Help - Our account has been frozen and we are locked out

[Mary]

Our account went onto the trail for the standard plan automatically, as we loaded 11 users by accident instead of 10. 

I have now removed them from the account and re-selected the free plan, however, our Confluence access has been suspended!

All our documentation is on there and we are quite desperate to unlock it. 

SInce we only have 8 users on our account now and have reselected the free plan, surely we should be able to access it? 

[Callum Carlile _Automation Consultants_ · Accepted solution]

Hi @Mary 

If you go to Settings > Billing > Manage Subscriptions, it will tell you the products you are subscribed to (e.g. Jira, Confluence etc) and also the number of users who have licenses assigned. This is the best way to check your license assignment.

If this number is over 10, then you may have a user within a group that is granted access to Confluence

[Mary]

Thanks @Callum Carlile _Automation Consultants_ for the assistance. 

Unfortunately, I had already actioned that. I got hold of the support team and they updated my account to reflect correctly. 

Mary