🔍 Overview
Some customers on the Pro plan or Pro plan trial have noticed their account displays fewer user seats than their plan should include. This means attempting to add a team member may trigger an error stating there are not enough seats available. This article explains what to do if you encounter this issue.
⚙️ Why This Happens
Discrepancies between your plan's included seat count and the seats shown on your account can occur due to billing or seat allocation errors. If your account is not reflecting the correct number of seats for your Pro plan, this is something our support team can investigate and correct on the backend.
✅ How to Confirm the Issue
Before reaching out to support, check the following:
- Review your current seat count in your account settings.
- Confirm you are subscribed to the Pro plan (not a legacy or downgraded plan).
- Check whether you are on a Pro plan trial — seat limits apply to both trial and active Pro accounts.
- Verify that no users are listed as inactive but still occupying a seat.
🛠️ What to Do If Seats Are Missing
- Refresh your account: Log out of Search Atlas completely, then log back in. In some cases, the seat count updates after a fresh session.
- Do not purchase a seat top-up to resolve this specific issue. If your plan already includes seats that are not showing correctly, adding a paid top-up would result in an incorrect charge.
- Escalate to support if the issue persists after logging back in. Our team can investigate and manually correct the seat allocation on your account at no charge.
📋 What to Have Ready When You Contact Support
To help our team resolve this as quickly as possible, please have the following information ready:
- Your account or project name
- The number of seats currently shown on your account
- The number of seats you believe your plan includes
- Any error message you received when attempting to add a user (exact wording is helpful)
- Approximate date when you first noticed the discrepancy
💳 Important Note on Seat Top-Ups and Billing
If you believe you have been incorrectly charged for seat top-ups related to a seat count error, please contact support so our team can review your billing history and issue any applicable credits.
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.