Trouble downgrading my Jira Cloud site from Premium back to Free

[Tony Park]

I am having the exact same trouble as this user:

"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" 

Was hoping I could get some support from the Atlassian support team.

Thanks!

URL: parktony14.atlassian.net

Entitlement number: E-44A-KTK-2FV-MSZ

[Peter_DevSamurai]

Hi @Tony Park , 

Your subscription was canceled (you can see it marked as DEACTIVATED and the cancel date of Sep 26, 2025), but the system is still trying to reactivate the old Premium plan instead of letting you switch to Free. That’s why you get the “Something went wrong” error when you try to change the plan. 

You can try the below steps:

1. Make sure that your Premium is fully canclled

• Go to admin.atlassian.com → Billing → Manage subscriptions
• Find the Jira subscription (E-43T-J7Z-2T7-4C7)
• Click Cancel subscription (if the option is still available)
• Confirm the cancellation

2. Switch to Free plan

• After the cancellation processes (can take a few minutes to an hour), try again:

  • Billing → Change plan → Select Free

After that, if this doesnt work out, you should contact Atlassian Billing Support (support.atlassian.com/contact -> Choose Billing & Licensing → Change plan / downgrade). Please remember to provide your Site URL; Entitlement number; your current issue (ex: 9 users, Premium subscription canceled, trying to go back to Free). They would usually resolve these within 1-3 business days. 

You can try following the steps in a similar post: LINK.

I hope everything works out well for you. 

Best regards, 

Peter

[Tony Park]

Hey Peter,

In regrads to your 1st step to cancelling the Premium, it does not let me do so. I am having the exact same issue as the pasted question from another post. This is what I see:

There is no "Cancel subscription" available and when I click on "Reactivate", it gives: 

Then clicing on "Continue" takes me to :

In terms of contacting Atlassian support, (support.atlassian.com/contact -> Choose Billing & Licensing → Change plan / downgrade) this pathway does not exist anymore and to try and submit the "I need help with something else" I can't submit it because i'm assuming it needs my SEN but I can't get that information because it was deactivated and I can't see the details.

Was hoping you guys could personally just issue a ticket for this please and thank you.

Tony

[Peter_DevSamurai]

Hi Tony,

What you’re seeing matches Atlassian’s new “improved billing experience” and I apologize for the old info provided. The Reactivate flow and the generic “Something went wrong” error usually mean the billing backend needs Atlassian to fix something manually. 

So the right path now is:

1. Go to https://support.atlassian.com/contact

2. Choose Sales Support -> Other (Purchasing, Billing, or Licensing related):

• Change plan / downgrade or the closest equivalent
• SEN/Entitlement
• "
  My site: https://parktony1....
  Entitlement: ....
  My instance is under 10 users and I'm downgrading back to Free plan. But there's no “Cancel subscription” in the UI. And when I'm downgrading, “Change plan" → Free” or “Reactivate” produces the “Something went wrong” error. 
  Can you help me check the billing backend for parktony1...net / E-44A-....MSZ. And can you manually move Jira back to the Free plan and clear whatever is blocking the downgrade/change plan UI.
  "
• Then submit as detailed and as much images, files, evidences as much as possible. 

This is one of those cases where only Atlassian’s billing team can fix it; there’s nothing you can change from the UI anymore.

And as the site owner, only you can submit the ticket to the Support Team. 

I hope everything works out well for you!

Bestest regards, 

Peter

[Tony Park]

This is all I see in the dropdown at https://support.atlassian.com/contact. There is no "Sales Support"

[Tony Park]

And again I already tried the "Billing, payments, and pricing" in the previous reply where I can't submit it because I'm assuming it needs my SEN to submit the request but I can't get that information because of the deactivation. How else can I reach the Atlassian’s billing team?