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.
👥 1. You’ve 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
👉 If you're on a trial and added more users than your plan allows, you may be prompted to upgrade before continuing.
🔄 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
…then they’ll need to cancel their existing account or subscription before they can be added to your group.
🛠 Solution:
Ask the user to cancel their current plan, then try adding them again.
✉️ 3. The User Hasn’t 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 haven’t already
Accept the invitation to join your group
🧪 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 — especially if that trial was never cancelled or expired incorrectly.
📩 In this case, contact our support team, and we’ll manually help resolve the conflict.