Unable to add a new user

Question

Hi,

I'm a Jira admin for a product on the Standard paid plan.

We just started receiving errors that we can no longer add Jira users:

"Unable to add [username] to that group

You've reached the maximum number of users for your plan. To add this user, upgrade your plan."As far as I can tell, the Standard plan allows for 50,000 users.  Help!

Joel Brent · Answer

Thank you.

It seems to be clearly a bug to me, as this prompted me to do some user and group cleanup, removing many users, which should have cleaned up some licenses.

I just contacted Atlassian support; hopefully they should be able to help me.

Trudy P Claspill · Answer

Hello @Joel Brent

Welcome to the Atlassian community.

Are you being billed for Jira monthly or annually?

If you are billed annually, then you would have been required to specify a User Tier (range of users) that you did not anticipate exceeding for the duration of your annual billing cycle. In that case your site could be limited in the number of licensed users you can add.

You may not have access to see billing information for your product. You may need to contact the Billing contacts or the Organization Administrators for your site to review that information. I have not had an opportunity to work in an environment where the Product Admin role is in use so I'm not sure exactly what you can see