I can't add new agents and admins

<h2 id="h_01K94ZCZRP0HW2NXGY90NVFAPH">Issue symptoms</h2><p>I can't add new agents and admins. The option is greyed out, or I see one of the errors:</p><ul>
<li class="wysiwyg-list-bold" data-list-item-id="ee14ad21b47aa52217a8fe50e208c5b19"><strong>Subscription limit reached</strong></li>
<li class="wysiwyg-list-bold" data-list-item-id="e1d47b5656bd02c0bf7b90bd5f79ce7eb"><strong>Team member couldn't be created</strong></li>
</ul><figure class="wysiwyg-image wysiwyg-image-block-align-left"><img style="aspect-ratio: 521/274;" src="https://support.zendesk.com/hc/article_attachments/11006905794330" width="521" height="274"></figure><h2 id="h_01K94ZCZRP2Y0NWAXG3AHG5H7Z">Resolution steps</h2><p>You might not be able to add team members if you don't have permission or if you do not have seats available. This can happen if you recently updated your plan to reduce agent seats.</p><p>To resolve this issue, follow these steps:</p><p><span class="wysiwyg-font-size-large">Step 1: Verify your own role</span></p><p>Use this step if you do not see the <strong>Create team member</strong> button.</p><ol>
<li data-list-item-id="e282e79d0de1634e287681b9a982aeac6">In <a href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank" rel="noopener noreferrer">Admin Center</a>, click <img style="height: auto;" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png" alt="People icon" width="16" height="16"> <strong>People</strong> in the sidebar, then select <strong>Team &gt; Team members</strong>
</li>
<li data-list-item-id="ee7ca2ca2ff49b389e29b0fc19f33ba0a">Verify that <strong>Create team member</strong> appears in the top right corner</li>
<li data-list-item-id="eb83a81b3c1073d25976e3b09a470d2b8">Check the <strong>Support role</strong> next to your <strong>Name</strong>
</li>
<li data-list-item-id="e635890b3f73f3a4f7fd6f8098ea82972">If you don't see <strong>Admin</strong> next to your name, you may not be able to add new users. You may see the role <strong>Agent</strong> next to your <strong>Support role</strong> instead.<br><img class="wysiwyg-image-resized" style="aspect-ratio: 1806/522; width: 40.68%;" src="https://support.zendesk.com/hc/article_attachments/11212930591770" alt="Agent role.png" width="1806" height="522"><br>If this is the case, ask your <a href="https://support.zendesk.com/hc/en-us/articles/4408881860378-Who-is-the-owner-of-my-account" target="_blank" rel="noopener noreferrer">account owner</a> or an <a href="https://support.zendesk.com/hc/en-us/articles/6489966715546-How-can-I-locate-my-admin" target="_blank" rel="noopener noreferrer">admin</a> to <a href="https://support.zendesk.com/hc/en-us/articles/4409155967258-Changing-an-agent-s-role" target="_blank" rel="noopener noreferrer">change your role</a> or add the user on your behalf.</li>
</ol><p><span class="wysiwyg-font-size-large">Step 2: Ensure that you have agent seats available</span></p><ul>
<li data-list-item-id="ea14ee9245631faf321c09d57f7a6a686">In <a href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank" rel="noopener noreferrer">Admin Center</a>, click <img style="height: auto;" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png" alt="People icon" width="16" height="16"> <strong>People</strong> in the sidebar, then select <strong>Team &gt; Team members</strong>
</li>
<li data-list-item-id="e95624a70fd00d9ab7dbac6077c628405">Verify the balance under <strong>Seats remaining</strong>
</li>
<li data-list-item-id="ef402638b9774f0c3d0cc42f3584724b0">
<p>If you see <code>0</code> and you get an error when you try to <a href="https://support.zendesk.com/hc/en-us/articles/4408886939930-Adding-agents-and-admins" target="_blank" rel="noopener noreferrer">add a new agent or admin</a>, you don't have seats available</p>
<div class="p"><div class="note">
<span class="notetitle">Note:</span> If the count seems incorrect, or light agents are available but you cannot add more, verify your input and list against this article: <a href="https://support.zendesk.com/hc/en-us/articles/4408846314266-What-counts-as-an-agent-license-in-Zendesk" target="_blank" rel="noopener noreferrer">What counts as an agent license in Zendesk?</a>
</div></div>
</li>
</ul><p>Use one of these options to free up seats:</p><ul>
<li data-list-item-id="e90c5dc758e702d391ee93f16e498b382">Unselect <a href="https://support.zendesk.com/hc/en-us/articles/4409155967258-Changing-an-agent-s-role" target="_blank" rel="noopener noreferrer">sub-roles and products</a> for potential light agents or contributors</li>
