Your Atlassian Cloud products are suspended / Cancel Subscription

[Илья Венков]

Hello! I encountered the following issue: my Jira Standard trial period has ended, and there is no button to cancel the subscription. As a result, I no longer have access to the board. How can I resolve this issue? The account is a billing account, and there are 7 users.

Здравствуйте! Столкнулся с такой проблемой: закончился пробный период в Jira, подписка Standart, и нет кнопки для отмены подписки. В итоге нет доступа к доске. Как можно решить проблему? Аккаунт платежный, пользователей 7

[Trudy Claspill]

Hello @Илья Венков 

Welcome to the Atlassian community.

Do you actual want to cancel the subscription, or are you trying to regain access?

If you are trying to regain access, let us review how your subscription got suspended.

If your subscription is in a suspended state, you should have received email explaining why it was being suspended. What was the reason?

If you were using a trial, did you provide billing information so that the product subscription could be billed and the end of the trial ensuring your access continued?

What is the English translation of the text on the button in the last column on the right? I cannot grab the text from the image to paste it into a translation app.

We are a user community without access to your account or billing information. If you would prefer to work directly with Atlassian team members who do have access, you can reach out to their Billing Support team through this page:

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

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Здравствуйте @Илья Венков 

Добро пожаловать в сообщество Atlassian.

Вы действительно хотите отменить подписку или пытаетесь восстановить доступ?

Если вы пытаетесь восстановить доступ, давайте разберёмся, как ваша подписка была приостановлена.

Если ваша подписка приостановлена, вы должны были получить электронное письмо с объяснением причины её приостановления. В чём была причина?

Если вы использовали пробный период, предоставили ли вы платёжную информацию для выставления счёта за подписку на продукт и подтверждения окончания пробного периода, чтобы ваш доступ был сохранен?

Как перевести на английский язык текст на кнопке в последнем столбце справа? Я не могу скопировать текст с изображения, чтобы вставить его в приложение для перевода.

Мы являемся сообществом пользователей и не имеем доступа к вашей учётной записи или платёжной информации. Если вы предпочитаете работать напрямую с сотрудниками Atlassian, имеющими доступ, вы можете связаться с их службой поддержки по выставлению счетов через эту страницу:

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

[Илья Венков]

Hello, thank you for your reply.

Yes, I’m trying to restore access to my Jira site by switching from the Standard plan back to the Free plan, as I no longer need the paid features.

The issue is that I don’t see a “Change plan” button in the interface, so I can’t downgrade to the Free plan manually. I’ve already removed all extra users — currently there are only 7 users, which fits within the Free plan limit. Originally, I had 13 users, but I removed the extra accounts and now have 7, I can see it on the admin's page. However, the “Change plan” button still hasn’t appeared.

I also didn’t enter any payment information during the trial.
I’m currently living in Russia, and due to restrictions, I don’t have the option to add payment details even if I wanted to.

After the trial expired, access to my board was suspended.

Could you please clarify what steps I should take to restore access and switch to the Free plan?

Thank you!

[Trudy Claspill]

Hello @Илья Венков 

Thank you for that additional information.

This document details how to downgrade to the Free subscription.

https://support.atlassian.com/subscriptions-and-billing/docs/manage-your-bill-for-standard-and-premium-plans/

Go to the Billing page.

Click on Manage button next to the product.

Select the option to change your plan.

I have seen posts recently where people are having trouble with that process. If that is the case for you, I recommend that you contact Atlassian directly to get support. They will be able to access your account and subscription details directly. You can get support from the Billing Support team by filling out the form here:

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

[Илья Венков]

Ok, got it, thank you so much!