Unable to Downgrade Plan After Reducing User Count

[Kirat Kumar]

Hi Community,
I recently removed 12 inactive users from our Jira instance, reducing the total number of active users to 8. However, when I go to Manage Plan, it still shows 20 users and doesn't provide an option to downgrade our plan.

We're currently on the Standard plan, and I'd like to downgrade to the Free plan to match our current usage and reduce costs.

Has anyone faced a similar issue or know how to resolve this? Any guidance would be highly appreciated.

Thanks in advance!

[Prachi Bolar]

Hi Kiran,

Welcome to community :)

Here is the document that talks about to how to downgrade to free plan : https://community.atlassian.com/forums/Jira-articles/How-to-Downgrade-Jira-Software-from-Standard-to-Free/ba-p/2045188

Incase you are unable to do so please reach out to the billing team here : https://www.atlassian.com/company/contact/purchasing-licensing?redirectSource=sac-wac-redirect#/

Thank You,

Prachi

[Dilip]

Hi @Kirat Kumar

I hope you are doing good!

If you are unable to switch to downgraded plan on your own, you can reach out to billing team and they can downgrade the plan for you.

link - https://support.atlassian.com/contact/

Regards,

Dilip

[Benjamin]

HI @Kirat Kumar ,

Take a look at this article about downgrading. See if there's any missing steps of removing the users. If the users are indeed remove properly, the number should have gone down.

https://community.atlassian.com/forums/Jira-articles/How-to-Downgrade-Jira-Software-from-Standard-to-Free/ba-p/2045188#:~:text=Last%20updated:%20June%203%2C%202022,the%20bottom%20of%20this%20page.

Hope this helps.

[Kirat Kumar]

@Benjamin 

Thank you for the response.

I’ve followed all the steps mentioned in the article. In the Manage Users section, the user count is now 7. However, the billing section still shows 20 users, and the option to downgrade is not available.

It seems the user count hasn't updated properly on the billing side. Could you please help check if there's a delay in syncing or if any additional action is required?

Thanks again for your support.

[Tomislav Tobijas]

Define 'recently' @Kirat Kumar 🙂

In addition to what Benjamin said, from my experience, it sometimes takes a lot of time to see the actual number of licensed users (under 'Billing' and a few more pages); it's not displayed immediately as you remove licenses from specific users.
I'd say this can vary from like 5 mins to a couple of hours 👀

Once it's 'reflected in the backend/billing system', you should be able to switch your app plans.

Cheers,
Tobi