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