Error 'Something went wrong' when trying to downgrade Jira Cloud from Premium to Free

[dung dung]

Hi Atlassian Community,

I'm having trouble downgrading my Jira Cloud site from Premium back to Free. Here's the background:

• I accidentally added more than 10 users, which automatically upgraded my site to Premium.
• I've now reduced the number of users to 9
• When I try to change the plan in Billing > Manage Subscriptions > Change plan > Select Free, I get the error: 'Something went wrong. An unexpected error occurred, try again later. If the problem persists, please contact support.'

Steps I've tried:

1. Cleared browser cache and tried in incognito mode.
2. Waited a few hours and tried again.
3. Checked user count in Billing – it's confirmed under 10.
4. My entitlement number is E-43T-J7Z-2T7-4C7, my URL is combros.atlassian.net

I'm on the Free plan originally, but now stuck in this limbo. Has anyone encountered this error before? Any suggestions on how to resolve it without needing paid support (since I'm trying to go back to Free)?

Here are some screenshots

Thanks in advance for any help!

Best, Dung

[Chitra Nagdeo · Accepted solution]

Hey @dung dung ,

Welcome to Atlassian Community!

 I understand you have a billing or product pricing query. To ensure your query is handled, I suggest you to create a support ticket with the Atlassian billing team.

Once the ticket is created, you will receive an update via email. In the meantime, you can also check the billing portal using this link:

Contact Jira Billing Support

Have a good day!

Regards
Chitra Nagdeo

[Tansu Akdeniz]

Hi @dung dung 

Welcome to the community!

The Atlassian support team has been notified here and they will reach out to you.