Gitlab hero border pattern left svg Gitlab hero border pattern right svg

Troubleshooting: True Ups, Licenses + EULAs

  • Please feel free to add more to this page
  • Join #smb_training_support on slack

Common Questions from GitLab Team Members

User Counts: True Ups, Add-ons, Users Over License

What is a True Up?
What causes a true-up error?

We currently charge 100% for users added during the year of their subscription. At renewal, it has become a common occurrence that our customers have miscalculated the number of true-up users required for their license.

The true-up must match the number of users over license data collected on their admin dashboard or else the license will fail to register.

Example:

Customer purchased 10 users at the start of their subscription; during the year of their subscription, they had 12 total users in license, adding 2 additional. Their admin dashboard would read 2 users over license. At the time of their renewal, they will be responsible for paying for those 2 users over license in addition to however many users they want to renew for, and once paid for, those 2 users will be added to their new subscription license key. If the true-up is not added or has the incorrect number of users over the license, the license key will not work.

The customer is always free to renew for as many users as they would like, even if this number is lower than the previous year; the true-up amount just needs to be paid for in full.

If a customer is having issues obtaining the number of licenses needed to purchase, you can request a screenshot from them or else access their usage ping data through the version application. If there is no data available through usage ping, we can conclude that the usage ping has not been enabled from the customer, and you will need to obtain this information manually.

Customer Question: Why is there a discrepancy between “Maximum Users” and “Users” on the admin dashboard? (self-managed)

The following users do not take up a license on self-managed:

Customer Question: How do I add seats to self-managed?

Communicate to customer

  • Navigate to the customers app and sign in or reset the password if required
  • Go to subscriptions
  • Locate the subscriptions you wish to add more seats to and click the button Add more seats
  • Enter the total amount of seats you wish to have (i.e. you have 50 but want to have 60, so you have to enter 60)
  • Click Proceed to checkout and finalize the purchase
  • You will receive amended license key afterward

Licenses

What is a license?
What users do not affect counts towards license on self-managed?
How to ask the customer for a screenshot needed for users over license

Communicate to the customer

To help me provide better support for your renewal I'll need some more information, could you please provide a screenshot following the below instructions? For Self Hosted

  1. Navigate to Admin Area
  2. Click License as it's shown here and send it to me For .com/Saas
  3. Navigate to group settings
  4. Navigate to billing area If you can share the details found there under Maximum Users and Users over License, then I will be able to send a quote over to you.
How do I change the license owner for self-managed instances with license.gitlab

From the license app

  1. Navigate to the license app
  2. Find the company account through the search option
  3. Select their most recent license that needs to be sent
  4. Scroll down to the bottom and select duplicate license
  5. After duplicate license change the email address

From the customer portal

  1. Navigate to the customers app
  2. Search company name
    • Click on the edit icon
    • Change the email (and name if applicable)
  3. The customer needs to click on Forgot Password using the new email
When might a license be manually generated?

Licenses only apply to self managed.

Manually Generate License for a Trial or to Amend a True Up Problem

Note: There are no license keys provided for GitLab.com subscriptions

Generate Trial License Navigate to the license app

  1. Type in customer name (exactly as it is in Salesforce) or use the domain name in their email address
  2. When the license comes up, there might be one or there might be multiple
    • Navigate to the most recent license based on expires at date
    • Click on the Name
    • Scroll down to duplicate license
    • Type in the correct number of users
    • Check the box indicating this is a trial
    • Select the plan: make sure the starts at and expires at reflect the accurate dates for the trial because we cannot retract a license if you accidentally make the expiration date for a year from now they’ll have free access for a year
    • Add notes if you prefer
    • Click Create License
  3. The license will automatically be sent to the email on file, and you can also download the license from that screen and send as an attachment to prospect directly.

For non-trial: Generate License to Amend a True Up Problem

  1. Navigate to the license app
  2. Type in customer name (exactly as it is in Salesforce) or use the domain name in their email address
  3. When the license comes up, there might be one or there might be multiple
    • Navigate to the most recent license based on expires at date
    • Click on the Name
    • Scroll down to duplicate license
    • Type in the correct number of users or true-ups
    • Make sure the starts at and expires at dates are not changed
    • Add notes to give reference as to why you’re amending the license
    • Click Create License
  4. The license will automatically be sent to the email on file, and you can also download the license from that screen and send as an attachment to prospect directly.
How do I request a trial for .com customer?
How long do trials last? Where can I see the end date?

30 days, you can see the end date if a namespace is on a trial in the customer portal admin

How do I request to extend a .com trial for a customer?

For trial extensions open an issue using the Trial Extension template.

How do I request a Bronze or Silver trial for a customer?
  1. open an issue using the Plan Change Request template.
    • NOTE: It's not yet possible for users or GitLab employees to directly start a Bronze or Silver trial on a namespace.
    • If one is needed, have the user initiate a Gold trial and then open an issue per the above link using the Plan Change Request template to have the plan manually changed. Implementation of this feature is being discussed in this issue.
Customer Question: how do I setup a gitlab.com trial?

