If you're an Admin or Account Owner and unable to add a user to your group, there may be a few reasons this is happening. Below are the most common causes and how to resolve them.
đ„ 1. Youâve Reached Your User Limit
If you're on a trial or paid plan with a set number of user seats, you can only add users up to that limit.
What you can do:
Remove users you no longer need from your group
Upgrade your plan to include more user seats
Purchase additional user licenses as needed
đ If you're on a trial and added more users than your plan allows, you may be prompted to upgrade before continuing.
đ 2. The User Has an Existing Account
If the person you're trying to add has already:
Set up their own separate organization
Started a separate trial or paid subscription
âŠthen theyâll need to cancel their existing account or subscription before they can be added to your group.
đ Solution:
Ask the user to cancel their current plan, then try adding them again.
âïž 3. The User Hasnât Verified or Accepted the Invitation
Sometimes the issue is as simple as an unverified email or missed invitation.
Ask the user to:
Check their inbox and spam/junk folder for the invite email
Click to verify their email address if they havenât already
Accept the invitation to join your group
đ§Ș 4. Previous Trial Account is Blocking Access
If the user had a trial account in the past, this may block them from being added to your organization â especially if that trial was never cancelled or expired incorrectly.
đ© In this case, contact our support team, and weâll manually help resolve the conflict.