Keeping Billing and Seats Aligned: The Fix Button

Your subscription and your inventory are two sides of the same coin. Your subscription defines how many seats you’re paying for; your inventory is the Control Panel’s record of how many seats you hold. In normal operation they always match. Occasionally — usually when a subscription is changed or renewed outside the Control Panel — they drift apart. The Fix button is how you bring them back into line.

What causes a mismatch?

• A subscription top-up processed through the billing portal that didn’t fully propagate to the inventory.
• A subscription reduction or cancellation made outside the Control Panel, leaving inventory higher than the current subscription covers.
• A billing retry that successfully charged but didn’t trigger an inventory update.

When your subscription is higher than your seats

This means you’re paying for more than your inventory currently shows. The most common version of this is a seat top-up that processed in billing but didn’t land in the Control Panel. The Fix button appears prominently on your inventory screen.

Clicking Fix brings your inventory up to match your subscription. It only ever adds seats — it will never remove a seat you already hold. After clicking, your available seat count increases immediately and you can assign the new seats straight away.

When your seats are higher than your subscription

This means your inventory is ahead of what your current subscription covers — for example, after a plan was reduced or a subscription was cancelled from the billing portal. In this state the Control Panel pauses further billing changes to protect you from acting on numbers that don’t reflect your current entitlement.

The Control Panel will show you exactly what each plan count needs to be set to in order to match your subscription. You have two options:

1. Re-subscribe or upgrade your subscription to cover the seats you already hold, then click Fix to confirm the alignment.
2. Reduce your users until your inventory matches what your subscription currently covers, then make any billing changes from a clean baseline.

Why the panel blocks changes during a mismatch

Allowing seat changes while the subscription and inventory disagree could result in unexpected charges or credits — for instance, reducing a plan when your true entitlement is higher than your inventory suggests. The block is a safety mechanism, not a penalty. Once you’ve realigned, all controls return to normal and you can make changes freely.

The Fix button is always safe. It only ever brings your inventory up to what your subscription entitles you to — it never removes a seat you’re already using.