info: To determine the technical writer assigned to the Stage/Group associated with this page, see https://about.gitlab.com/handbook/product/ux/technical-writing/#assignments
Customers are required to use their GitLab.com account to register for a new Customers Portal account.
If you have a legacy Customers Portal account that is not linked to a GitLab.com account, you may still [sign in](https://customers.gitlab.com/customers/sign_in?legacy=true) using an email and password. However, you should [create](https://gitlab.com/users/sign_up) and [link a GitLab.com account](../index.md#change-the-linked-account) to ensure continued access to the Customers Portal.
- [Deactivated users](../../user/admin_area/moderate_users.md#deactivate-a-user) and
[blocked users](../../user/admin_area/moderate_users.md#block-a-user) don't count as billable users in the current subscription. When they are either deactivated or blocked they release a _billable user_ seat. However, they may
**Billable users** as reported in the `/admin` section is updated once per day.
#### Maximum users
The number of _maximum users_ reflects the highest number of billable users for the current license period.
#### Users over license
The number of _users over license_ shows how many users are in excess of the number allowed by the license. This number reflects the current license period.
For example, if:
- The license allows 100 users and
- **Maximum users** is 150,
Then this value would be 50.
If the **Maximum users** value is less than or equal to 100, then this value is 0.
A trial license always displays zero for **Users over license**.
If you add more users to your GitLab instance than you are licensed for, payment for the additional users is due [at the time of renewal](../quarterly_reconciliation.md).
If you do not add these users during the renewal process, your license key will not work.
### Tips for managing users and subscription seats
Managing the number of users against the number of subscription seats can be a challenge:
- If LDAP integration is enabled, anyone in the configured domain can sign up for a GitLab account.
This can result in an unexpected bill at time of renewal.
- If sign-up is enabled on your instance, anyone who can access the instance can sign up for an
account.
GitLab has several features which can help you manage the number of users:
- Enable the [**Require administrator approval for new sign ups**](../../user/admin_area/settings/sign_up_restrictions.md#require-administrator-approval-for-new-sign-ups)
- Enable `block_auto_created_users` for new sign-ups via [LDAP](../../administration/auth/ldap/index.md#basic-configuration-settings) or [OmniAuth](../../integration/omniauth.md#configure-initial-settings).
| Users in License | The number of users you've paid for in the current license loaded on the system. The number does not change unless you [add seats](#add-seats-to-a-subscription) during your current subscription period. |
| Users over license | Calculated as `Maximum users` - `Users in License` for the current license term. This number incurs a retroactive charge that must be paid before renewal. |
This file contains the information GitLab uses to manually process quarterly reconciliations or renewals. If your instance is firewalled or an offline environment, you must provide GitLab with this information.
- A custom format is used for [dates](https://gitlab.com/gitlab-org/gitlab/blob/3be39f19ac3412c089be28553e6f91b681e5d739/config/initializers/date_time_formats.rb#L7) and [times](https://gitlab.com/gitlab-org/gitlab/blob/3be39f19ac3412c089be28553e6f91b681e5d739/config/initializers/date_time_formats.rb#L13) in CSV files.
1. Review the **Subscription Upgrade Detail**. The system lists the total price for all users on the system and a credit for what you've already paid. You are only be charged for the net change.
A payment receipt is emailed to you, which you can also access in the Customers Portal under [**View invoices**](https://customers.gitlab.com/receipts).
1. Determine if you have a need for user growth in the upcoming subscription.
1. Log in to the [Customers Portal](https://customers.gitlab.com/customers/sign_in) and select the **Renew** button beneath your existing subscription.
If you need to change your [GitLab tier](https://about.gitlab.com/pricing/), contact our sales team with [the sales contact form](https://about.gitlab.com/sales/) for assistance as this can't be done in the Customers Portal.
1. In the first box, enter the total number of user licenses you'll need for the upcoming year. Be sure this number is at least **equal to, or greater than** the number of billable users in the system at the time of performing the renewal.
1. An activation code for the renewal term is available on the [Manage Purchases](https://customers.gitlab.com/subscriptions) page on the relevant subscription card. Select **Copy activation code** to get a copy.
1. [Add the activation code](../../user/admin_area/license.md) to your instance.
An invoice is generated for the renewal and available for viewing or download on the [View invoices](https://customers.gitlab.com/receipts) page. If you have difficulty during the renewal process, contact our [support team](https://support.gitlab.com/hc/en-us/requests/new?ticket_form_id=360000071293) for assistance.
When a subscription is set to auto-renew, it renews automatically on the
expiration date without a gap in available service. Subscriptions purchased through Customers Portal are set to auto-renew by default.
The number of user licenses is adjusted to fit the [number of billable users in your instance](#view-user-totals) at the time of renewal.
Before auto-renewal you should [prepare for the renewal](#prepare-for-renewal-by-reviewing-your-account). To auto-renew your subscription,
you must have enabled the [synchronization of subscription data](#subscription-data-synchronization).
You can view and download your renewal invoice on the Customers Portal
[View invoices](https://customers.gitlab.com/receipts) page. If your account has a [saved credit card](../index.md#change-your-payment-method), the card is charged for the invoice amount. If we are unable to process a payment or the auto-renewal fails for any other reason, you have 14 days to renew your subscription, after which your GitLab tier is downgraded.
#### Email notifications
15 days before a subscription automatically renews, an email is sent with information about the renewal.
- If your credit card is expired, the email tells you how to update it.
- If you have any outstanding overages or subscription isn't able to auto-renew for any other reason, the email tells you to contact our Sales team or [renew in Customers Portal](#renew-subscription-manually).
- If there are no issues, the email specifies the names and quantity of the products being renewed. The email also includes the total amount you owe. If your usage increases or decreases before renewal, this amount can change.
#### Enable or disable automatic subscription renewal
To view or change automatic subscription renewal (at the same tier as the
previous period), sign in to the [Customers Portal](https://customers.gitlab.com/customers/sign_in), and:
- If a **Resume subscription** button is displayed, your subscription was canceled
previously. Select it to resume automatic renewal.
- If a **Cancel subscription** button is displayed, your subscription is set to automatically
renew at the end of the subscription period. Select it to cancel automatic renewal.
If you have difficulty during the renewal process, contact the
[Support team](https://support.gitlab.com/hc/en-us/requests/new?ticket_form_id=360000071293) for assistance.
1. [Create a ticket with the Support team](https://support.gitlab.com/hc/en-us/requests/new?ticket_form_id=360000071293). Include any relevant material in your request.
If you have a license file or key, you can activate it [in the Admin Area](../../user/admin_area/license_file.md#activate-gitlab-ee-with-a-license-file-or-key).
