Trello Premium billing confusion when swapping guest users - why does it trigger charges?

[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!

[Tomislav Tobijas]

Hey @Vitoria Scheuermann ,

Have you managed to troubleshoot this? I'm not working that much with Trello but I know that for other Atlassian apps, there are some delays when it comes to licenses/seats and adding/removing users.

I believe that for Trello as well, you should be able to raise a ticket via the Atlassian Support: Pricing, Billing & Licensing channel and that official team should clarify this. 👀

Cheers,
Tobi