bin a user for yourself.

Thanks for letting us know, I'll have to scribble that down for next time!

[Michael Knight]

Hi Marc,

This sounds like buggy behaviour to me. Could you let me know the support issue that this was handled in? I'll ensure that it is followed it up.

[Marc Dantona]

Thanks @Michael!

JST-56362

[Nic Brough -Adaptavist-]

Remove the deaded user from the group(s) that give them "can use" permission. You can see this in the Admin -> Global permissions section.

[Marc Dantona]

Thank you for taking the time to respond Nic. I tried that, but no dice. We have 14 users in our groups. :-/

[Nic Brough -Adaptavist-]

Ah, I forgot...

Adminstrative users automatically get "can log in" as well. Even if they're not in the users group, if they have system-admin rights, they count towards your licence overhead. (It does de-duplicate though - if "nic" is in confluence-users AND in confluence-administrators, I still only take up one seat).

I think Atlassian's system account also takes up 1 seat in OnDemand installs too, but you should only be paying for 15 licences.

[Dave]

The sysadmin user doesn't take a license seat, but the text on the page can be misleading.