Account is going to be suspended

[Vitor Pinto]

Hello,

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!

[Fazila Ashraf · Accepted solution]

Hi @Vitor Pinto 

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

How many agents are you using?

[Vitor Pinto]

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

By agents, you mean, users?

Currently, we have 8 users.

Thank you!

[Nic Brough -Adaptavist-]

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.

[Vitor Pinto]

Understood @Nic Brough -Adaptavist- 

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

Thank you!

[Nic Brough -Adaptavist-]

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.

[Vitor Pinto]

Done! Thank you! :)