Fix - Free up license seats

How can I free the license seat of a computer I longer have access to?

Who This Article Is For

This article is for ATLAS.ti users working with a shared multi-user or campus license who cannot start the software because all license seats appear to be occupied.

When this happens

You may see one of the following messages when trying to start ATLAS.ti:

Desktop (Windows or Mac):

{"message":"Matching license but no free seat found"}

ATLAS.ti Web:

“This license is exceeding the maximum user count.”

Both messages indicate that all available license seats are currently in use. ATLAS.ti licenses operate with a concurrent seat model, meaning only a limited number of users can use the software at the same time. If all seats are occupied, additional users must wait until a seat becomes available.

If you are an invitee into another user, then the message may indicate that there is another user working with ATLAS.ti on this license. To make sure that the user is logged out, you can recommend them to click on "Free up my seats" from my.atlasti.com. This will quickly release the user's seat and allow you to join in right away

How to free up your seat

If you previously used ATLAS.ti on another device, your seat may still be assigned to that session. To release it immediately, go to https://my.atlasti.com, log in to your ATLAS.ti account, and click Free Up My Seats at the bottom of the page. This will release any seats currently associated with your account and allow you to start ATLAS.ti again.

If the "Free up my Seats" option does not appear on your side, it means you are not currently occupying a license seat. In that case, there is no seat to release, so the option is not shown. The option only appears when you are actively using a seat in the license.

Is there another way?

A license seat is also released automatically when the user closes the ATLAS.ti application, logs out, or closes the browser tab if using ATLAS.ti Web. If another user is actively working with the license, you may need to wait until they finish or close the software before a seat becomes available.

When to Contact Support

Contact ATLAS.ti Support if:

• You cannot start ATLAS.ti even though the account portal shows that seats should be available.
• The Free Up My Seats option is visible but does not release the seat after you click it.
• Your account appears to hold a seat even though you are no longer using ATLAS.ti on any device.
• The license remains locked or unavailable for an extended period despite users closing the software and releasing their sessions.

If the license state continues to behave unexpectedly after these checks, support can review the account and help resolve the issue.