Incorrect balance on Free Jira subscription

[Sebas Jácome]

Hello,

I’m having an issue with the billing status of my Jira site: sebasj2410.atlassian.net.

My current Jira subscription clearly shows:

• Plan: Free
• 1 user
• Payment method: None
• No active Premium subscription is shown in the billing panel

However, I received an Atlassian email stating that a Jira Premium Monthly subscription is about to be deactivated and that the estimated amount due is USD 18.30.

The email references this subscription ID:

E-44W-KA2-URW-GNX

The same billing account also displays an outstanding balance warning at the top of the billing page.

The part that is confusing is that there is no invoice supporting this balance:

• Under Billing > Invoices, the page says that there are no invoices yet.
• Under the Jira subscription Billing history, it also says that there are no invoices for this subscription.
• I have never added a payment method.
• I have never intentionally purchased Jira Premium.
• My current plan is already Free.

So at the moment, the account is showing:

• Jira on the Free plan
• No payment method
• No invoices
• No billing history
• But an outstanding balance warning
• And an email requesting payment for a Premium subscription

I have also tried using the official Billing / Payments / Pricing support flow, including the Purchasing & Licensing pages, but it keeps redirecting me to payment-method documentation instead of allowing me to create a billing support ticket.

I would like if someone could please verify:

1. Where the USD 18.30 outstanding balance comes from?
2. Whether this is related to a previous Premium trial.?
3. Why the balance is still present if the Jira subscription is currently Free.
4. Why no invoice appears either in the general invoice section or in the subscription billing history.
5. Whether the outstanding balance can be removed or corrected without affecting the existing Free Jira site or its data.

I do not want to activate Premium or add a payment method. I only want to keep the current Jira site on the Free plan and have the incorrect or residual billing status reviewed.

I can provide screenshots showing:

• Jira listed as Free
• 1 user
• Payment information: None
• No invoices
• No subscription billing history
• The outstanding balance warning
• The email requesting payment for USD 18.30

Thank you.

[Trudy P Claspill]

Hello @Sebas Jácome 

Welcome to the Atlassian community.

Here we are a community of users. We don't have access to your billing information.

For billing questions you will need to contact the Atlassian Billing Support team. You can do that through the following page.

https://www.atlassian.com/company/contact/purchasing-licensing#/