Subject: Request to Restore Free Plan and Waive Invoice - edutizim.atlassian.net

Question

"Hello Atlassian Billing Support,

Our site  is currently suspended due to a plan upgrade that occurred when we exceeded the 10-user Free limit. We have since reduced our active user count to 8 users and attempted to switch back to the Free plan, but the site remains suspended and is requesting payment for a Standard plan invoice.

We never intended to move to a paid plan and have already taken the necessary steps to comply with the Free plan limits. Could you please:

Manually restore our site access to the Free plan.

Waive/cancel the pending invoice generated during the temporary upgrade.

Confirm that our current billable user count is now recognized as 8.

Request ID from error page: dcaa07a396ef49528bcc585d241edeed

Samuil Enchev · Answer

Hi @zafarjon

Thank you for reaching out and sharing these details. I understand how frustrating it is to have your site suspended, especially after you've already scaled back your user count to fit within the Free plan limits.

Because this involves specific billing adjustments, manual site restoration, and invoice waivers, our Billing and Licensing team will need to handle this directly to ensure your account is updated correctly.

To get this resolved, please follow these steps to create a support ticket:

Open a browser in Incognito/Private mode (this is important to ensure you aren't automatically logged into the suspended account).

Go to the Atlassian Support: Pricing, Billing, & Licensing | Atlassian.

Under How can we help you?, select Quotes and Plan Changes.

Under Choose a topic, select Change cloud plan.

Fill in the details.

If the message box isn't visible, click on “Need more help?” to make the description field and submit button appear.

In your description, please explain the situation and include a link to this forum post so the agent has all the context and the Request ID you provided.

Once you submit that, a billing specialist will be able to review your user count and help get your site back online.

Best,
Samuil

Marc -Devoteam- · Answer

HI @zafarjon

You need to raise an issue at Atlassian Support

Open this page in an incognito window and do NOT login, then choose the option Quote and Plan changes.

Here in community, most of us are Atlassian users like yourself, not (necessarily) employees of Atlassian. We don't have access to your environment.

This community is an open public forum.

Nikola Perisic · Answer

Hi @zafarjon

I've requested assistance from Atlassian support engineer. They will reach out in 2 business days or next week.