Adding a new user after updating number of seats

[textem]

Hello Everyone,

My company recently (on Mar 27) added 1 seat to our plan (we used to have 2 and we wanted to have 3, since we need to move some of our face-to-face meetings on-line now), using the COVID-19 complimentary offer for existing GotoMeeting users. I have the invoice and all, but when I log in to our panel and try to add users, it says I don't have any seats free. It also says on the pane on the right that there are 2 licences available and both are taken (shouldn't I have 3 licenses available?).

What should I do to add the new seat to user list? 😞

Thank you all in advance!!

[AshC]

@textem   Please let  me know if you're still missing a GoTo seat when viewing the Manage User page in the Admin Center. 

[textem]

Hi Ash, sorry fornot replying - I totally missed your e-mail. In the end, I just applied for another license and then got two more seats (one previously missing and the new one from the new license - let's call them A and B).

Now we have another problem - at first, there was no mention in GtM's communication that the complimentary 3-month license is a start of a 15-month license which after the 3 months is paid as normal. So now we're stuck with 4 licenses, out of which licences C and D (our "old" licenses) expire in August, and A and B expire in a year. However, in our billing panel there is no possibility to turn off auto-renewal of licenses, which means that come August, we will have to pay for 4 licenses.

Do you think I will need to call support with this? The waiting times are impossible...

[AshC]

Yes, with offline contracts you should call directly into Account Services to make the billing request.  I would explain to them the confusion between the promotional offer and your upgrade.