How can I reactivate my site and downgrade the plan to Free?

[Joaquín Peñafort]

I have this site mesh-g6.atlassian.net that was deactivated on 2nd July because it had 11 users (6 active users and 5 invited that never accept de invitation). Now I eliminated the 5 others users and need to get my site activated again and downgraded to Free plan because I cannot pay the premium plan. What can I do? There is any solution?

[Trudy P Claspill]

Hello @Joaquín Peñafort 

Welcome to the Atlassian community.

I think that the advice given to you by @Cristian Quiroz may not result in the outcome you desire.

To the best of my knowledge you cannot reactivate a suspended paid subscription and simultaneously change it to Free, even if you have already reduced your user count.

And you will want to actually reactivate the subscription versus setting up a new one. If you set up a new one you will not have any of the data from the original.

I advise you to contact the Atlassian Licensing, Billing, Pricing support team directly to get assistance. For the options select "Your account" and "Reactivate a subscription" and then provide an explanation to them.

[Cristian Quiroz]

Hi @Joaquín Peñafort ,

Good news, since it was a paid plan, your data is retained for 60 days after deactivation (July 2nd), so you still have time to recover everything.

Recommended route — Reactivate directly to Free:

1. Go to admin.atlassian.com
2. Select your organization
3. Go to Apps → Atlassian apps
4. Select Jira → Add to an existing site → select mesh-g6.atlassian.net
5. Choose the Free plan and confirm

Since you already removed the extra users and you're at 6, you're within the Free tier limit (max 10 users), so this should work without issues — and without getting charged for the paid plan again.

Important: Avoid reactivating from Billing → Inactive → Reactivate if you don't want to be charged — that route reactivates your previous paid plan first. Use the route above instead.

If neither option works, contact Atlassian directly and ask them to reactivate your site on the Free plan.

References:

• Reactivate a subscription
• Removing users and downgrading to Free

Hope you get it back!

[Trudy P Claspill]

@Cristian Quiroz 

Have you reactivated a subscription in the "Recommended route" that you described? I am pretty sure that method will not reactivate the existing subscription but would instead try to start a new subscription which would not contain any of the data from the original subscription. And I don't even think that would work because you can add an app to a site where that app is already installed but suspended.

[Cristian Quiroz]

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Hi @Trudy P Claspill 

That's a fair point, I haven't personally tested whether that route restores the suspended subscription's data or starts a fresh one. My recommendation was based on the official documentation which states:

"You can also reactivate your deactivated subscription back to a Free plan if you are within the Free plan user limit."

But you're right that it's unclear whether "Add to an existing site" actually reconnects to the suspended instance or creates a new empty one, and that's a risk Joaquín can't afford to take if his data matters.

Safest path: I agree with your advice, contact Atlassian directly, explain the situation, and let them handle the reactivation to Free so the data is preserved for sure.

[Trudy P Claspill]

Thanks for pointing out that specific reference @Cristian Quiroz ! 

It is indeed hard to tell from that documentation if starting a new trial would connect to the original data.