Troubleshooting: seat and module messages

Summary: Answers to common messages and questions about seats and modules.

"Project seat required"

Cause: The member tried an action that needs a Project seat, such as approving an artwork or creating a project, and does not hold one.

Solution: Click Ask for a seat. A seat manager grants the request, and the member repeats the action. Alternatively, a member who holds a seat performs the action.

"[Name] has no Project seat" when assigning a role

Cause: You tried to make someone approver, project manager or orderer, and that person has no Project seat. For approver teams, at least one team member has no seat.

Solution: Use Ask for a seat for the named people. After the seats are granted, assign the role again.

"Your subscription does not include the … module"

Cause: The organisation does not have that module.

Solution: This is not a seat issue. Contact Cway to add the module.

Lightbox shows that no licence is available

Possible causes:

• The person has no Lightbox seat in the organisation selected in the app.
• A different organisation is selected in the app.
• The organisation has no Lightbox seats.
• A payment is late, which pauses Lightbox access.

Solution: Check which organisation is selected. If needed, the customer organisation contacts Cway sales to buy or assign Lightbox seats.

A seat request cannot be granted

Cause: All purchased seats are in use.

Solution: Revoke a seat from someone who no longer needs it, or the account owner buys an extra seat in the billing settings, then grant the request.

The number of seats cannot be reduced

Cause: The new number is lower than the number of seats currently assigned.

Solution: Revoke seats first, then reduce the number.

Members lost their seats after a trial

Cause: The paid plan includes fewer seats than were assigned during the trial. The most recently assigned seats were released.

Solution: Assign the freed seats to the right people, or buy extra seats.

Quick answers