Troubleshoot licensing

Use these checks when a CareMap feature is missing, an authoring action is unavailable, or a workspace has less storage or AI capacity than expected.

Check your Licenses

1. Open Settings, then select Account.
2. Find Licenses and review Your capabilities. This is the combined result of your active Licenses.
3. Select View licenses.
4. Compare Active Licenses and Past Licenses. Open a row to see its status, issue and expiration dates, source, commercial terms, and grants.

A Package defines a set of capabilities or quantities. A License assigns that Package to an account or organization. Several active Licenses can combine to supply the effective capabilities shown in CareMap.

An Expired or Revoked License appears under Past Licenses and no longer supplies grants. The details show a revocation date and reason when one was recorded. No capabilities are currently granted means the active Licenses do not currently contribute a visible capability or allowance.

Match the missing feature to its grant

The capability summary can include Content use, Content authoring, Catalog publishing, Notes, Report Aggregates, Unlimited Guardians, Storage capacity, and Next-cycle AI credits.

For example, viewing permitted Guides and authoring them are separate capabilities. Creating or editing content requires the appropriate active License grant as well as edit access to the folder. A License does not override a read-only folder, a suspended organization membership, or another workspace permission.

Storage and AI values are allowances, not on/off access labels. Confirm their amounts as well as the Package name when the feature exists but its capacity is lower than expected.

Check the workspace

Licensing follows the workspace supplying the feature. Switch to the intended personal or organization workspace and try the action again. The Licenses card in Settings > Account shows your account Licenses. For an organization capability or allowance, ask an authorized organization manager to check that organization's Licenses if you cannot view them yourself.

If the License still looks wrong

• If the Licenses card does not load, select Retry.
• Confirm the expected License is under Active Licenses, has not reached its Ends date, and lists the needed grant.
• If it is expired, revoked, missing, or assigned from an unexpected source, contact the organization manager, Supplier, or administrator who issued it. Include the Package name, visible status, end date, and missing capability.
• After a correction, reopen the affected workspace and retry the action. If the active License and grant are correct but access is still missing, ask the workspace owner to check your membership and folder permission.