Troubleshooting Lite Users & Add-ons
This guide helps you resolve common issues with Lite users and Lite-user add-ons in Zoho One.
If a Lite User Add-on isn't visible
If you can't see a Lite-user add-on on your Manage Add-ons page:
- The app supported by the add-on must already be added to your Zoho One organization. Check the list of added apps here: Directory > Applications
- Go to Subscription > Manage Add-ons to see which add-ons are available for your subscription. Not all add-ons are available on every subscription plan.
- Offline or partner subscription: If the add-on you need does not appear in Manage Add-ons, or if you purchased offline or through a partner, contact support@zohoone.com to enable the add-on. Our team can check availability for your specific plan and enable the add-on if eligible.
If you cannot assign a Lite-user add-on to a user
- Verify whether all available licenses for that Lite-user add-on are already in use by going to Subscription > Manage Add-ons.
- If the license limit is reached, purchase additional add-on licenses before assigning new Lite users.
See: Resolve License Conflicts & Purchase Licenses
App migration issues
When migrating a standalone Zoho application to Zoho One, user licenses may be automatically changed to optimize costs and ensure access. For complete details on how migration works with Lite users, see: Application Migration with Lite Users
Common migration issues
Issue | Why | What to do |
Some users were converted to Zoho One during migration | Lite add-on licenses were exhausted, or no compatible add-ons exist | Review the post-migration email, then use Update License to adjust if needed |
I received a scheduled deactivation warning | Migration required more licenses than available | Within 24 hours, either purchase additional licenses or manually deactivate excess users before the deadline. If no action is taken, excess users will be automatically deactivated after 24 hours. |
For migration assistance, contact support@zohoone.com
Common Error Scenarios and Resolutions
Error message | Meaning | How to Resolve |
This add-on is not available in your organization | The app supported by the add-on hasn't been added yet, or the add-on isn't available for your subscription type | Check if the required app is added. If yes, check your subscription type (AEP vs FUP). Contact support if still unavailable. |
Maximum license limit reached | The required add-on has reached its limit and no Zoho One licenses are
available. The system already checked for a Zoho One fallback before
showing this error. | Do one of the following:
|
Cannot convert user - Device association exists | User is associated with MDM/MAM or RADIUS | This user must retain a Zoho One license. Remove device/RADIUS associations first, or keep the user on Zoho One. |
Cannot convert user - Zoho One Admin role assigned | Attempted to assign a Zoho One Admin role (Org Admin, Application Admin, etc.) to a Lite user | Convert the user to a Zoho One license (you'll be prompted) Alternatively,
if you want the user to have admin privileges in a specific app,
assigning them the Service Admin role within that app instead (not
through the Z1 admin panel). |
Cannot assign Service Admin - app not supported by user's add-ons | Attempted to make a Lite user a Service Admin in an app that's not supported by their current Lite-user add-ons | Do one of the following:
|
App not supported by selected add-ons | You're trying to assign an app that none of the user's add-ons support | Add another Lite-user add-on that supports the app, occonvert the user to Zoho One |
Add-on cannot be downgraded - used in CA rules | The add-on is referenced in Conditional Assignment rules | Remove the add-on from all CA rules first, then downgrade. Go to Directory > Conditional Assignment. |
Add-on cannot be removed - users are assigned | Active users are currently using this add-on | Identify users with this add-on (Directory > Users > Filter by
license). Either deactivate those users OR change their license. Then
retry the downgrade. |
Hosted domain required for Mail assignment | You're trying to assign Zoho Mail via a Lite-user add-on, but your org has no hosted email domain | Add a hosted domain to your organization first (Settings > Domains). Then assign Zoho Mail to Lite users. Or contact support@zohoone.com for assistance. |
Cannot import - file contains existing users with different licenses | Your import file includes users who already exist in your org, and their current licenses differ from the import selection | Existing users retain their current licenses during import to prevent unintended app removal. Do one of the following:
|
The following selected apps does not comes under any add-on - {app name} | You attempted to select an app that is not supported by any Lite-user
add-on available in your organization. The app is prevented from being
selected - it was not added to the user. | Option 1: Change the user's license type to Zoho One, then select
the app again. The app will be assigned successfully with the Zoho One
license. Option 2: Purchase a Lite-user add-on that supports this application, assign it to the user, then select the app. Option
3: Proceed without this app - Continue with user creation/activation
using only the compatible apps that were successfully selected. The user
will remain a Lite user. |
If you encounter an error that's not listed here, contact support@zohoone.com
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