Who is this article for?

Users who want to understand the Neo license management portal.

No elevated permissions are required.

This article explains the Neo License Management Portal.

1. What is it?

The Neo licensing system has replaced the Solo system for most customers, enabling a portal for license management.

2. What can you do?

In the management portal, users can:

• find their license ID and password
• view all currently active users on their license
• remove users from their license

3. How do users consume licenses?

Each user consumes one license per email address. They can log in on multiple devices without consuming extra licenses, as long as the email matches the licensed account.

If a user changes computers but keeps the same email, they can continue using their existing license without any action required.

4. When can you use this portal?

Access the portal anytime to manage users or retrieve your license ID and password.

If you see "mail manager seat count has exceeded" or "license count exceeded," use the portal to check user validity and consider removing users or contacting your account manager for more licenses.

5. Notes on deactivating users

Deactivating a user's license before they leave is ideal, but if that's not possible, the portal allows you to remove users without needing to log in as them.

Under Tools > User Preferences, the 'Release key after existing Outlook' setting is only for the legacy Solo system and should not be used with Neo.

You cannot deactivate a user active in the last 24 hours; wait for that period to pass. If a subscription ends, licenses will expire automatically.

6. How can I tell if we are using the Neo system?

Select Help > About Mail Manager to see "NEO protection scheme" if you are using it. For a transition to Neo, contact your account manager.

7. How do you access the portal?

Account Manager will help you with the License counts. Access to the portal is restricted.

8. Who is my Account Manager?

If you don't know your account manager, ask a support agent, and they can assist you.

9. Troubleshooting

Known errors and their fixes:

• ServerError: invalid_client .... The provided client secret keys for app .... are expired.
  > This should be temporary and would needs to be resolved by those responsible for the license portal at Ideagen. Support would be able to help with this, if this persists.
• Login not being recognised
  > Check that the login being used is what was setup with the account manager and with your IT, that your Azure system is sending that email and isn't reformatting it/using an alternative version.