Fixing the Staff Count Exceeded Error Message

Overview

Sometimes you may receive the following message when trying to log in to your instance after creating additional staff user accounts:

Staff count exceeded. (3 > 2). Please contact Kayako Support for further assistance.

Information

The number of staff user accounts you can create on your Kayako Classic instance depends on the number of seats you have purchased for your subscription. Five purchased seats mean you can only create five staff user accounts (agents and admins). If your staff count exceeds the number of purchased seats, you may receive the aforesaid error message.

Prerequisites

• Access to make changes to your database for Kayako Classic Download.

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Solution

Please execute the below queries to disable extra staff members from the database:

1. UPDATE swstaff
   SET isenabled = 0
   WHERE fullname = [Full name of any of your staff members in your helpdesk];

2. DELETE
   FROM swregistry
   WHERE vkey='staffcache';

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