You might want to know why your invoice is showing a different seat count than what your license should have.
Your account will still be charged continuously for the number of seats you have purchased even if the seats are inactive, disabled, or unused. For example, you purchased 60 seats but have used only 48 seats (i.e., you only have 48 active staff users which includes the admin), your account will still be charged for the 60 seats.
If you wish to confirm the number of seats on your account, please log in to your My.kayako.com account using your registered email address and check the My Orders tab. (see screenshot below)
If you wish to know the number of active staff user on your instance, run the following API call from your browser:
The above call will show a result similar to the following:
This result means there are 48 active staff users (staff agents and admins) in the above instance.
If you wish to reduce the seat counts on your subscription or license so that you are paying only the active staff users, you may do so by making the changes to your My.kayako.com account portal.
For more information about this, please visit the Adding or Removing Seats for Kayako Classic Subscription article.
- There may be cases where you might need to wait for at least 24 hours for the changes to take effect. To ensure you have properly made the changes, log in to your My.kayako.com account portal to verify the changes after 24 hours. If the changes still do not take effect, please send an email to Billing@kayako.com for assistance.
- We don't process refunds for removed seats but you will be receiving a credit balance that can be applied to future invoices.
- The newly adjusted seat count will reflect in your next billing cycle.
- Before reducing the seat count, always disable or delete extra staff user accounts from Admin CP (Admin CP > Staff > Manage Staff > Select Account: Delete/Disable) before initiating the changes from the My.kayako.com account portal. Otherwise, this will render your instance unusable due to Staff Count Exceeded Error Message.