Resolve Incorrect Billable User Counts
Written by Mira Beltre
Updated at March 13th, 2026
Table of Contents
Scope
Intended Audience: All Employees, White Label Partners, Channel Partners
This article explains why user counts on the PBX Feature Count Report may appear higher than expected and how to correct them. The most common causes are the Add Phone Extension checkbox being left checked during user creation and devices created by logging into applications such as SNAPmobile.
Requirements
- Manager Portal login with Office Manager scope or higher
- Access to the customer's domain in the Manager Portal
Why Users Appear as Billable
A user on the PBX is counted as a billable seat when they have a device associated with their account. Even if no physical phone is assigned, a device can exist under the user's Phones tab and count as a billable seat on the Feature Count Report.
There are two common ways this happens:
- Add Phone Extension checkbox left checked during user creation -- When creating a new user, the Add Phone Extension checkbox is checked by default. Leaving it checked automatically creates a device entry under that user.
- Logging into an application -- When a user logs into SNAPmobile Web, SNAPmobile (iOS/Android), Teams, or any desktop application, a device is registered under that user. If the user no longer needs the application, the device persists and continues to count as a billable seat.
In both cases, the device will not appear on the Inventory page. It is only visible under the individual user's Phones tab.
Prevent Billable Counts During User Creation
When creating users that do not need a phone (e.g., routing users, call queue users, ring group users), uncheck Add Phone Extension before saving.
- Navigate to Users in the Manager Portal
- Click Add User
- Fill in the required fields (First Name, Last Name, Extension)
- Uncheck the Add Phone Extension checkbox NOTE: This checkbox is checked by default. Leaving it checked creates a device under the user, which makes the user billable.
- Configure any other fields as needed
- Click Add User to save
Remove Devices from Existing Users
If users are already showing as billable due to a device in their Phones tab, remove the device from each affected user.
- Navigate to Users in the Manager Portal
- Click the name of the affected user to open their profile
- Click the Phones tab
- Locate the device entry in the list NOTE: The device will typically show only a name (matching the extension number) with dashes in the Device Type, IP Address, MAC Address, and Line columns.
- Click the X button on the right side of the device row to remove it
- Repeat for each affected user
Verify the Fix
After removing devices and correcting user setup, confirm that the billable count has updated.
- Navigate to Management in the top menu bar
- Select PBX Feature Counts from the dropdown
- Review the most recent count to verify it reflects the expected number of billable users