Mismatch between the total users count and the product users count

Martin Fischer October 16, 2024

Hello,

we have encountered an issue with our user counts. We would like to keep our testing instance on a Free plan, but we are seeing a number of users that exceed the limit, even though these users have already been removed.

To clarify, the numbers in billing indicate:

  • Confluence: 17 users
  • Jira: 19 users
  • JSM: 12 users

However, when we check the admin console (Directory tab → Users), the numbers do not match. Specifically:

  • Total users: 10 users
  • Active users: 10 users
  • Administrators: 2 users

How can we reduce the product numbers, as the users were already deleted and are no longer visible in the admin console (Directory tab → Users)? They are no longer part of any group either.

Note: When we run the “reporter in inactiveUsers()” JQL search, it returns issues from the previously deleted users (as expected), but it seems they are still somehow counted towards the limit.

Are we missing anything here? Thank you for your hint and ideas. 

1 answer

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Bibek Behera
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October 16, 2024

Hi @Martin Fischer ,

I hope you are having a good day. What I would suggest you to refer is the Billing Preview.

If the number of active users is under the limit then it should be okay to be in the free plan.

2024-10-17_12.08.38.png

 

Click on the user count that you see next to the product to see if it is accurate.

-Bibek

Martin Fischer October 16, 2024

Hi @Bibek Behera

thank you for your quick response. The numbers I mentioned actually come from the Billing Preview. In the Billing Preview, we are seeing higher numbers than expected. After removing users, there should be a maximum of 10 users per product, as reflected by the Total User Count in the admin console. However, despite these deletions, the Billing Preview still reflects higher user count.

billing_2024-10-13T07_31_34.250Z.pngfilter_2024-10-15T09_47_22.638Z.png

We cannot figure out where the surplus users are coming from and we need to resolve this to downgrade our plan to Free again.

Marc - Devoteam
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October 17, 2024

Hi @Martin Fischer 

If you click the number 17 for example on the Confluence instance, what is the  result in users names and do the same on the 10.

See the difference and check the users that shouldn't have a license.

Other question are you using SSO and are there users managed?

Also change the settings on User Access Settings, for each domain option, check the access settings.

What will happen by default if a user is given an account on your site.

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Martin Fischer October 17, 2024

Hello @Marc - Devoteam

it seems that the issue has resolved itself unexpectedly (after checking it now), and the correct numbers are now being displayed, which allows us to switch the plan to the free version but this change occurred without any intervention on our part.

However, we are still confused by what happened, as the incorrect values persisted in the site for a week or two before suddenly correcting themselves today. Do you have any insight into why such a delay might occur? Could it have been a bug, or is it possible that the system simply took several days to update the values for some reason?

To answer your question, no matter which number we clicked on, it consistently displayed the same 10 users that we could see in the admin console.

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Kieren _SmolSoftware_
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October 17, 2024

The billing preview page takes longer to update numbers, potentially hours longer.

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Martin Fischer October 17, 2024

Yes, but this time it took about 8-9 days, which is really inconvenient when you try to switch the plan right before the subscription ends. That is why we got confused and puzzled by what is going on. 

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