I believe you may be encountering a problem with reactivating the Standard subscription because such a subscription requires payment information. You can't reactivate a Standard subscription and simultaneously make it a Free subscription on your own.
I advise you to reach out directly to the Atlassian Billing, Licensing, Pricing support team through this page:
I have already tried reaching Atlassian through the link you shared. Unfortunately, it seems to take me through a self-service flow that ends with knowledge base articles and doesn't provide a way to actually submit a support request.
Also, just to clarify, I'm not trying to reactivate the Standard subscription. My goal is to revert the site back to the Free plan.
I've already reduced our licensed Jira users to 8, which is within the Free plan limit, and I'm the Billing Admin for the site. However, the subscription is currently suspended, and clicking Reactivate only results in a "Something went wrong" error, so I'm unable to access any option to change the plan back to Free.
Is there an alternative way to contact the Billing team directly, or is this something that requires Atlassian Support to manually convert the subscription back to the Free plan?
You can't change a deactivated/suspended subscription to a different type on your own while it is in a deactivated/suspended state.
If you want the data in the subscription, you have to reactivate the subscription. If it has been suspended due to billing issues you need to resolve the billing issues before it can be reactivated.
If you are not able to do that on your own you need to work with Atlassian Billing support.
When you go to the page link I provided, does it show a message prompting you to login or are you already logged in?
If you are not already logged in then you can choose the option to proceed without logging in.
For "How can we help" choose "Your account".
For "Choose topic" select "Reactivate subscription"
Provide your URL.
Describe your situation.
You should see a submit button at the bottom of the screen.
Thank you for your guidance, and apologies for the delayed response.
I followed the steps you shared and was able to successfully create a support ticket. I'm now looking forward to the Atlassian team's response and assistance in resolving the subscription issue.
Thank you again for your help and clear instructions. They've been very useful.
I raised a support ticket regarding the Jira subscription issue, and the confirmation indicated that I should receive a response within 24–48 hours. It has now been over 48 hours, but I haven't received any update yet.
Could you please let me know if there is a specific timeline for these requests, or if there's a way to fast-track or escalate the ticket given that our Jira site is currently suspended and the team is unable to access it?
I'd really appreciate any help in getting this resolved as soon as possible.
Given that this is a user community there is not much more that we, as users, can do to help with your scenario.
Have you viewed your ticket through the support portal to see if there is an escalate button, or to add a comment about the urgency? There should be a link within the email you received about the request that you can click to see the request in the portal.
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