Can't access Jira Product Discovery anymore

[Ravid]

Dear community,

I can not enter our list of requirements any more in Product discovery!

It was always told that there are 3 free accounts with this tool!

Please help!

Best!

Ravid 

[Dave Mathijs · Accepted solution]

Hi @Ravid are you the Org Admin of your cloud site?

If yes, you can check the current status of your Plan/Subscription in Atlassian Administration.

If not, please ask your Org Admin.

[Ravid · Accepted solution]

So, what should happen is switching from a standard to a free trial. Something that can only be done by our billing administration. We will wait and see how it works. Still, I don't get why JPD does not leave 3 seats for free regardless of the plan.

And I think it is a bad design pattern to prompt restrict access without a specific warning.

I hope the PM will read my comment here. 

[Tanguy Crusson]

You should have gotten a number of warnings from different places: there's something that shows up in the app telling you the number of days left in the trial, we send multiple emails - one when you switch to a standard trial, then a few to add payment details before the deadline, and then you get 2 weeks of "grace period" before we deactivate. 

But the team's always looking at ways to improve this, and they've seen your feedback.

[Ravid · Accepted solution]

[Tanguy Crusson]

OK I see you are on the Standard plan - and without a payment method it will get deactivated after a while.

How to get access back: You'll have to click on "contact us for help" to ask for the standard trial to be reactivated. Then you'll be able to downgrade to the Free plan (with a max of 3 creators)

[Tanguy Crusson]

@Ravid I had a look at the history of your account to understand what happened:

• You were on the free plan with 3 users
• At some point someone added 2 more users
• Because of this, the system automatically upgraded you to the standard plan, in trial
• The trial lasts for 14 days. After that there is a grace period of 2 more weeks for you to enter payment details or remove users and downgrade to the free plan
• The system should have emailed you a few times with prompts to do so
• After that, your subscription was deactivated.

I had a chat with the teams leading these experiences about improving this experience to make it more clear, in product, what is going on - so you can react earlier.

They also advised that you should now be able to reactivate the product yourself (without having to wait for support to do so) by adding payment details - this would restart your trial, you can then downgrade to Free.

[Tanguy Crusson]

Clarification - to reactivate, click on the billing tab and there should now be an "inactive" tab --> That's where you can reactivate the product.

[Tanguy Crusson]

Yes, like @Dave Mathijs said: have a look in admin.atlassian.com for the status of your subscription.

It might be that you're still using the beta plan of JPD which was discontinued a while back. If you have 3 creators, you can move to the Free plan and everything will be back to working. 

[Ravid]

Can't describe how angry and frustrated it makes me!
I just wanted to capture new requirements with the tool, and it was not there for me!
I also plan to present it in front of a larger audience, and convince them to use it, but after this event, I kind of lost trust in it :-(

[Ravid]

Thank you!

This is how the screen looks like, and I see no way to change to free: