Unexpected automation limits on Premium - Multiple Trello accounts by mistake?

[Ioana Weber]

Hi everyone, I suddenly ran into automation run limits, even though the board I am using them on is in a Premium workspace. I noticed now that, in the "Select a different product to ask about", I see two buttons for Trello. One opens this Details field with the Product Plan underneath set to Premium, one with the Product Plan set to Free. Is it possible that I somehow by accident have two Trello accounts under the same Atlassian email address? That might be an explanation as to why I ran into the automation limits...

In spite of that, the workspace that the board I'm automating is in does show up as Premium inside of Trello as well, for example, when I go to Billing. I also don't have issues with any other Premium features, such as Custom Fields or using several power-ups.

I should also add that, when I open the Automation panel on that board I'm automating, I see the error message that the limit has been reached. If, from that message, I open the account settings, it tells me under "Workspace activity" that I'm on a legacy account called Silver Platter. When I scroll down, I see an endlessly rolling circle in the Payment field with the message "Loading payment information".

Naturally, I tried logging in and out, on different devices, but it doesn't seem to do anything.

Does anyone have any clue about what might be happening here?

[DiMaggio Tucci]

To be clear, Trello Premium does have automation limits. Make sure you're not hitting those.

That being said, what you're describing regarding "Silver Platter" is strange unless you have a legacy account. That plan doesn't exist anymore. Perhaps you haven't actually hit the limits for Premium but for whatever legacy plan it says you're on. If you don't actually have an old plan, this sounds like a technical glitch.

Just FYI, it is showing you have "Premium" on this community page.

Double accounts is a possibility too.

I would recommend contacting Atlassian. Make sure you select an option that doesn't just take you right back to the community. I believe selecting "Technical Issues and Bugs" will allow you to create a ticket.

[Ioana Weber]

Thank you for your answer and the clarification on Premium limits! I have decidedly not hit the Premium limits of 150,000 operations - the automation menu that pops up when I click in the automation error message says the limits are those of a free plan:

The odd thing is that, once I close this menu, I see a different automation menu:

Lower in this menu, there is a point regarding payment information that seems stuck - the 'Loading payment information" item never changes from a rolling circle.

Before I posted here, I had tried to get through to Atlassian support exactly as you suggested, choosing the Technical issue or bug in the drop-down menu. However, Trello does not appear as a product in this menu at all: 

Since I don't have a paid plan for Jira of Confluence, I only get the option for self-support regardless of which of the two I choose (which makes sense in and for itself):

But Trello does show up on my account page both under Apps and in the product settings:

I therefore think that it may be some kind of issue relating to how my account is set up, but I don't know what exactly it could be. And I also don't know how to get through to the support - if I try to access it from my Premium workspace, I get rerouted to the exact same support page I am showing above. So I'm rather stuck.

[DiMaggio Tucci]

I'm grabbing an Atlassian employee to look at this, but did you try searching for Trello in the search bar that appears there? That's what I've had to do before in order to see it. That being said, it's also possible that's not your issue, and an Atlassian employee will review this post soon.

[DiMaggio Tucci]

@Ioana Weber 

[Ioana Weber]

@DiMaggio Tucci: Thank you so very much! I can now see above this thread that help is on the way. Also, you were totally right - I could type in "Trello" and thereby activate the proper help request form that I needed 🤦

[Beverley]

Hi @Ioana Weber

Beverley here from Atlassian support.

It appears you're on a legacy Butler plan which is no longer support. In order to move across to the current Automation quota for your current plan, can you check if you can cancel the legacy plan? To do this, please open Automation > 'Activity', and check if you have an option to cancel.

We have a guide with more information here: Importing Butler Bot commands for legacy accounts

If you don't see an option to cancel the legacy Butler plan, could you please log a support ticket with us at https://support.atlassian.com/contact/ and select 'Technical issues and bugs'.
Or please let me know if you need assistance with creating a support ticket and I'll be happy to create a ticket on your behalf.

I hope that helps!

[Ioana Weber]

Thank you very much, @Beverleyy ! There unfortunately was no option for me to manually deactivate the legacy account, so I opened a support ticket including a screenshot of how my Automation menu looks like: 

https://support.atlassian.com/requests/TRELLO-212453/