How to fix the problem of double license assignment

Problem:

A single user (email address) appears twice on the license assignment list in CodeTwo Admin Panel, consuming two licenses of the same type (instead of one).

Solution:

The most probable cause of the issue is the change of a user’s ID (Object ID) in Microsoft Entra ID (Azure AD), as shown in Fig. 1. below. This may happen, for instance, when you delete a user and recreate them from scratch.

Fig. 1. The Object ID property in the Microsoft Entra admin center.

When Object ID for a given user changes:

• the license may be retained for the user with the old ID in CodeTwo Admin Panel;
• at the same time, the license may be assigned to the ‘same’ user with a new ID.

As a result, the license is doubled for the same user (i.e., a single person with a single email address in your organization unnecessarily consumes two licenses).

To fix the problem, you need to reset user licenses in CodeTwo Admin Panel by using the reset option in the Signature licenses or Autoresponder licenses section, depending on the affected license type (Fig. 2.). Learn more

Fig. 2. Resetting signature and autoresponder license count to fix the problem of double license assignment.

Should the issue persist after resetting your license count, we encourage you to contact our Customer Success Team – our experts will be happy to help you.