Charging for Users When Seats are Available

👋 Hi ​@bhaubert, welcome to the Box Community! Thank you for bringing this issue to our attention. We’re here to help.

I’ve confirmed that you have available licenses for additional users. Please try adding the user again by following the steps outlined here: Adding Managed Users

If the issue persists, try adding the user in Incognito mode to see if that resolves it. There may be a slight system delay due to your recent account upgrade. While we can’t confirm this definitively, if the problem continues, let us know and we’ll escalate it to our Product Support team.

In the meantime, feel free to reach out with any other questions.

I have tried this but it tells me:

1 email address or username was invalid or not a part of your account.

The person I am trying to add has the same email URL as I do, so its not with a different company.  Is there any suggestions on getting around this?

👋 Hi ​@ErnieC, welcome to the Box Community! Thanks for reaching out about this concern.

You might be referring to a different issue we’ve discussed here:

The error you're seeing typically appears when trying to invite a user who already has a personal Box account associated with that email address. 

To resolve, after receiving the initial error message “1 user failed to be added,” you can ignore it and click the Save button again. Saving a second time will initiate the invitation process.

👉 For more details, you can refer to this support article: "1 user failed to be added” Message When Adding Managed User

Please let us know if it’s been resolved. I look forward to seeing this sorted out. 😊

Why does Box not allow me to add another user when I deleted one?

👋 Hi ​@Elenim, welcome to the Box Community! I’ve moved your post to this relevant thread. I’d be glad to assist.

I can confirm that you have an available seat to add a new user. There may be a delay in fully deleting the previous user from our system, which could be causing the seat to appear as still in use. Apologies for the inconvenience.

If you're still experiencing issues adding a managed user after retrying, please try clearing your cache and cookies, or attempt the action using a different browser or Incognito mode.

If the issue persists, feel free to reach out to our Product Support team by submitting a support ticket here.

Looking forward to resolving this issue.

I have just upgraded to Box Business so we have 3 seats, I have taken the 1st seat and I am trying to Add one of my team members through the Users & Groups > +Add Users button. 

After adding the user , I get pop up that says after adding this user I am going to now be billed and then I will have Seats, which is not my intention, all I wnat to do is assign one of the seats that I have already bought in Business to a user. 

Any help would be appreciated. 

👋 Hi ​@Des, welcome to the Box Community! I’ve moved your post to this relevant topic.

I see you’re currently using 2 out of 3 seats, and I’d like to check if you were able to successfully add your team member. Rest assured, no additional seat has been charged and your account remains at the minimum.

If you’re still experiencing issues adding a managed user, please try clearing your cache and cookies, or attempt the action using a different browser or Incognito mode. Let us know how it goes! If the issue persists, we’ll raise a ticket with our Product Support team for further assistance.

If you have any other concerns, feel free to reach out.

I’m running into the same exact issue. Seems like there’s a bug?

👋 Hi ​@ddk, welcome to the Box Community, and thank you for raising this concern.

We haven’t yet received confirmation on whether this is a known issue. However, since a few users have reported experiencing the same, our engineering team will investigate further to ensure admins have a seamless experience when adding managed users.

In the meantime, we recommend following the troubleshooting guide (i.e., clearing cache/cookies, using a different browser/Incognito, etc.) for adding a managed user. If the issue continues, please submit a ticket to our Product Support team so we can assist you directly.

We truly appreciate your patience and understanding as we work to resolve this matter.

We are currently on a free trial of the Business Plan. The license allows up to 3 users, but we are only using 1 user. When we try to add one more user in this state, an additional fee is charged (it says the number of seats increases from 3 to 4, and an extra charge applies). Is this behavior correct?

👋 Hi ​@keroro, welcome to the Box Community! I’ve moved your post to this relevant thread. Sorry to hear you’re running into the same issue.

We’ve seen a few other users experiencing this as well. The matter has already been escalated internally, and our team is actively investigating the behavior to deliver a fix.

In the meantime, I can confirm that you currently have 2 available seats, so you should be able to add your managed users. If you’re still having trouble, please try clearing your cache and cookies, or attempt the action in a different browser or Incognito mode.

If the issue continues, kindly submit a ticket to our Product Team for further assistance.

Thank you for your patience, and have a great day!

Help,
There is no Support.box.com link to actual support.
Then I try to call and no one will answer

This communication should not be shared with more than 1 person.   I am not here to talk to a group.  I would like to get some support for the account.

I removed someone from the Users console and then went to add someone to the users console.  The console tried to sell me an additional seat.  I just freed a seat up.  What the …. is going on.
The Accounts & … link clearly shows that I have a seat available now but the user console does not even though I counted users and there are 15 user and it shows that there are 16 seats.

How can this be?  Why did this happen?
Why are you, BOX, wasting my … time.

