Manage Pending Licenses

The Pending Licenses tab on the Users page replaces the previous all-or-nothing license enforcement model. Instead of locking every user out of reports when an account goes over its license count, only the agents causing the overage are held back while everyone else keeps full access. This gives admins room to review, approve, merge, or remove those agents on their own timeline — without disrupting the rest of the organization's reporting.

With Pending Licenses, admins can:

• See exactly which agents are pending and why
• Approve agents as licenses become available
• Merge or remove agents to resolve overage without losing data
• Keep reporting active for all users within their purchased license count

Access the Pending Licenses tab via the Users page at Settings > Users & Groups > Users > Pending Licenses tab.

Contents

• How Pending Licenses works
• Understand the Pending Licenses tab
  • Approve pending licenses
  • Remove pending licenses
  • Assign to an existing user
  • Merge with an existing agent
• Add licenses
• Email notifications
• Data retention for pending agents
• Frequently asked questions
• Learn more

How Pending Licenses works

When an account goes over its purchased license count, any new agent that would push the account into overage is automatically routed to the Pending Licenses tab instead of consuming a license. Everyone else on the account keeps full access to their reports and dashboards—the overage is contained to the agents in the queue.

Pending agents:

• Continue collecting activity data in the background
• Do not appear in any reports, dashboards, or analytics until approved
• Retain up to 30 days of collected data while pending — anything older is automatically deleted

Note: When your account enters overage, the Manual User Approval setting automatically turns on in User Settings and can't be turned off until you're back at or under your license count and the Pending Licenses queue is empty.

Understand the Pending Licenses tab

The Pending Licenses tab shows your account's agent and license totals, including the number of agents currently pending, and remains visible even when the queue is empty. A badge on the Pending Licenses tab shows the current number of agents in the queue. This badge is visible from any tab on the Users page, so you don't have to switch tabs to know whether anything needs review.

The Pending Licenses table lists each agent in the queue with a checkbox for bulk selection, columns for Device Login, User Type, User, Data History, First Log, and Last Log, and a three-dot menu on the right of each row for individual actions. Info icons next to User Type, User, and Data History provide quick definitions for each column without leaving the page. The Pending Licenses tab isn't searchable or filterable, but you can sort by any column except User. When there's nothing to review, you'll see: You're all caught up! You have no Pending Licenses at this time.

Approve pending licenses

Approving a pending agent consumes one license and moves the agent to the User Records tab, making its historical data visible in reports the same day for dashboards using Live Data (and the following day for dashboards using Insights).

For a single user

1. Find the pending license in the table
2. Click the three-dot menu on the right side of that row and select Approve

For multiple users

1. Select multiple users using the checkboxes to the left of the table
2. Click Approve

What happens next 

A popup window will give you more information on the next step. This will depend on how many licenses are currently available:

• Sufficient licenses: A confirmation dialog appears: Approving these agents will use one license each from your plan. You can manage assignments anytime in User Records. Once approved, the license moves to User Records, and the data is active and visible in reports.
• Some, but not enough, licenses available: You'll see an Insufficient Licenses dialog. Free up licenses by removing users or add more licenses to your plan.
• No licenses available: You'll see a License Limit Reached dialog with the same options: free up licenses or add more to your plan.

If you don't have enough licenses to approve a pending agent, you have a few options for freeing one up:

• Delete a user: permanently remove an existing user and their data, freeing up the license(s) they were using
• Merge user records: combine two existing user records into one, consolidating their licenses into a single one
• Merge agents: combine two or more existing agents (e.g., duplicate devices for the same person) into one, freeing up the extra license(s)
• Add more licenses: purchase additional licenses through the self-service cart instead of freeing up existing ones

Remove pending licenses

Removing a pending agent permanently deletes its collected data and adds the device login to Do Not Track, so it won't be tracked again. You can remove a pending agent regardless of license availability, and it doesn't consume or free up a license.

For a single user

1. Find the pending license in the table
2. Click the three-dot menu on the right side of that row and select Remove

For multiple users

1. Select multiple users using the checkboxes to the left of the table
2. Click Remove

What happens next 

Confirm in the popup window: This will add the device to Do Not Track and permanently delete all associated data. This action cannot be undone.

Assign to an existing user

Use this action when a pending agent belongs to someone who already has a user record in your account. Any data the agent reports will be attributed to the selected user going forward.

For a single user

1. Find the pending license in the table
2. Click the three-dot menu on the right side of that row and select Assign to existing user

For multiple users

1. Select multiple users using the checkboxes to the left of the table
2. Click Assign to existing user

What happens next 

You will navigate to the Assign to Existing User wizard, which has three steps.

1. Select Existing User: use the search bar and/or filters to locate the existing user and click Continue
2. Summary: review the summary of the resulting user record, now containing the additional license(s)
3. Confirmation: click Assign agent to complete the action

Merge with an existing agent

Merging consolidates a pending agent's data into an existing, already-approved agent. This option does not consume a license.

For a single user

1. Find the pending license in the table
2. Click the three-dot menu on the right side of that row and select Merge with existing agent

For multiple users

1. Select multiple users using the checkboxes to the left of the table
2. Click Merge with existing agent

What happens next 

On the Merge with Existing Agent page, use the search bar and/or filter to locate the existing agent. Click Merge Agents.

Add licenses

If you'd rather resolve overage by purchasing more licenses, click Add licenses from any tabs on the Users page. After you complete your purchase in the self-service cart, you'll return to Pending Licenses to continue approving agents.

Email notifications

Admins receive an email when their account has agents waiting in Pending Licenses for longer than 30 days, since activity data for those agents is being permanently deleted. The email links directly to the Pending Licenses tab so you can take action before more data is lost.

Data retention for pending agents

Pending agents keep collecting activity data in the background, but that data is only preserved for 30 days. Data older than 30 days is automatically and permanently purged — approving or merging an agent before then is the only way to preserve it.

Frequently asked questions

Does a pending agent count against my license total?

No. Pending agents don't consume a license until they're approved.

What happens if I do nothing?

The agent keeps collecting data in the background for up to 30 days, but none of that data appears in reports. After 30 days, the data is permanently deleted.

Can I merge two pending agents together?

Not at this time. Merging is only available between a pending agent and an already-approved agent.

Learn more

• User Management via the Users Page
• ActivTrak User and License Management
• Make Changes to Your ActivTrak Package
• Merge User Records
• Manage Do Not Track Rules