Sometimes it may be confusing as to how many active user licenses your instance is using. There are a few ways of checking, and while they all should return the same number, sometimes they don’t. Here are some ways of checking:
1. Go to Admin > User Management, filter by active users and check the count in the upper left corner of the List View. You may need to click the 21+ button to get the full count.
2. Go to Admin > SugarIdentity > View Users, filter by active users and check the count un the upper left corner of the list.
3. Run this query in an Advanced Reports Custom Query:
SELECT count(*) FROM users WHERE status = 'active' AND sugar_login = '1' AND deleted = '0' AND user_name != 'SugarCRMSupport';
If there are differences between the methods, check these:
In Admin > User Management or SugarIdentity, is there a user SugarCRMSupport? If so, that does not count as a license for which your company is charged. The query eliminates that user from the count.
If there are an inconsistent number of between SugarIdentity and Admin > User Management:
If there are more records in SugarIdentity, find the record(s) in SugarIdentity that is that is not in Admin > User Management and make it not active, Save and then make it active and save it again. This will cause Admin > User Management to be updated.
If there are more records in SugarIdentity, find the record(s) in Admin > User Management not in SugarIdentity, find remove the filter, find the record in SugarIdentity, mark it as active, Save, make it inactive and Save again.
One other thing to consider is that there may be user records for features like Sugar Market that don’t count against your total number of licenses.