Zoho CRM user licences: inactive users and where cost creeps in
Disclosure: Skyfall Labs is an official Zoho Partner. This is a cross-post of our guide; the original, with sources, is at https://www.skyfallhq.net/resources/zoho-crm-user-licences-inactive-users-cost Short answer: per Zoho's help pages, deactivating or deleting a user does not cancel their licence, and Zoho CRM charges on the total number of licences you have purchased whether users are active…
Zoho CRM charges based on the total number of licences purchased, regardless of whether the users are active or not. To stop paying for inactive users, both the licence count in the subscription and the user must be removed. Deactivating a user does not cancel their licence, but deleting a user permanently removes their licence, which must be cancelled separately.
Zoho advises transferring record ownership before deactivating a user, as records remain after deletion and must be manually reassigned. Deactivating a user is reversible and keeps configurations intact, whereas deleting a user results in the loss of integrations and configurations. To minimize the cost creep caused by inactive users, it is recommended to regularly review user activity, deactivate inactive accounts, and adjust the licence count accordingly.
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