GitLab self-managed subscription

You can install, administer, and maintain your own GitLab instance.

This page covers the details of your GitLab self-managed subscription.

GitLab subscription management requires access to the Customers Portal.

Customers Portal

GitLab provides the Customers Portal where you can manage your subscriptions and your account details.

Customers are required to use their GitLab.com account to register for a new Customers Portal account.

If you have a legacy Customers Portal account that is not linked to a GitLab.com account, you may still sign in using an email and password. However, you should create and link a GitLab.com account to ensure continued access to the Customers Portal.

Customers of resellers do not have access to this portal and should contact their reseller for any changes to their subscription.

Subscription

The cost of a GitLab self-managed subscription is determined by the following:

Choose a GitLab tier

Pricing is tier-based, so you can choose the features that fit your budget. For information on the features available for each tier, see the GitLab self-managed feature comparison.

Subscription seats

A GitLab self-managed subscription uses a hybrid model. You pay for a subscription according to the maximum number of users enabled during the subscription period. For instances that aren’t offline or on a closed network, the maximum number of simultaneous users in the GitLab self-managed installation is checked each quarter.

If an instance is unable to generate a quarterly usage report, the existing true up model is used. Prorated charges are not possible without a quarterly usage report.

View user totals

You can view users for your license and determine if you’ve gone over your subscription.

  1. On the top bar, select Main menu > Admin.
  2. On the left menu, select Subscription.

The lists of users are displayed.

Billable users

A billable user counts against the number of subscription seats. Every user is considered a billable user, with the following exceptions:

Billable users as reported in the /admin section is updated once per day.

Maximum users

The number of maximum users reflects the highest number of billable users for the current license period.

Users over subscription

The number of users over subscription shows how many users are in excess of the number allowed by the subscription. This number reflects the current subscription period.

For example, if:

  • The subscription allows 100 users and
  • Maximum users is 150,

Then this value would be 50.

If the Maximum users value is less than or equal to 100, then this value is 0.

A trial license always displays zero for Users over subscription.

If you add more users to your GitLab instance than you are licensed for, payment for the additional users is due at the time of renewal.

If you do not add these users during the renewal process, your license key will not work.

Free Guest users

In the Ultimate tier, users who are assigned the Guest role do not consume a seat. The user must not be assigned any other role, anywhere in the instance.

  • If your project is private or internal, a user with the Guest role has a set of permissions.
  • If your project is public, all users, including those with the Guest role can access your project.
  • A user’s highest assigned role is updated asynchronously and may take some time to update.
note
If a user creates a project, they are assigned the Maintainer or Owner role. To prevent a user from creating projects, as an administrator, you can mark the user as external.

Tips for managing users and subscription seats

Managing the number of users against the number of subscription seats can be a challenge:

  • If LDAP integration is enabled, anyone in the configured domain can sign up for a GitLab account. This can result in an unexpected bill at time of renewal.
  • If sign-up is enabled on your instance, anyone who can access the instance can sign up for an account.

GitLab has several features which can help you manage the number of users:

Subscription data synchronization

Introduced in GitLab 14.1.

Subscription data can be automatically synchronized between your self-managed instance and GitLab. To enable subscription data synchronization you must have:

  • GitLab Enterprise Edition (EE), version 14.1 or later.
  • Connection to the internet, and must not have an offline environment.
  • Activated your instance with an activation code.

When your instance is activated, and data is synchronized, the following processes are automated:

At approximately 03:00 UTC, a daily synchronization job sends subscription data to the Customers Portal. For this reason, updates and renewals may not apply immediately.

The data is sent securely through an encrypted HTTPS connection to customers.gitlab.com on port 443. If the job fails, it retries up to 12 times over approximately 17 hours.

