This article explains what happens when your licensed user count goes above or below what you have in your contract—and what you need to do in each situation.
Applies to: Cloud customers only
If you are an on-prem customer, please contact Support to request a new license key.
What is important to know (Users vs. Licenses)?
In Handyman, increasing usage usually means assigning licenses, not just creating users.
A user may already exist
A user may be created in Handyman
A user may be synced from your ERP system
What matters for billing is how many active licensed users you have.
When usage increases?
What causes an increase?
Your subscription increases when the number of active licensed users becomes higher than what your contract includes.
This can happen when:
A System Administrator assigns licenses in Handyman Office
New users are activated through ERP or integrations and licensed in Handyman
Who can manage users and licenses?
Only users with the System Administrator role in Handyman Office can manage licenses.
This role allows you to:
Create or activate users (depending on setup)
Assign Handyman licenses
Increase active usage
It is the customer’s responsibility to decide who should have System Administrator access.
What happens next?
If your licensed usage is higher than your contract:
Your subscription quantities are adjusted to match actual usage
You receive an invoice for the additional users
Charges are calculated for the remaining months of the current billing period
(for example: increase in July → billed July–December on a yearly contract)
What you will receive
-
An invoice showing:
The increased quantity
The period being billed
If you think the change is incorrect, contact Support.
When you want to reduce usage?
Important: removing users does not reduce billing automatically
If you remove users or licenses in Handyman, your billing does not change automatically.
To reduce what you are billed, you must request a reduction.
When does a downsell take effect?
Reductions apply only to a future billing period
The current period cannot be changed retroactively
In most cases, reduced quantities take effect on January 1 of the next calendar year
How to request a reduction
Send an email to our Finance team with:
Company name
What you want to reduce
(for example: Office users, Mobile users, Hours & Cost)The new quantities you want
When you want the change to start
(usually next billing period)Contact details for follow-up
What happens after you request a reduction?
Finance reviews your request
You receive confirmation when the change is scheduled
Your invoices reflect the lower quantities from the effective date
Need help?
If you have questions about:
Your current licensed users
An invoice
Increasing or reducing your subscription
Contact Support and include:
Your company
Invoice number (if relevant)
A short description of your question