Mismatch between the total users count and the product users count

Question

Hello,

we have encountered an issue with our user counts. We would like to keep our testing instance on a Free plan, but we are seeing a number of users that exceed the limit, even though these users have already been removed.

To clarify, the numbers in billing indicate:

* Confluence: 17 users
* Jira: 19 users
* JSM: 12 users

However, when we check the admin console (Directory tab → Users), the numbers do not match. Specifically:

* Total users: 10 users
* Active users: 10 users
* Administrators: 2 users

How can we reduce the product numbers, as the users were already deleted and are no longer visible in the admin console (Directory tab → Users)? They are no longer part of any group either.

Note: When we run the “reporter in inactiveUsers()” JQL search, it returns issues from the previously deleted users (as expected), but it seems they are still somehow counted towards the limit.

Are we missing anything here? Thank you for your hint and ideas.

Martin Fischer_o3bllv · Answer

Yes, but this time it took about 8-9 days, which is really inconvenient when you try to switch the plan right before the subscription ends. That is why we got confused and puzzled by what is going on.

Kieren _SmolSoftware_ · Answer

The billing preview page takes longer to update numbers, potentially hours longer.

Martin Fischer_o3bllv · Answer

Hello @Marc -Devoteam-

it seems that the issue has resolved itself unexpectedly (after checking it now), and the correct numbers are now being displayed, which allows us to switch the plan to the free version but this change occurred without any intervention on our part.

However, we are still confused by what happened, as the incorrect values persisted in the site for a week or two before suddenly correcting themselves today. Do you have any insight into why such a delay might occur? Could it have been a bug, or is it possible that the system simply took several days to update the values for some reason?

To answer your question, no matter which number we clicked on, it consistently displayed the same 10 users that we could see in the admin console.