Is there a delay in adding users after increasing the user tier for a product?

[Rob Horan]

I am helping a team that has purchased additional JSM agent seats.  I see they are now using 116 of 300 seats but when trying to add an agent they are getting an error that they have exceeded the limit on their plan.

Is there a delay between payment time and the ability to make use of the additional seats?

[Marc - Devoteam]

Hi @Rob Horan 

It shouldn't be.

I suggest to contact Atlassian Support on this license/billing issue.

[Rob Horan]

A ticket is already in place but I was hoping to get a sense of this phenomenon from the community.

[John Funk]

HI Rob,

Do they have both Jira and JSM? How are they doing on the licenses for Jira? Still plenty of room there also?

[Rob Horan]

They were eventually able to add more agents.  Jira/JSW and JSM, while on the same platform, are licensed completely separately.  (I know you know, but for anyone referencing this later)

The particular issue in this case was adding more agents.

The bottom line is that effectively was a delay between the time payment was received and their ability to add additional licensed users. The increase in available licensed seats was visible in the billing area, but the additional licensed user capacity was completely unusable for what seemed like a full day.

So it seems like there is a waiting period after paying for an increase in order for it to take effect.