Who counts towards the user limit on plans?
All users that sign in to HelpDocs with a username/password or Single Sign On, regardless of their role, are counted towards the plan limits. Public viewers to unrestricted knowledge bases aren't.
All users that have an account or active invitation in HelpDocs (visible in Settings > Access) with a username/password or Single Sign Onβregardless of their roleβare counted towards the plan limits.
Public viewers to unrestricted knowledge bases are not counted as users, since they won't have their own HelpDocs account. In addition Shared Password and JWT Auth users are not counted toward your user limits. SAML/OIDC SSO users are counted in most instances, but Read-only users with Anonymous Mode enabled are excluded.
Who Counts Toward User Limits
User Type | Counts Towards Limit |
HelpDocs Account (username & password, including read-only users) | Yes |
Single Sign On (e.g. Slack, SAML, OIDC): All roles (with anonymous mode disabled) All roles except read-only users (with anonymous mode enabled) Read-only users with anonymous mode enabled | - Yes Yes No |
Shared Password Protection (or Shared Password as SSO) | No |
A JWT Auth token or cookie | No |
Public Viewers that Don't Log In | No |
Users that only view docs in Lighthouse | No |
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