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I recently upgraded my Box account from an individual (1-user) plan to the Business Starter (3-user) package.

After upgrading, my dashboard shows that I have 19 managed users, which I believe is incorrect — I should only have 1 user (myself). When I check the User Management section (with the filter set to “All Users”), I don’t see any additional managed or external users listed.

This is preventing me from adding two additional users under my 3-user license, and I’m being prompted to purchase more seats that I don’t actually need.

Unfortunately, technical support doesn’t seem available under this plan.


Any advice on how to resolve this or get in touch with the right team at Box?

Thanks!

Hi ​@stevehau, 

Welcome to Box Community and we’re happy to assist! 

Please note that your current Box plan does not have unlimited external collaboration. Which means, that each successful external collaborations will count to your seats/licenses. 

To confirm this you can go to Box.com> Admin Console> Users & Groups> External Users. 

 

You may consider upgrading to Business Plus to prevent this and reach out to our Billing team (billing@box.com). Otherwise, you can remove collaborators, and create open shared links to share your Box contents. 

Hope it helps! Please let us know if you need anything. 

Hello ​@stevehau, there’s also a related topic where we’ve discussed overage and how to resolve:


Once your user count has been taken care of, you can proceed with adding managed users.

 

Thanks, and have a great day! 😊

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