Max users count and license upload error contradiction

Summary

• Customer receives an error when uploading renewal license: During the year before this license started, this GitLab installation had 15 active users, exceeding this license's limit of 14 by 1 user. Please upload a license for at least 15 users.
• Version app and dashboard screenshot indicates max users never went over 14 during the license period
• Customer upgraded from 13.5.2-ee to 13.9.2-ee during the license period. This upgrade changed how max users were calculated.
• Active users have gone up to 21, but max users have stayed the same, which indicates that the system is not including bots in the max count.
• We assume the system is looking for 1 trueup in the new license, however, there is no evidence of a trueup occurring or max users exceeding the users in license count for the previous license.

Examples / Reported cases

1. Ticket | Customer account | Licenses
2. Ticket | Customer account | Licenses