<li data-list-item-id="e934ef5a8effba79879781a57b47f4854">Downgrade <a href="https://support.zendesk.com/hc/en-us/articles/4408888690842-Best-practices-for-removing-agents#topic_n1j_vq5_w2b" target="_blank" rel="noopener noreferrer">agents to end users</a>
</li>
<li data-list-item-id="ea2eb0ad4e5ba725819997cfaeb3f993b">Ask your account owner to <a href="https://support.zendesk.com/hc/en-us/articles/4408881540506-Adding-agent-seats-to-your-subscription" target="_blank" rel="noopener noreferrer">purchase additional licenses</a> for new users</li>
</ul><p><span class="wysiwyg-font-size-large">Step 3: Ensure that the user is not already in your account as an end user</span></p><ul>
<li data-list-item-id="ed6130d60ec2f140e942f89cd0f46adab">
<a href="https://support.zendesk.com/hc/en-us/articles/4408894221594-Searching-Zendesk-Support-data" target="_blank" rel="noopener noreferrer">Search</a> for the user's name or their email that you want to add as an agent in your account. </li>
<li data-list-item-id="e2e7da5b2086f41d52e583d26afb9cd0a">If the user profile already exists in the account, you may need to promote their role to admin to keep all of their existing tickets and account interactions intact. Open their user profile and under their role, select <strong>Staff member</strong>.<br><img class="wysiwyg-image-resized" style="aspect-ratio: 1206/456; width: 51.14%;" src="https://support.zendesk.com/hc/article_attachments/11212930591898" alt="Staff member permission in user profile.png" width="1206" height="456">
</li>
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</style><div class="ai-only" aria-hidden="true"><details><summary> </summary><h2 id="h_01M1QFHAT7HMP28RDHY272PTXC">Why can I not add new agents or admins? Why do I see "Subscription limit reached"? Why can I not add new team members?</h2>
<p>You cannot add team members or assignees if you lack permissions or if you do not have seats or agent licenses available. This issue occurs if you update your plan to reduce agent seats.</p>
<h2 id="h_01M1QFHAT7H5ZGFG2749KGTP1F">How do I check my permissions to add agents? Why do I not see the "Create team member" button? How do I verify my role in Zendesk?</h2>
<p>To check your permissions when you do not see the <strong>Create team member</strong> button, verify your role:</p>
<ol>
<li data-list-item-id="e5454f3435980954b88bf14aee5936e46">In <strong>Admin Center</strong>, click <strong>People</strong> in the sidebar, then select <strong>Team</strong> <strong>Team members</strong>.</li>
<li data-list-item-id="e7e8dd67bcb9cac0ff21cea29b677b122">Verify that <strong>Create team member</strong> appears in the top right corner.</li>
<li data-list-item-id="e9986b6c6fe714a530524fbd40b4b91f5">Check the <strong>Support role</strong> next to your <strong>Name</strong>.</li>
<li data-list-item-id="e3a7ae237f85b72814be895870781305b">If you see the role <strong>Agent</strong> instead of <strong>Admin</strong> next to your name, ask your account owner or an admin to change your role or add the user on your behalf.</li>
</ol>
<h2 id="h_01M1QFHAT7ZNMH48AZG16XJARF">How do I check available agent seats? How do I free up seats or agent licenses? What do I do when 0 seats remain?</h2>
<p>To check your seat balance and free up seats:</p>
<ol>
<li data-list-item-id="ef9f9893c72af45c18d3fb31324320566">In <strong>Admin Center</strong>, click <strong>People</strong> in the sidebar, then select <strong>Team</strong> <strong>Team members</strong>.</li>
<li data-list-item-id="e162addda0c79be188aab2bf4f1fb86d1">Verify the balance under <strong>Seats remaining</strong>. If you see 0 and get an error when you try to add an agent or admin, you do not have seats available.</li>
</ol>
<p>To free up seats, unselect sub-roles and products for potential light agents or viewers, downgrade agents to end users or customers, or ask your account owner to purchase additional licenses for new users.</p>
<h2 id="h_01M1QFHAT7HC1K8PB7F50RJH50">Can I add an existing end user as an agent or admin? How do I convert an end user to a staff member? How do I promote a customer to an agent?</h2>
<p>Yes. If the user profile already exists in your account, promote their role to keep all of their existing tickets and account interactions intact. Search for the user name or email in your account, open their user profile, and select <strong>Staff member</strong> under their role.</p></details></div>