Unable to Add a New User : ‘Add Users’ Button Greyed Out

Smart CRM & Sales Hub Account & Settings
1

Hi everyone,

I need some help resolving an issue where I’m unable to add a new user to my account, even though it shows that I have a seat available to allocate.

I’ve followed the steps by going into Settings → Account Management → Users & Teams → Create User. I entered all the required information, but the “Add User” button remains greyed out, even after filling in all fields.

I’ve tried using different browsers (Chrome and Edge) and cleared the cache, but no luck so far.

Has anyone experienced this before or know what might be causing it? Any guidance would be greatly appreciated!

2

Hi @YLabuschagne,

Could you please share a screenshot of the available seat and of the entire screen (blur user information, if needed) where you’re not able to progress?

Which subscription are you on, how many users are in your system so far?

Best regards

3

Hi Karsten, Thank you for your response.

I’m currently on the Free plan, and I am the only user in the system so far. Please see the screenshot of the available seat and the full screen where the “Add User” button is greyed out (with user details blurred).

YLabuschagne_0-1768382249619.png
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YLabuschagne_1-1768382262099.jpg
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Please let me know if you need any additional information.

4

@YLabuschagne is there a tool tip when you hover your mouse over “Add a user”?

5

Yes, It says “Upgrade to perform this action”

6

Can corroborate, I am on the free plan and my tenant has 1 out of 2 users assigned and I cannot add another user. The button is grayed out in the create user modal/drawer and says to upgrade to perform this action.

7

Hi @YLabuschagne and @brandonhigbee, thank you both for reaching out! And a big thanks to @karstenkoehler for jumping in to help! :orange_heart:

From the screenshot you shared, it looks like you have 1 out of 2 seats filled, but the lock icon suggests an upgrade may be needed, which could mean that a seat isn’t actually available.

Could you please confirm if you are the Super Admin on the account?

If you are the Super Admin and still can’t allocate the remaining seat, would you mind submitting the form found at the bottom of this article?
This will allow our Team to take a closer look and assist you directly.

Thank you so much, and I hope this is resolved for you very soon!
Bérangère

8

Hi Bérangère,

Thanks so much for your help!

I can confirm that I am the Super Admin on this account, and at the moment I’m the only active user. We also have two deactivated users on the portal.

Since I’m still unable to allocate the remaining seat, I’ll go ahead and submit the form using the link in the article so the team can take a closer look.

Thanks again for the support — really appreciate it!

9

Thank you, Bérangère, for all your help. My issue was resolved by removing/deleting the deactivated users, which “unlocked” the “Add User” button that had been greyed out.

10

Hi @YLabuschagne,

Thank you so much for letting me know, I’m delighted to hear that removing the deactivated users resolved the issue and allowed you to add a new user.
I’m always happy to help, and it’s so great to see everything working smoothly for you now!

If you ever have more questions or need assistance in the future, please don’t hesitate to create a new post, we are here for you! :orange_heart:
Wishing you all the best on your HubSpot journey! :blush:
Have a brilliant day!
Bérangère