My plan gets changes automatically from standard to free

Question

This obviously gives some of my developers without access. It happens outside of the billing cycle, so it doesn't seem to be payment-related. There is no payment error either in any case.

It has happened twice in the last 24 hours. Attached is the only notification we received.

Theodora Boudale · Answer

Hi @geeth and welcome to the community!

The Bitbucket account with the same email as the community account you used to make this post is an admin of a workspace on the Free plan. I don't see that this workspace was ever on a paid plan or a credit card on file for this workspace. If this issue concerns a workspace that you access with a different email address, please reach out to our Customer Advocate team following the steps I provided in my answer above.

Kind regards,
Theodora

Theodora Boudale · Answer

Hi Pau and welcome to the community!

I can see in our system that your workspace's plan was downgraded to Free because there was a problem processing the payment with the credit card on file. I can see that a new credit card was added a few days ago. If you want to figure out what the issue was with the previous one, you will need to contact the credit card provider.

In these cases, an email is sent to the email address that is listed as Billing contact for the workspace in https://my.atlassian.com/. If you are not sure who that is, you can create a ticket with our Customer Advocate team and

* ask them to provide you with the name and email address of the billing contact
* ask if you can be added as billing contact since you are a workspace admin

I cannot share names and email addresses here, as it is a public forum.

You can create a ticket via https://support.atlassian.com/contact/#/, in "What can we help you with?" select "Billing, payments, and pricing", in "Select a topic" select "Problems with a payment or credit card". Please make sure to provide in the ticket description the URL of the Bitbucket workspace you are having issues with.

Please feel free to let me know if you have any questions.

Kind regards,
Theodora

geeth_z80q06 · Answer

Yes, this is true. this happened to us too. I saw the logs and nobody is changing our plan. It was done automatically by BItbucket I guess. Then I changed back to standard and then after a few hours, again automatically moved to a free plan. I still don't have a clue what is happening.

Maybe this one is occurring this due to this or not IDK: https://bitbucket.org/blog/billing-model-change

Please let me know if you got a fix for this.