Unable to add Jira Service Management on Free plan – "site behind on payments" but no outstanding in

[timothytang]

Hi all,

I am currently using Jira Cloud on the Free plan, and I’m trying to add Jira Service Management to my existing site.

However, I am encountering the following error when attempting to add the product:

"Unable to add app – This can happen when a site is behind on payments."

The issue is:

- My site is on the Free plan

- I have NO outstanding invoices (USD 0.00)

- I have never upgraded to a paid subscription

- There is no payment method added (since it's Free plan)

Additionally:

- I am unable to open a support ticket because Free plan only allows Community support

- This leaves me stuck as I cannot add JSM nor contact support directly

What I would like to ask:

1. Why is my site being flagged as “behind on payments” despite having no outstanding invoices?

2. Is adding a payment method required even for Free plan users to add Jira Service Management?

3. Is there any way to unblock this without upgrading to a paid plan?

Any guidance or help from Atlassian team would be greatly appreciated.

Thanks in advance!

[Trudy Claspill]

Hello @timothytang 

Welcome to the Atlassian community.

Billing problems are just one possible reason. It isn't the only reason.

Another possible reason is if you had the app on the site previously and cancelled the subscription for the app. It takes some time for the cancellation to be processed and the for that app to be fully removed from the site.

You can go to https://admin.atlasdian.com/billing to find out if/when a subscription for the app may have been cancelled for the site. At the above URL select the Billing account for your subscriptions. The select Subsciptions from the navigation panel.

The select the Inactive tab. That will show you app subscriptions that have been cancelled and when they were cancelled.

To get an authoritative answer you can contact the Atlassian Billing, Licensing, Pricing support team through the following page:

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

[timothytang]

Hi Trudy,

Thanks for your guidance.

I have checked the billing console as suggested:
- There are no outstanding invoices (USD $0.00)
- I reviewed both Active and Inactive subscriptions
- I can see that a Jira Service Management (Service Collection) subscription had been deactivated

However, I am currently unable to reactivate it via the admin console. The system is prompting me to contact support instead.

At the same time, when I try to add Jira Service Management again, I receive the message:
"This can happen when a site is behind on payments"

Given that:
- There are no unpaid invoices
- The subscription already exists but is in a deactivated state
- Reactivation is not possible via UI

I suspect this might be a stuck billing/subscription state rather than a normal cancellation delay.

I will proceed to contact the Billing/Licensing support team via the link you provided.

Appreciate your help!