Brief Overview
This guide provides a transparent look at how WalkMe calculates usage for each of your product contexts — so you always know exactly where your numbers stand. Our guiding principle: prioritize verified user identities, so you're only charged for unique individuals, even when they interact with multiple systems.
Identifier Types
WalkMe tracks users through several identifier types, each with a different level of reliability. The list below is sorted from most to least reliable.
- IDP (Identity Provider) identifiers: The most reliable; they're verified through your company's authentication system and map directly to a unique individual
- SAP Premium System identifiers:
- SAP premium systems such as SuccessFactors and S/4HANA expose highly identifiable user variables out of the box, using walkmeLoaderConfig.endUserId from the underlying system — this means they qualify as verified Variable identifiers from the moment you deploy WalkMe
- This makes SAP systems more reliable for license counting than many homegrown or less-configured platforms, and means WalkMe rarely needs a GUID fallback in these environments. For a list of embedded systems, see WalkMe Integrations Across SAP Lines of Business
- Variable/jQuery/Cookie identifiers: Count as verified identifiers when you configure them to capture a consistent, unique user value
- GUIDs are WalkMe-generated session IDs. They're unverified and can't represent unique individuals reliably: a single user can generate multiple GUIDs across sessions or devices, which means GUID-based counts often overstate actual usage. For this reason, WalkMe always deprioritizes GUIDs when a verified identifier exists on the tenant
Unique User Settings (UUID)
Common pitfalls with Variable, jQuery, Cookie, and GUID identifiers
- A system using Variable or jQuery identifiers (for example, full names or employee IDs) can produce near-duplicate usernames across sessions, such as "john walker," "johnwalker," and "john.w" — review these before reporting
- Email-based identifiers may vary by domain suffix (for example, @walkme.com vs @walkme.co.il), creating false duplicates
- If a multi-system tenant has one system using a verified identifier and another using GUIDs, WalkMe excludes the GUID system entirely from the count
How to Verify the Numbers
The way you verify your numbers depends on your SKU type.
Single-system tenant usage
- Go to System Overview and select the relevant system
- Select the Overview tab
- Locate the User analysis funnel widget
- Find the Users exposed to WalkMe metric — this is your reported usage number
System Overview
Multi-system tenant usage
- Open a ticket in ServiceNow
- Select the WalkMe Insights (WME-INS) ticket component
- Include MSA GUID, date range, and the required system and tenant in the description
- WalkMe will share a report with you
Calculation Logic
Single-system tenant logic
When a contract covers only one system, the calculation is straightforward: WalkMe counts the distinct exposed users over the relevant date range, using the highest-quality identifier available.
Single-system examples
WalkMe Premium for Non-SAP Solutions — single system, identifier type: IDP
- License: 100
- Example: Salesforce system, last 6 calendar months, exposed users = 75
- Usage: 75 — one system with a verified identifier, so WalkMe reports the distinct IDP user count directly
WalkMe Premium for Non-SAP Solutions — single system, identifier type: GUID only
- License: 100
- Example: Homegrown app, last 6 calendar months, exposed users = 75
- Usage: 75 — no verified identifier exists, so WalkMe uses the GUID count as-is
Multi-system tenant logic
When auditing a tenant, WalkMe's automated system follows these steps:
- Check identifier types: Identify whether systems use IDP, Variable, jQuery, or GUID identifiers
- Apply identifier precedence:
- If IDP, Variable, or jQuery identifiers exist in a system, WalkMe disregards all GUID end-user values for that tenant
- If only GUIDs exist, WalkMe uses the GUID count
- Calculate system exposure: Determine the exposed user count for every individual tenant and non-tenant system
- Consolidate for tenant type:
- Unified IDs: If all systems use the same identifier (the same IDP), WalkMe calculates the unique sum across all systems
- Mixed IDs: WalkMe uses the tenant or system with the highest exposed users across IDP, Variable, or jQuery identifiers
- WalkMe for Desktop check:
-
- If WalkMe for Desktop is present, WalkMe compares its logged-in vs. not-logged-in counts against the combined unique users of the web systems
- WalkMe compares the highest WalkMe for Desktop number against the combined unique users of the web systems
- If the WalkMe for Desktop number is the highest value, WalkMe applies it to the tenant with the largest license
Date Ranges
WalkMe uses different date ranges depending on the product.
Last 6 calendar months
- Calculation: Sum of exposed users to WalkMe
- Applies to: DAP (all versions), Premium, Non-SAP, other tenants, WalkMe for Mobile, WalkMe for Customers
1 month
- Calculation: Sum of unique active users
- Applies to: Discovery (WMDI), Learning (WML)
