Do 10 free seats disappear after paying for additional seats?

[Daniel M Abernathy]

We created an instance using our 10 free seat licenses and recently began paying for 30 seat licenses (for a total of 40 seats). We are already using 38 of those 40 seats and don't want to lose the 10 free seats or suddenly need to pay for 40 overall seats. Will the 10 free seats remain available now that we pay for 30 seats?

[Trudy Claspill]

Hello @Daniel M Abernathy 

When you start paying for your subscription none of the seats remain "free" you pay for all seats that are used.

For Jira if you were using it for free with 10 or fewer licensed user, you get a version that has less functionality than the Standard and Premium subscriptions.

You can upgrade to the Standard version, at which time you would start being charged for all licensed users to have access to the additional functionality.

If you want to allow up to 40 people to have access, you will have to pay for 40 people. You don't get 10 for free plus more once you start the Standard or Premium subscription.

[John Funk]

Hi Daniel,

Short answer is yes, they disappear. In other words when you go to 30 seats you pay for 30 seats and not just 20 and get original 10 free. 

[Valerie Knapp]

Hi @Daniel M Abernathy , thanks for your post.

In JSM, you only get 3 agents if you want to stay on the free tier https://www.atlassian.com/collections/service/pricing 

If you also have Jira, you can have 10 free users there, but JSM is more restrictive.

If you need to have 40 agents in JSM, you will pay for 40 agents, not 30.

Please contact the billing and licensing team for more help with this - https://www.atlassian.com/company/contact/purchasing-licensing#/ 

Cheers