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Account is going to be suspended


I've received a warning saying my Jira account is about to be suspended (waiting payment), but I thought Jira was free for teams under 10 elements.

Are we gonna lose access to Jira?

Please help us!

1 answer

1 accepted

2 votes
Answer accepted
Fazila Ashraf Community Leader Jul 12, 2021

Hi @Vitor Pinto 

For JSM cloud, the free tier covers only 3 agents. 

How many agents are you using?

Hi @Fazila Ashraf , thank you for your quick answer.

By agents, you mean, users?

Currently, we have 8 users.

Thank you!

A user is someone who can log in and use Jira as an identified person.

With Jira applications, there are four types of user someone might be (it's more complex than this but it doesn't matter for the purposes of this question).  The Free plan caps the numbers at different levels by type:

  • A Jira Service Management customer (unlimited numbers)
  • A Jira Core user (up to 10 free)
  • A Jira Software user (up to 10 free)
  • A Jira Service Management agent (up to 3 free)

So, my guess is that you're on the free plan, you're using at least Jira Core + Jira Service Manangement and at least 4 (probably all 8) of your users are Service Management Agents - you're over the free limit.

Understood @Nic Brough _Adaptavist_ 

And how can I see/change the user roles so I can only have Software users?

Thank you!

Go to Admin -> Product access.  This will show you the groups that grant access to the various applications, so you know what groups to add/remove people from.

For example, one of my sites has the default, and the groups

  • jira-servicedesk-users
  • jira-software-users
  • confluence-users

Do what they suggest - a person in Jira-servicedesk-users is an Agent.  Jira-software-users are developers in general, and confluence-users, well, are readers and writers.

Done! Thank you! :)

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