This is the crapiest service I have ever seen.
Someone should be available to fix this.
If you are going to Redirect someone to the Support.box.com site, then there should be a big … button that says click here.  Do not go to the forum.  The forum …. 
Just help 

Thank you

Admin

FYI, if you respond to <personal information redacted> I will never see the email.  That email is for the account and I do not even know where it is monitored.
My email is <personal information redacted>

👋 Hi ​@Adim WR Robbins, welcome to the Box Community! I’ve moved your post to this relevant topic. I completely understand your concern about adding users.

As discussed in this thread, the matter has already been escalated. We’re aware of the prompt that appears when adding managed users, which is part of the process to ensure the number of licenses match with the number of users in Box. Please be assured that as long as seats are available, you can continue adding users as usual, and no additional charges will be applied to your account.

Although this issue cannot be resolved immediately, our engineering team is actively working on a fix to prevent any confusion when adding users online. We truly appreciate your patience and understanding.

Regarding support, phone assistance for technical concerns is available to accounts with Premier Services. For ticket submission and to view your available support channels, please visit support.box.com > Account & Billing > Contact Support, or simply click here.

For billing inquiries, you may also refer to this article for details on support channels and hours: Billing Support at Box.

Thank you for sharing your feedback on your concerns about seats and support. Input like yours helps us improve both the product and our support resources.

If you have any other concerns, please don’t hesitate to reach out.

Hi, I upgraded my Box plan and now have 4 seats, but the Admin Console still shows “0 seats remaining.”
When I try to add users, Box tries to charge me £244 for another seat even though my billing dashboard shows “1 of 4 seats used.”
Does anyone know how to fix this? I’ve paid over £900 and I can’t add another user without it trying to charge me another £250

👋 Hi ​@Matthew Clive Charles, welcome to the Box Community! I’ve moved your post to this topic. Sorry for any confusion. The issue has already been escalated, and our team is actively working on a fix.

In the meantime, I can confirm that you have licenses available. You may continue adding your managed users, and rest assured that as long as seats remain available, you can add users without incurring any additional charges to your account.

Thank you for your patience, and please don’t hesitate to reach out if you have any other questions or concerns.

I just set up my account today and this issue is still occurring.  Charging for Users When Seats are Available.  Is the solution to still add users and I will not be charged as long as I have seats available?  We are a small company and cannot afford to be charged for seats we already paid for.

👋 Hi ​@Suzi D., welcome to the Box Community! Thanks for reaching out.

You currently have 2 open seats available, so you’re all set to add new users. During the process, you may still see a message about purchasing additional seats. This is a standard part of the workflow to ensure that the number of licenses matches the number of users in Box.

As long as the number of users you add does not exceed your available licenses, you won’t be charged for anything. Feel free to proceed with adding your users.

Have a wonderful day ahead!

I have 9 seats in my plan but only 8 users and it's forcing me to buy another seat.  Please Help !

Hi ​@rannable, 

Welcome to Box Community, and we’re glad to assist! 

It indicates that you have already collaborated with one of our team members. If you have questions, please let us know. 

Thank you for the continued support in the community!

Just purchased Enterprise account and paid for 3 seats:

When go to box.com admin section-->Users and Groups-->Managed users, I see only my account, means I can invite 2 of my colleagues to the subscription.

But when i click on Add users manually→ the popup clearly states that my subscription will have 4 users now, means I have to pay extra for.1 seat, while my 2 seats purchased remain un-utilised.

Cleared cache, used different browsers, everything done, no solution.

Any solution?

👋 Hi ​@pavan, welcome to the Box Community! I’ve moved your post to this relevant thread.

I can confirm you currently have 2 seats available, so you’re all set to add new users. Please be assured that as long as seats are available, you can continue adding users as usual, and no additional charges will be applied to your account.

If you encounter issues adding managed users, please submit a ticket to our Product Support team and provide the email address of the affected user.

Thank you!

When I try to add the third user to my account it is prompting me to pay for an additional seat. I can confirm there is only myself and one other user currently on the account. I just set it up myself today and no one else has been added. 

I just purchased the Business+ subscription which requires 3 users minimum but when I go in to add my colleagues it is trying to make me pay an additional $300/user. Definitely not doing this when I have two seats remaining. I need to speak to someone who can handle without just reassuring me “it won’t actually charge your card.” Can I speak to an actual person and have them add my two additional users from their end? 

👋 Hi ​@Elise12, welcome to the Box Community! I’ve moved your post to this relevant thread, and I understand your concern regarding seats.

As discussed here, admins may still see a prompt about purchasing additional seats. This message is part of the standard workflow to ensure your number of licenses aligns with the number of users in your account. Rest assured that as long as the users you add do not exceed your available licenses, no additional charges will be applied.

I can also confirm that your users were successfully added, as your account now shows 3 of 3 seats in use. For future reference, while Support can assist with license adjustments, only account admins are able to create or invite users directly within the account.

Thanks for your understanding. If you have any other questions, feel free to reach out.