Unable to switch version back to "Free" from "Standard" edition

Question

My site has been disabled, when you go to it, a message appears:

Your Atlassian Cloud products are suspended
Your subscription for Atlassian Cloud hasn't been renewed.
If you're a site admin, go to admin.atlassian.com
View site bill to update your payment details.

This happened because Jira Software changed my Free plan to Standard plan and now my site has been deleted. I've removed all users that go beyond the limit of 10, but I still can't get my subscription back to the Free version.

Please help, tell me how can I return my version back to Free?
Support hasn't responded in over a day.

Marc -Devoteam- · Answer

Hi @Владимир М.

This is the only option you can do, "Reactivate" first and then you are able to downgrade to free.

This can't be done on a suspended subscription.

Or contact Atlassian via Atlassian Support to explain your current problem.

Trudy P Claspill · Answer

Hello @Владимир М.

Welcome to the Atlassian community.

If you exceeded the 10 user limit for the free version you site would've been automatically upgraded to a Standard subscription. Your Technical and Billing Contacts for the product subscription should've been contacted by email when that occurred.

If your site continued to operate above the 10 user limit, then Atlassian would've attempted to bill you for that time period. If you had not entered payment information then your Technical and Billing Contacts should've also been notified via email about Atlassian's intention to suspend your site for non-payment.

If you site has now been suspended that would be due to non-payment you will have to pay for the time period that you exceeded the 10 user limit for the free version.

Refer to the Answer on this post for more information about resubscribing to a suspended site:

https://community.atlassian.com/t5/Jira-questions/How-to-re-subscribe-to-suspended-subscriptions/qaq-p/799563

Владимир М. · Answer

On billing setting i see only "Reactivate" button, but i can't downgrade it back to Free version