Subscription data

The daily synchronization job sends only the following information to the Customers Portal:

  • Date
  • Timestamp
  • License key
    • Company name (encrypted within license key)
    • Licensee name (encrypted within license key)
    • Licensee email (encrypted within license key)
  • Historical maximum user count
  • Billable users count
  • GitLab version
  • Hostname
  • Instance ID

Example of a license sync request: 

{
  "gitlab_version": "14.1.0-pre",
  "timestamp": "2021-06-14T12:00:09Z",
  "date": "2021-06-14",
  "license_key": "eyJkYXRhIjoiYlR2MFBPSEJPSnNOc1plbGtFRGZ6M
  Ex1mWWhyM1Y3NWFOU0Zj\nak1xTmtLZHU1YzJJUWJzZzVxT3FQRU1PXG5
  KRzErL2ZNd0JuKzBwZmQ3YnY4\nTkFrTDFsMFZyQi9NcG5DVEdkTXQyNT
  R3NlR0ZEc0MjBoTTVna2VORlVcbjAz\nbUgrNGl5N0NuenRhZlljd096R
  nUzd2JIWEZ3NzV2V2lqb3FuQ3RYZWppWVFU\neDdESkgwSUIybFJhZlxu
  Y2k0Mzl3RWlKYjltMkJoUzExeGIwWjN3Uk90ZGp1\nNXNNT3dtL0Vtc3l
  zWVowSHE3ekFILzBjZ2FXSXVQXG5ENWJwcHhOZzRlcFhr\neFg0K3d6Zk
  w3cHRQTTJMTGdGb2Vwai90S0VJL0ZleXhxTEhvaUc2NzVIbHRp\nVlRcb
  nYzY090bmhsdTMrc0VGZURJQ3VmcXFFUS9ISVBqUXRhL3ZTbW9SeUNh\n
  SjdDTkU4YVJnQTlBMEF5OFBiZlxuT0VORWY5WENQVkREdUMvTTVCb25Re
  ENv\nK0FrekFEWWJ6VGZLZ1dBRjgzUXhyelJWUVJGTTErWm9TeTQ4XG5V
  aWdXV0d4\nQ2graGtoSXQ1eXdTaUFaQzBtZGd2aG1YMnl1KzltcU9WMUx
  RWXE4a2VSOHVn\nV3BMN1VFNThcbnMvU3BtTk1JZk5YUHhOSmFlVHZqUz
  lXdjlqMVZ6ODFQQnFx\nL1phaTd6MFBpdG5NREFOVnpPK3h4TE5CQ1xub
  GtacHNRdUxTZmtWWEZVUnB3\nWTZtWGdhWE5GdXhURjFndWhyVDRlTE92
  bTR3bW1ac0pCQnBkVWJIRGNyXG5z\nUjVsTWJxZEVUTXJNRXNDdUlWVlZ
  CTnJZVTA2M2dHblc4eVNXZTc0enFUcW1V\nNDBrMUZpN3RTdzBaZjBcbm
  16UGNYV0RoelpkVk02cWR1dTl0Q1VqU05tWWlU\nOXlwRGZFaEhXZWhjb
  m50RzA5UWVjWEM5em52Y1BjU1xueFU0MDMvVml5R3du\nQXNMTHkyajN5
  b3hhTkJUSWpWQ1BMUjdGeThRSEVnNGdBd0x6RkRHVWg1M0Qz\nMHFRXG5
  5eWtXdHNHN3VBREdCNmhPODFJanNSZnEreDhyb2ZpVU5JVXo4NCtD\nem
  Z1V1Q0K1l1VndPTngyc1l0TU5cbi9WTzlaaVdPMFhtMkZzM2g1NlVXcGI
  y\nSUQzRnRlbW5vZHdLOWU4L0tiYWRESVRPQmgzQnIxbDNTS2tHN1xuQ3
  hpc29D\nNGh4UW5mUmJFSmVoQkh6eHV1dkY5aG11SUsyVmVDQm1zTXZCY
  nZQNGdDbHZL\ndUExWnBEREpDXG41eEhEclFUd3E1clRYS2VuTjhkd3BU
  SnVLQXgvUjlQVGpy\ncHJLNEIzdGNMK0xIN2JKcmhDOTlabnAvLzZcblZ
  HbXk5SzJSZERIcXp3U2c3\nQjFwSmFPcFBFUHhOUFJxOUtnY2hVR0xWMF
  d0Rk9vPVxuIiwia2V5IjoiUURM\nNU5paUdoRlVwZzkwNC9lQWg5bFY0Q
  3pkc2tSQjBDeXJUbG1ZNDE2eEpPUzdM\nVXkrYXRhTFdpb0lTXG5sTWlR
  WEU3MVY4djFJaENnZHJGTzJsTUpHbUR5VHY0\ndWlSc1FobXZVWEhpL3h
  vb1J4bW9XbzlxK2Z1OGFcblB6anp1TExhTEdUQVdJ\nUDA5Z28zY3JCcz
  ZGOEVLV28xVzRGWWtUUVh2TzM0STlOSjVHR1RUeXkzVkRB\nc1xubUdRe
  jA2eCtNNkFBM1VxTUJLZXRMUXRuNUN2R3l3T1VkbUx0eXZNQ3JX\nSWVQ
  TElrZkJwZHhPOUN5Z1dCXG44UkpBdjRSQ1dkMlFhWVdKVmxUMllRTXc5\
  nL29LL2hFNWRQZ1pLdWEyVVZNRWMwRkNlZzg5UFZrQS9mdDVcbmlETWlh
  YUZz\nakRVTUl5SjZSQjlHT2ovZUdTRTU5NVBBMExKcFFiVzFvZz09XG4
  iLCJpdiI6\nImRGSjl0YXlZWit2OGlzbGgyS2ZxYWc9PVxuIn0=\n",
  "max_historical_user_count": 75,
  "billable_users_count": 75,
  "hostname": "gitlab.example.com",
  "instance_id": "9367590b-82ad-48cb-9da7-938134c29088"
}

