Is this renewal error related to the user swaps we've been doing?

[Vitoria Scheuermann]

Hi everyone,

I'm hoping someone can help me understand what's happening with our Trello Premium billing.

Our setup:

• Premium plan with 10 active users + 2 guest users on multiple premium boards
• Annual subscription renewing in May
  
  

The issue: This is the second time this has happened. When we remove a premium guest user and add a new one in their place, Trello tries to charge us instead of recognizing that our total user count stayed the same (one out, one in). We went from 2 guests → 1 guest → back to 2 guests. No net increase.

The confusing part: We just got a "subscription renewal error" notification, even though our annual plan doesn't renew until May.

My questions:

1. Is this renewal error related to the user swaps we've been doing?
2. Why does Trello treat a guest swap as a new billing event instead of a neutral replacement?
3. How can I check our actual account status and see if anything is wrong?
   
   

Has anyone else experienced this? Any insights would be appreciated!

Thanks!

[Blair at Atlassian]

Hi @Vitoria Scheuermann - Blair here from Trello Support. It looks like there was a ticket created with the Billing and Licensing team, and they sent a response to provide a resolution.

If you need any additional assistance with the billing scenario, you're welcome to reply back on that ticket, or let me know if you have any other Trello feature or bug questions, and I will be happy to assist you.