Fixing the Error 'Maximum Number of Staff User Accounts Reached' When Creating a Staff Account After Purchasing Additional Seats for OnDemand

Overview

You may have bought additional seats on your license and while trying to add a new staff user account in Kayako Classic, you are encountering the error "Maximum number of staff user accounts reached."

The number of staff user accounts you can create on your Kayako Classic instance depends on the number of seats you have purchased for your subscription or license. Once you have successfully added the additional seats to your account, you should be able to create additional staff user accounts. If it has been at least 24 hours since you purchased the additional seats and the above error still appears, please contact the support team so we can investigate the issue further.

Solution

1. Click the Submit a ticket button at the top of this page or click this submit a request link.
2. Provide the following details on the ticket:
   • Screenshot of the error message if available.
   • The name of the Kayako Classic OnDemand instance (e.g. sniper.kayako.com)
   • Original seat count
   • New seat count
   • A screenshot of your License information from the admin panel.

<supportagent>

Agent Instructions

NOTES:

• You need access to the following tools to be able to assist the customer with this issue type:

  • Salesforce
  • Zuora
  • Kayako Intranet
  • Self-Service portal

  Check out the Kayako Access Guide for New Agents article to get access to tools.

• There is no need to request this task from Kushal Sharma. You should follow the standard process in the above KBA.

Follow these steps:

1. Verify that there's a mismatch in what the customer has on their account versus what they see from the admin control panel through:
   • Salesforce
   • Zuora
   • Kayako Intranet
2. If the seat count that reflects on either of the above portals is different (should be higher since they increased the count) from what they see on their license information from the admin panel, proceed to step #3. Otherwise, inform the customer that the additional seat count was not processed accordingly. Ask them to try again and make sure to save their changes before exiting.
3. Submit a request to manually increase the seat count by following the process outlined in the Self-Service Portal for Kayako SaaS Requests article.
4. Use the 'Increase number of seats - Kayako Classic On-demand/Download' form under the Kayako Classic section to file the request.

   

5. Once the request has been fulfilled by SaaS, inform the customer and ask them to try adding the new staff user account.

</supportagent>