Manually synchronize your subscription details

You can manually synchronize your subscription details at any time.

  1. On the top bar, select Main menu > Admin.
  2. On the left sidebar, select Subscription.
  3. In the Subscription details section, select Sync subscription details.

A job is queued. When the job finishes, the subscription details are updated.

Obtain a subscription

To subscribe to GitLab through a GitLab self-managed installation:

  1. Go to the Customers Portal and purchase a GitLab self-managed plan.
  2. After purchase, an activation code is sent to the email address associated with the Customers Portal account. You must add this code to your GitLab instance.
note
If you’re purchasing a subscription for an existing Free GitLab self-managed instance, ensure you’re purchasing enough seats to cover your users.

View your subscription

If you are an administrator, you can view the status of your subscription:

  1. On the top bar, select Main menu > Admin.
  2. On the left sidebar, select Subscription.

The Subscription page includes the following details:

  • Licensee
  • Plan
  • When it was uploaded, started, and when it expires

It also displays the following information:

Field Description
Users in License The number of users you’ve paid for in the current license loaded on the system. The number does not change unless you add seats during your current subscription period.
Billable users The daily count of billable users on your system. The count may change as you block, deactivate, or add users to your instance.
Maximum users The highest number of billable users on your system during the term of the loaded license.
Users over subscription Calculated as Maximum users - Users in subscription for the current license term. This number incurs a retroactive charge that must be paid before renewal.

Export your license usage

Introduced in GitLab 14.2.

If you are an administrator, you can export your license usage into a CSV:

  1. On the top bar, select Main menu > Admin.
  2. On the left sidebar, select Subscription.
  3. In the upper right, select Export license usage file.

This file contains the information GitLab uses to manually process quarterly reconciliations or renewals. If your instance is firewalled or an offline environment, you must provide GitLab with this information.

The License Usage CSV includes the following details:

  • License key
  • Licensee email
  • License start date
  • License end date
  • Company
  • Generated at (the timestamp for when the file was exported)
  • Table of historical user counts for each day in the period:
    • Timestamp the count was recorded
    • Billable user count

NOTES:

  • All date timestamps are displayed in UTC.
  • A custom format is used for dates and times in CSV files.

