As Admin of our site using Jira Free, I got error "Your Atlassian Cloud products are suspended"

[ryangelig]

I signed up for the published Free version of Jira Software Cloud with 10 users, and yesterday upon accessing our site project at https://sugbodoc.atlassian.net/jira/software/c/projects/SUGBOWEB1/issues, I get the notification "Your Atlassian Cloud products are suspended". Navigating to https://admin.atlassian.com/ and under Products or Billing, there are no Products shown.

How do I restore access to my Projects if atlassian doesn't even have record of my free subscription to Jira?

[Fabio Racobaldo _Herzum_ · Accepted solution]

Hi @ryangelig ,

welcome to the Atlassian community!

Try to raise a request to Atlassian through the portal https://support.atlassian.com/contact/#/

Fabio

[ryangelig]

Thanks Fabio. I have raised a request through the portal now.

[Fabio Racobaldo _Herzum_]

you're welcome @ryangelig . Atlassian team will provide u all information you need

[ryangelig]

Hi Fabio, the Atlassian Team responded and was able to restore our access to our site project. 

Thanks for the advise.

As it turns out, we have breached the Free Plan and automatically Upgraded to the Standard Plan and then billed, possibly because we've breached the number of Free Users. We had requested for a notification or warning to inform Users that an action  (such as Adding Users beyond the Free Limit) could result in an Upgrade or Change in Subscription Plan. We also requested for consideration to be able to downgrade back to Free Plan after deactivating some users who were not using the software anymore.

Thanks to the Atlassian Team for the quick resolution and consideration.

[Fabio Racobaldo _Herzum_]

I'm happy for that!

[Izzy Findlay]

I think the same has happened to me, but if i can't get into it, how can I remove some users to downgrade back to the free plan please?

[Andy Gladstone]

@ryangelig Welcome to the Atlassian Community. Sorry for the crash landing. When was the last time you accessed these products? It will help with troubleshooting. 

[ryangelig]

Thanks for the welcome @Andy Gladstone . I last used Jira 2 days ago, actively creating and managing tickets and just got the error yesterday.