Communicate to customer

  • Have you created a group?
  • If not, please do so; this documentation will help: https://docs.gitlab.com/ee/user/group/#create-a-new-group
  • When you've created a group try the trial again using the email associated with that group here: https://customers.gitlab.com/trials/new?gl_com=true
  • If you still run into an error please let me know and I'll have support manually upgrade your trial group.
Trial Users who need help

Subscription or Plan Problems

My prospect is unable to apply a purchased subscription to their GitLab.com group
I want to change the plan of a GitLab.com user or group

Common Questions from Customers

Customer Question: Where can I track how many CI minutes I've used?

For individuals on dotcom, go to the user settings and at the bottom you see pipeline quotas where it shows the usage. Group settings have a similar page, but they’ll see Usage Quotas.

Customer Question: I bought a subscription for my personal account, how can I apply it to my group?

They just need to reassociate it with the group. Communicate to the customer:

To do this:

  • Log into: https://customers.gitlab.com/customers/sign_in using email EMAIL
  • Navigate to Manage Purchases
  • Select Change linked group
  • Select the desired group from the This subscription is for dropdown
  • Select Proceed to checkout

Note, if there are more users associated with the group (including its subgroups and nested projects) than what is included in your subscription, you will be charged for the overage of users during this last step.

How do I upgrade a customer?
  1. Navigate to customer’s account in Salesforce.
  2. Navigate to opportunities and click into most recent purchase: should be renewal or new business, not add-on
  3. From the opportunity view, navigate and click New Add On Opportunity
    • This will create a new oppty for your upgrade
    • Name the oppty appropriately
    • From the new add-on oppty view click New Quote
    • Amend subscription
      • add the new SKU
      • remove the old items
      • Save
      • Generate PDF

Billing

Customer Question: I want to pay my sales assisted order by credit card, how do I do that?

Ask your customer to tag Billing Ops in Salesforce chatter on the opportunity with this request.

Customer Question: How can I initiate a refund or downgrade?

If a customer requests to downgrade the product they are currently using, we are unable to process refunds within 45 days of purchase; however, we are able to downgrade their plan.

A customer can initiate a refund themselves: Communicate to the customer:

You can get this charged reversed by reaching out directly to ar@gitlab.com

  1. Add your invoice
  2. Request a refund explaining that the second charge was an error purchase
  3. You must do this within 45 days of your original purchase

If you have additional questions, please let me know!

How do I initiate a refund or downgrade for a customer?

If a customer requests to downgrade the product they are currently using, we are unable to process refunds within 45 days of purchase; however, we are able to downgrade their plan. You can initiate the refund for the customer:

How does a customer pay with a credit card with a sales assisted order?

Self-managed/self hosted Communicate to the customer

  • To finalize the order, please sign and date it on the second page and return all pages back to me.
  • Afterward, you will receive an automated email with the license key as well as the invoice and we will charge your credit card.

Make sure they have added a credit card on the payment methods within the customers.gitlab.com portal.

.com/Saas Communicate to the customer

To finalize the order, please sign and date it on the second page and return all pages back to me. Afterward, your group will be upgraded with new users and you will receive the invoice and we will charge your credit card.

Make sure that the customer has created an account, as well as a group, in order for us to apply the subscription to their group appropriately.

Customer Question: How can I do a wire transfer?

Communicate to the customer

Self-managed: > To finalize the order, please sign and date it on the second page and return all pages back to me. > Afterward, you will receive an automated email with the license key as well as the invoice for the wire transfer.

com: > Find the quote attached. > To finalize the order, please sign and date it on the second page and return all pages back to me.

Afterward, your group will be upgraded with new users and you will receive the invoice for the wire transfer.

(No license file on .com.)

Payment by credit card (new customer) e-Sertifi
  1. Start within quote object not from opportunity page
  2. Sertifi e-sign
    • Email invite message
    • Email addresss, click next
    • Click related notes and attachments and select correct quote
    • Click on preview/prefill document
  3. Navigate on lefthand bar to payment authorization without address
  4. Move box to right of signature field
  5. Save
  6. Exit
  7. send for signature

When they return the signed quote, no need to ping deal-desk on chatter.

OR

tag Billing Ops in chatter on the opportunity with this request

Quotes

What do the terms "Sold to" and "Bill to" mean on a quote?
Entity

All web direct orders are GitLab Inc. However, say you have an upcoming renewal that will be sales assisted where the customer previously purchased web direct, if the customer is located in one of the countries where we have another entity (UK, Germany, Netherlands, Australia), the renewal quote must reflect the correct entity. E.g. Customer in UK purchased web direct, at renewal (if sales assisted) the quote should reflect GitLab Ltd. (UK entity). This is to make sure we ask for Tax ID or VAT ID which prevents a customer from paying tax or VAT charges.

The following image reflects how inside the quote object you can change the entity to US.

Checklists for quotes

Add-on opportunity quotes
Information required for normal quote
Copy/paste for renewals
  1. Screenshot of customer admin area
  2. Sold To Contact first/last name, email address, mailing address
  3. Bill To Contact person first/last name, email address, mailing address
  4. Plan
  5. Number of users
Information required for a reseller Quote
  1. Reseller Name
  2. Contact Name
  3. Contact Email
  4. Reseller Address
  5. End User Company Name
  6. Contact Name
  7. Contact Email

General Communications to Customers

Budget

Ask:

Is there a budget that you are looking to stay within that we should be mindful when considering your use case?

Documentation Needed