Seats are counted by distinct user account, not by role. Adding an Admin and adding a Read-only user both consume one seat. Service accounts (used for API access) don't consume a seat; see API key management.

Adding seats

You can add users up to your current plan's seat limit without any action. Once the limit is reached, adding more seats prompts you to upgrade the plan or buy additional seats (usually prorated for the remainder of the billing cycle).

Removing seats

Removing a user frees their seat immediately. However, the monthly seat count on your invoice is usually based on the peak seat count in the billing cycle — this is normal SaaS pricing behaviour. Plan removals at the end of the month to minimise overlap.

Offboarding quickly

If someone has left the company unexpectedly, use the “Revoke access” flow rather than “Delete user.” Revoke is instantaneous and preserves the audit trail; Delete can leave gaps in historical ticket attribution.