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: Purchase additional licenses: Either more of the required add-on, or Zoho One licenses (either will resolve this). Deactivate/relicense an existing user to free up a license. Exclude the affected users from the assignment for now
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: Add an appropriate Lite-user add-on that supports the app Convert the user to Zoho One license Select a different user who has the required add-ons. See Assign Applications to Lite Users for details
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: Remove existing users from the import file. Use Update License to change existing users individually after import.
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.