Hello,
Is it possible to add another Account Admin user to an Organization Account? If so, how do I go about accomplishing this?
My account was created but not associated to our Org Account like the others and our current admin is unable to add me. We’ve been having issues getting in contact with support with this question as well. The chatbot referred me to the support email and since contacting via email, I haven’t received a response.
Best,
John
@elly_tran please look into the issue
Yes, multiple Account Admins possible—non-licensed users can be admins for management.
Current Admin → Admin Settings (top-right) > Org > User Management:
Hi @johnson.bui,
Thank you for raising your issue. I will let my team know and check on it. Update with you soon
Hi John,
Thank you for contacting us. I am Julia from the Katalon Support Team and regarding your issue, I have checked in our email again and confirmed that a support agent has already replied to your case.
In case you missed it, let me explain to you here again:
The current licensing model your organization is using is seat-based, meaning the number of members allowed in the organization must correspond to the number of available licenses/seats.
At the moment, your organization currently has 2 KSE license and 1 KAM license. There are already 3 members added to the IEM organization, which is why the current primary account admin is unable to add you at this time, as all available seats are already occupied.
To add additional members, your Account Admin would either need to free up an existing seat by removing a user, or purchase additional licenses depending on your team’s needs.
If you would like further assistance on this matter, you can also continue the conversation within your existing email thread with our Support Team for the quickest follow-up and response.
I hope this helps clear things up for you!
Thank you for the explanations, all!
I checked our email firewall and can’t seem to find any reply from the Support Team, so I’ll have to continue the discussion here for now.
I can’t seem to find pricing specifically for a KAM license. Is it possible to add one independently of the KSE or other licenses?
If not, is there a particular method that the current admin will need to perform to replace their account and KAM license allocation with my account?
Based on our current understanding, there’s a bit of a chicken-and-egg problem. An org admin is the only one that can add admin users, provided there are enough KAM licenses. Since we only have 1 KAM license, we would need to remove the current admin’s allocated license, so that I can use it. However, that would make it so they’re no longer the admin and thus cannot add me. Hopefully, we’re just missing an alternative solution here.
Hello Johnson, we were notified by our Support Team that we have contacted you, wondering if you received any message from the team.
Hi John,
Thank you for your detailed response. The action to transfer the KAM license currently can only be done by us, the Support team.
I have sent out a new email to you from the support email for reconfirmation to transfer the KAM, so kindly check it out and follow-up there. If you still cannot see the email, please drop a comment here.
Thanks for confirming! I’m sure what changed, but I did indeed receive this follow-up. I’ll reply to them now.
hi @johnson.bui
You can have multiple Account Admins, but each one consumes a seat. The chicken-and-egg problem has a straightforward workaround: the current admin should remove one of the two KSE users to free a seat, then add you with the Account Admin role. Once you are in as a second admin, the original admin can remove themselves or downgrade their role, freeing up the KAM license for you if needed.