Why am I being charge for an app i don't want?

[Matt Alexander]

Overnight Atlassian have informed me that they've release Customer Service Management and moved Jira Service Management under the Service Collection umbrella.

A side-effect of this is that 4 users were assigned as active agents to this CSM app, immediately exceeding the free users tier. After removing users, the estimated bill for February did not reduce and i have now discovered that the Service Collection apps are part of the "maximum quantity billing" scheme which means despite the app not existing yesterday and never adding users to it myself, i am now going to be charged for the use of the app.

Hoping someone from Atlassian can assist in resolving this and also hoping to bring this to the attention of other users who may be falling into the same trap.

Feels to me like Atlassian are using this as a way of printing money!

[Dirk Ronsmans · Accepted solution]

@Matt Alexander ,

You might want to try and raise this under the billing support: https://www.atlassian.com/company/contact/purchasing-licensing

If you are unable to do so, let us know and we'll see if we can escalate this here on the forums.

[Matt Alexander]

Thanks @Dirk Ronsmans

I have raised a support ticket but haven't heard back yet. I'll be sure to flag it here if i haven't heard back soon.

[Matteo Vecchiato]

Hi @Matt Alexander ,

I reported this post directly to Atlassian support.

Kind regards

[Matt Alexander]

Many thanks. This issue has now been resolved, hopefully for all who may have been impacted.