We are in a very difficult situation and honestly quite desperate.
We used 4 agents for two days during the Jira Service Management trial. Shortly after, we removed one agent and continued with only 3 agents while still in the trial period.
When the trial ended, Jira Service Management did not downgrade to the Free plan, even though we are clearly eligible (only 3 agents). Since then, the product has been stuck in an invalid license state. It shows warning icons, projects are inaccessible, gadgets are broken, and our support portal is effectively unusable.
To make things worse, I am the site admin but I do not have Organization / Billing admin access. When trying to access payment details, I receive a permission error. So we cannot:
We opened a support ticket (CA-3916120), but while waiting, our operations are blocked and this is directly impacting customers.
Right now it feels like we are being held in limbo — the system is broken, we are eligible for Free, we are even willing to pay if needed to unblock it — but we don’t even know where to “send the money” or what action we are technically allowed to take.
We are extremely concerned about:
Business interruption
Customer trust
Data safety
Has anyone experienced a Jira Service Management trial not reverting to Free after reducing agents?
Is there any way to force a license re-sync from the customer side?
How can a site admin gain Billing admin access when the system shows a permission error?
Any guidance from Atlassian staff or community members would be greatly appreciated. We urgently need to restore our JSM instance.
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