Jira Instance Access Suspended

[Osama Al-Areky]

Hello,

My access to jira is suspended and I don't understand why. We added an 11th user by mistakes some time ago but we immediately removed it after that. But the worst now is that we don't have access anymore to our jira instance. I have sent two messahes to jira support but no answer.

What could be the reason please and how to solve it?

Thank you,

[Max Foerster - K15t]

Hey @Osama Al-Areky

You probably never entered payment details for your instances and were asked to do so because not all products were on the free plan. Can that be? Can you navigate to 'Products' -> 'Manage Subscriptions' and manage your product subscription for Jira Product Discovery and Jira Software there? Try changing both products to the free plan.

Best, Max

[Osama Al-Areky]

I tried but it shows that it is disactivated. I don't understand what this exactly mean and why and how that happened and how to solve this.

[Max Foerster - K15t]

What exactly did you try? And why don't you click "Reactivate" if you want to continue to use the product? I'm also wondering how you got to that screen because that's not what I was describing in my post. If you follow the steps I mentioned before, you will end up on a screen like this:

[Max Foerster - K15t]

The likely cause is that Atlassian wanted to charge you for your subscription because it was on the standard plan; you did not enter payment details, so they couldn't charge and then Atlassian canceled/deactivated the subscription.

[Osama Al-Areky]

I clicked on "products" but then I don't find an option called "manage subscriptions"

[Osama Al-Areky]

We added 11th user by mistake but then we removed it. So we didn't use and didn't want to use any standard version.

[Max Foerster - K15t]

Osama, please follow these steps:

1. Please navigate to your administration using https://admin.atlassian.com/ .
2. Navigate to the 'Billing' section.
3. Click on 'Manage' next to your product.
4. Find yourself on the 'Manage Subscriptions' page that I screenshotted in my first response.
5. Try to change the product plan.