Renew your subscription

You can renew your subscription starting from 15 days before your subscription expires. To renew your subscription:

  1. Prepare for renewal by reviewing your account.
  2. Renew your GitLab self-managed subscription.

Prepare for renewal by reviewing your account

The Customers Portal is your tool for renewing and modifying your subscription. Before going ahead with renewal, sign in and verify or update:

  • The invoice contact details on the Account details page.
  • The credit card on file on the Payment Methods page.
note
Contact our support team if you need assistance accessing the Customers Portal or if you need to change the contact person who manages your subscription.

It’s important to regularly review your user accounts, because:

  • Stale user accounts may count as billable users. You may pay more than you should if you renew for too many users.
  • Stale user accounts can be a security risk. A regular review helps reduce this risk.

Users over subscription

A GitLab subscription is valid for a specific number of seats. The number of users over subscription is the number of maximum users that exceed the users in subscription for the current subscription term. You must pay for this number of users either before renewal, or at the time of renewal. This is called the true up process.

To view the number of users over subscription go to the Admin Area.

Users over subscription example

You purchase a subscription for 10 users.

Event Billable users Maximum users
Ten users occupy all 10 seats. 10 10
Two new users join. 12 12
Three users leave and their accounts are removed. 9 12

Users over subscription = 12 - 10 (Maximum users - users in license)

Add seats to a subscription

The users in license count can be increased by adding seats to a subscription any time during the subscription period. The cost of seats added during the subscription period is prorated from the date of purchase through the end of the subscription period.

To add seats to a subscription:

  1. Log in to the Customers Portal.
  2. Navigate to the Manage Purchases page.
  3. Select Add more seats on the relevant subscription card.
  4. Enter the number of additional users.
  5. Select Proceed to checkout.
  6. Review the Subscription Upgrade Detail. The system lists the total price for all users on the system and a credit for what you’ve already paid. You are only be charged for the net change.
  7. Select Confirm Upgrade.

A payment receipt is emailed to you, which you can also access in the Customers Portal under View invoices.

If your subscription was activated with an activation code, the additional seats are reflected in your instance immediately. If you’re using a license file, you receive an updated file. To add the seats, add the license file to your instance.

Renew subscription manually

Starting 30 days before a subscription expires, a banner with the expiry date displays for administrators in the GitLab user interface.

You should follow these steps during renewal:

  1. Prior to the renewal date, prune any inactive or unwanted users by blocking them.
  2. Determine if you have a need for user growth in the upcoming subscription.

  3. Log in to the Customers Portal and select the Renew button beneath your existing subscription. The Renew button remains disabled (grayed-out) until 15 days before a subscription expires. You can hover your mouse on the Renew button to see the date when it will become active.

    note
    If you need to change your GitLab tier, contact our sales team with the sales contact form for assistance as this can’t be done in the Customers Portal.
  4. In the first box, enter the total number of user licenses you’ll need for the upcoming year. Be sure this number is at least equal to, or greater than the number of billable users in the system at the time of performing the renewal.
  5. Enter the number of users over subscription in the second box for the user overage incurred in your previous subscription term.
  6. Review your renewal details and complete the payment process.
  7. An activation code for the renewal term is available on the Manage Purchases page on the relevant subscription card. Select Copy activation code to get a copy.
  8. Add the activation code to your instance.

An invoice is generated for the renewal and available for viewing or download on the View invoices page. If you have difficulty during the renewal process, contact our support team for assistance.

Automatic subscription renewal

When a subscription is set to auto-renew, it renews automatically on the expiration date (at midnight UTC) without a gap in available service. Subscriptions purchased through Customers Portal are set to auto-renew by default. The number of user licenses is adjusted to fit the number of billable users in your instance at the time of renewal. Before auto-renewal you should prepare for the renewal at least 2 days before the renewal date, so that your changes synchronize to GitLab in time for your renewal. To auto-renew your subscription, you must have enabled the synchronization of subscription data.

You can view and download your renewal invoice on the Customers Portal View invoices page. If your account has a saved credit card, the card is charged for the invoice amount. If we are unable to process a payment or the auto-renewal fails for any other reason, you have 14 days to renew your subscription, after which your GitLab tier is downgraded.

