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Unable to Switch from Standard Plan to Free Plan


I would like to switch from standard to free plan but the error I get is that I have 5 agents. From the configuration I have, it seems there are only 3 agents. 

Attached is the screenshot which shows only 3 agents, 1 customer and 1 administrator.

Product access has to be given to all 5 users and it has been done.

Could you please point out if I have made a mistake?





3 answers

1 accepted

3 votes
Answer accepted

I have removed one of the users from Jira Service Management. So, 3 users + 1 administrator have access to JSM tool. I presume we cannot remove administrator's rights to JSM.

That leaves me with only 1 choice where I have to remove another user. Is that correct?



Correct, it's sufficient to disable site access.

Hi @Anand Rao ,

Welcome to the Atlassian Community!

When you go to > user management > users, how many users to you have in your list with site access?

Best regards,


Hi @Dave Mathijs ,

Thanks for your reply. I see the exact same set of users (5) on that list too. They all have the status of 'has site access'.



How many of them have product access to Jira Service Management? Administrators also count against your licensed users. Only portal only customers do not.

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