I can't add new agents and admins

Issue symptoms I can't add new agents and admins or see this error: Subscription limit reached. Resolution steps You might not be able to add team members if you don't have permission or if you do not have seats available. To resolve this issue, follow these steps: Step 1: Verify your own role Use this step if you do not see the Create team member button.
In Admin Center, click People in the sidebar, then select Team > Team members

Verify that Create team member appears in the top right corner
Check the Support role next to your Name

If you don't see Admin next to your name, you may not be able to add new users. Ask an account owner or an admin to change your role

Step 2: Ensure that you have agent seats available
In Admin Center, click People in the sidebar, then select Team > Team members

Verify the balance under Seats remaining


If you see 0 and you get an error when you try to add a new agent or admin, you don't have seats available

Note: If the count seems incorrect, or light agents are available but you cannot add more, verify your input and list against this article: What counts as an agent license in Zendesk?


Step 3: Free up seats Use one of these options to free up seats:
Unselect sub-roles and products for potential light agents or contributors
Downgrade agents to end users


Ask your account owner to purchase additional licenses for new users

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Why can I not add new agents and admins? Why is the Create team member button missing? What does the "Subscription limit reached" error mean?
You cannot add team members or staff members if you lack permission, or if you do not have seats or licenses available in your subscription.

How do I verify my role or permissions to add team members? How can I check if I am an admin?

In Admin Center, click People in the sidebar, then select Team Team members.
Verify that Create team member appears in the top right corner.
Check the Support role next to your Name.
Ask an account owner or an admin to change your role if you do not see Admin next to your name.


How do I check if I have agent seats or licenses available? How do I verify the balance under Seats remaining?

In Admin Center, click People in the sidebar, then select Team Team members.
Verify the balance under Seats remaining.


How do I free up seats or agent licenses? How do I remove users to add new agents?
You can use one of these options to free up seats:

Unselect sub-roles and products for potential light agents, read-only agents, or contributors.
Downgrade agents or support persons to end users or customers.
Ask your account owner to purchase additional licenses or subscriptions for new users.





