How can I reactivate an account that was deactivated because I haven't added payment details?

Question

I probably used a standard account trial that ended without me adding payment details. I want to reactivate the account as a free account but when I click reactivate in the "manage subscriptions - inactive subscriptions" and then continue, it returns "something went wrong" error. How can I reactivate the account as a free one?

Walter Buggenhout · Answer

Hi @נגה פלד,

If you had less then 10 users on your free trial of the standard plan, then it is automatically converted to a free plan at the end of the trial. If you had more users, your plan gets deactivated at the end of the trial and you either need to add payment details or reduce the number of users below 10 to be able to switch to the free plan.

Have a look into that first. If there's no issues there, Atlassian does disable your free plan if you don't enter it after 40 days. If you ended up that alley, have a look at this community article describing what happens and what you need to do to have your site back up and running (since you can still access the option to reactivate, you are probably still at least on the grace period).

If you don't manage to figure it out soon, contact Atlassian billing and licensing support asap with details of your site and a reference to this community post.

Hope this helps!

Martin Runge · Answer

Hi @נגה פלד,

I would not rely on the Reactivate button here. That path tries to restore the subscription on the plan it had before, so it walks you into billing details and often ends in the generic error when the trial lapsed without a payment method.

The route that usually gets you back to Free is to add the product to the same site again: admin.atlassian.com > Apps > Atlassian apps, select Confluence, then Add to an existing site, pick your site and select Add. Atlassian documents this as a supported way to reactivate a deactivated subscription, and explicitly notes it also works to land back on the Free plan if you are within the Free user limit: https://support.atlassian.com/subscriptions-and-billing/docs/reactivate-a-subscription/

Timing matters as well. Data for a deactivated subscription is kept only limited time before it is deleted for good, described here: https://community.atlassian.com/forums/Jira-articles/Atlassian-Jira-JSM-Confluence-Free-Tier-Inactivity-amp-Data/ba-p/3251237

Cheers, Martin