Users are unable to log in after updating the license

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This article only applies to Atlassian's server products. Learn more about the differences between cloud and server.

Problem

After updating the license key such as from an evaluation to a Starter license, users are unable to log in. Following error message is reported:

Your current license does not permit the number of users you have configured in Crowd, please upgrade to a new license, or contact Atlassian Sales Support.

Cause

The total number of users in the "Can Login List" in Crowd has exceeded the total license limit.

Resolution

When you try to access Crowd, you'll be redirected to a page where you can update your license key. On this page, you can either:

  • Enter a new license key for a higher user count. (Purchase one here.)
  • Enter a 30-day evaluation license key. (Create one here.) The 30-day evaluation key lets an unlimited number of users sign in during the trial period. You can use the 30 days to clean up the users in the system or purchase a license key for a higher user count. For more information on generating an evaluation license, refer to this guide. To retrieve your existing Crowd server ID, please do log on to my.atlassian.com.

If you choose to use a temporary 30-day evaluation key so you can delete unnecessary users, you can check your updated user count by going to to "Crowd console -> Administration -> Licensing" and clicking on Recalculate your user total.

Currently, Crowd counts the number of users based on the "Can Login List" for the integrated applications (Crowd console -> Applications -> an application -> Groups). The members of the groups will be counted to form the current total. So, ensure that the correct number of users are members of these groups.


Last modified on May 24, 2018

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