Email notifications

15 days before a subscription automatically renews, an email is sent with information about the renewal.

  • If your credit card is expired, the email tells you how to update it.
  • If you have any outstanding overages or subscription isn’t able to auto-renew for any other reason, the email tells you to contact our Sales team or renew in Customers Portal.
  • If there are no issues, the email specifies the names and quantity of the products being renewed. The email also includes the total amount you owe. If your usage increases or decreases before renewal, this amount can change.

Enable or disable automatic subscription renewal

To view or change automatic subscription renewal (at the same tier as the previous period), sign in to the Customers Portal, and:

  • If a Resume subscription button is displayed, your subscription was canceled previously. Select it to resume automatic renewal.
  • If a Cancel subscription button is displayed, your subscription is set to automatically renew at the end of the subscription period. Select it to cancel automatic renewal.

If you have difficulty during the renewal process, contact the Support team for assistance.

Upgrade your subscription tier

To upgrade your GitLab tier:

  1. Log in to the Customers Portal.
  2. Select the Upgrade button on the relevant subscription card on the Manage purchases page.
  3. Select the desired upgrade.
  4. Confirm the active form of payment, or add a new form of payment.
  5. Select the I accept the Privacy Policy and Terms of Service checkbox.
  6. Select Purchase.

The following is emailed to you:

  • A payment receipt. You can also access this information in the Customers Portal under View invoices.
  • A new activation code for your license.

Add the activation code to your instance. The new tier takes effect when the new license is activated.

Add or change the contacts for your subscription

Contacts can renew a subscription, cancel a subscription, or transfer the subscription to a different namespace.

To change the contacts:

  1. Ensure an account exists in the Customers Portal for the user you want to add.
  2. Verify you have access to at least one of these requirements.
  3. Create a ticket with the Support team. Include any relevant material in your request.

Subscription expiry

When your license expires, GitLab locks down features, like Git pushes and issue creation. Then, your instance becomes read-only and an expiration message is displayed to all administrators.

For GitLab self-managed instances, you have a 14-day grace period before this occurs.

  • To resume functionality, activate a new license.
  • To fall back to Free features, delete the expired license.

Activate a license file or key

If you have a license file or key, you can activate it in the Admin Area.

Contact Support

Learn more about:

We also encourage all users to search our project trackers for known issues and existing feature requests in the GitLab project.

These issues are the best avenue for getting updates on specific product plans and for communicating directly with the relevant GitLab team members.

Troubleshooting

Subscription data fails to synchronize

If the synchronization job is not working, ensure you allow network traffic from your GitLab instance to IP addresses 172.64.146.11:443 and 104.18.41.245:443 (customers.gitlab.com).

Credit card declined

If your credit card is declined when purchasing a GitLab subscription, possible reasons include:

  • The credit card details provided are incorrect.
  • The credit card account has insufficient funds.
  • You are using a virtual credit card and it has insufficient funds, or has expired.
  • The transaction exceeds the credit limit.
  • The transaction exceeds the credit card’s maximum transaction amount.

Check with your financial institution to confirm if any of these reasons apply. If they don’t apply, contact GitLab Support.

Check daily and historical billable users

Administrators can get a list of daily and historical billable users in your GitLab instance.

  1. Start a Rails console session.

  2. Count the number of users in the instance: 

    User.billable.count

  3. Get the historical maximum number of users on the instance from the past year: 

    ::HistoricalData.max_historical_user_count(from: 1.year.ago.beginning_of_day, to: Time.current.end_of_day)

Update daily billable and historical users

Administrators can trigger a manual update of the daily and historical billable users in your GitLab instance.

  1. Start a Rails console session.

  2. Force an update of the daily billable users: 

    identifier = Analytics::UsageTrends::Measurement.identifiers[:billable_users]
::Analytics::UsageTrends::CounterJobWorker.new.perform(identifier, User.minimum(:id), User.maximum(:id), Time.zone.now)

  3. Force an update of the historical max billable users: 

    ::HistoricalDataWorker.new.perform