Issue on reverting to free

[Guido Moraes]

We created a product on Jira for start managing a project with our team, but we exceeded the number of members. So, we removed some members and tried to revert it to free following the instructions given by the AI support, but at the end we receive the message: "Something went wrong!".

Can anyone help me, we need at least to access it in read mode. 

Thank you in advance. 

[Deivid Araujo]

Hi Guido. Welcome to the Atlassian Community!

Please refer to this anwser in another similar question. Let me know if you still need help

[Guido Moraes]

Thanks, Deivid. I've submitted a card to the support. Let's see.

[Vitalii Rybka]

Hi @Guido Moraes,

This is a common issue with Jira Cloud downgrading. Here are a few things to try:

Quick fixes:

1. Wait 24-48 hours - billing changes sometimes need time to process
2. Clear browser cache and try again
3. Try from an incognito/private browsing window
4. Have a different admin user attempt the downgrade

Check these requirements:

• Ensure you're under the 10-user limit for Free plan
• Remove any paid apps that aren't compatible with Free tier
• Verify no active workflows that require paid features

If still stuck: Contact Atlassian Support directly through your admin panel - they can manually process the downgrade and ensure you don't lose access to your data.

In the meantime, your site should remain accessible even during billing transitions, so you shouldn't lose read access.

If you need help troubleshooting the specific error message, feel free to DM me!

Hope this gets sorted quickly!

[Guido Moraes]

Thanks, Vitalii, but nothing worked. I've submitted a card to the support. Let's see.

[Trudy Claspill]

Hello @Guido Moraes 

Welcome to the Atlassian community.

Be advised that we are a community of users of our own Atlassian products, mostly, so we don't have access to your account, your instances, or any of your information. We can offer advice, but correction may require engaging Atlassian support.

Did you reduce the number of users before a billing cycle completed? If not, did you pay the bill for that cycle where you exceeded the number of users allowed for a Free subscription?

What were the exact steps that you executed to try to downgrade to the Free subscription? At what point did you get the error?

How long ago did all this occur? When was the last time you were able to successfully access your data?

Are your Organization Admins still able to see the product subscription when they go to the Admin hub?

[Guido Moraes]

Hello Trudy, thanks for the reply.

Regarding the questions:
Did you reduce the number of users before a billing cycle completed? 
I'm not sure what you meant by 'billing cycle completed'. But we were using Jira only for the kamban, with 10+ users, until we got blocked. 

If not, did you pay the bill for that cycle where you exceeded the number of users allowed for a Free subscription?
No, we didn't pay the bill.

What were the exact steps that you executed to try to downgrade to the Free subscription? At what point did you get the error?
We followed the instructions given by the AI: remove the extra users, go to site administration, click in Jira, billing sections, and try to select the free plan for Jira. At this point, we receive the screen in the attachment, and when we click 'continue', we receive the message 'Something went wrong'.

How long ago did all this occur? When was the last time you were able to successfully access your data?
Around 15 days ago. I tried to revert it in the first days, but didn't succeed. Than I was away for one week, and I'm trying again only now.

Are your Organization Admins still able to see the product subscription when they go to the Admin hub?
Yes.

[Trudy Claspill]

When you are on the free plan and you exceed 10 users, you are automatically upgraded and start a monthly billing cycle. 

If you don't reduce your user count and downgrade to the Free plan again, then at the end of the cycle Atlassian will attempt to bill you based on the billing information you provided (if you provided any).

If they are unable to bill you, they will start sending emails about your subscription being subject to suspension if you don't pay the bill.

If you still don't pay the bill, then they will suspend your subscription, sending your admins messages to that affect when the time arrives.

From the screen above it appears your subscription was suspended.

You may have to pay the bill for the time you spent in the non-free subscription before your subscription can be re-activated. 

Since you have opened a support case with Atlassian, I'm sure they'll be able to help you get it straightened out.