Jira can't delete this account AUTO-RENEW

[David Lim]

when I trying to delete a Jira account, it prompting me this error:

You can't delete this account

The account for XXXX XXX XXX can't be deleted because:

• This account is related to active accounts that are set to AUTO-RENEW

[Dario B · Accepted solution]

Hello Everybody,

EDITED (10/7/2020): 

Since the procedure previously described is quite long and currently not clearly documented, in case you are not able to delete your Atlassian Account we strongly advise to proceed opening a request with our Billing and Licensing team using below link:

•  https://support.atlassian.com/contact/

Cheers,
Dario

[Mikey_Kuplevatsky]

This company is disgusting, and so is the trouble with deleting an account. 

• This account is related to active accounts that are set to AUTO-RENEW.
• This account is the primary billing contact for one or more products. 
• This account is a technical contact for one or more products.
• To continue deleting this account the account owner needs to visit my.atlassian.com and designate a different user as a billing and technical contact.

Yes, designate a different owner, just to delete an account. LMAO. Logic much?

I'm using a free account, no such thing exists as billing...

Deleting an account should just disable everything on its own if the user is asking to delete their account. 

Just another reason to not use this malware and stick to Github, no BS, you can easily delete, more flexible, etc.

I will definitely never be recommending this to people and will actually caution them on using this garbage.

[Dario B]

Please see my answer to @Břetislav Šopík 

[Angélica Luz]

Hi David,

If the account you are trying to delete is your own account, I was able to check that you are the Billing and also the main Technical contact of your Cloud instance, that's why it's not possible to delete.
You must go to my.atlassian.com and add another admin as the Billing and main Technical contact of your Cloud subscription and remove yourself, then you will be able to delete your account on id.atlassian.com.

Regards,
Angélica

[Muthu Ramachandran]

I have the same problem. If you could cancel auto renewal please. Thanks

[Cuneyd Kaya]

You must go to my.atlassian.com and add another admin What ??? is this some kind of joke or what? what if i am the only one whom should i add? I just want to delete my account! what is so hard to understand about this. if this is a free account ? what is the point to say

*This account is related to active accounts that are set to AUTO-RENEW.* very stupid logic attached to atlassian  

[AdiletToigonbaev NA]

WTF I can't just delete my account?! I created my account only 10 mins ago and I didn't buy anything from atlassian. Zero logic policy.

[Deleted user]

I'm having the same issue, but I have not paid services on my account.

[Angélica Luz]

Hi Pedro,

I saw that you are the main billing and technical for a BitBucket Cloud account, so even if it's free, you are the contact so your account can't be deleted.
If you want to delete your account, you will have to add another billing and technical on my.atlassian.com, remove your account and then go to id.atlassian.com to delete your Atlassian account.

Regards,
Angélica

[Deleted user]

This is ridiculous, I'm getting the same error trying to delete my account.

Solution is apparently "add another billing contact"??? What? I've never paid a cent, only using free account. There is no "billing".

And in regards to the error I receive when trying to delete...

"This account is related to active accounts that are set to AUTO-RENEW"

Utterly useless information. Tells me no specifics.

This is a perfect example of why I no longer want an Attlassisn account! Confusing mess of interconected mess, and a nasty deliberate dark pattern for the simple task of deleting one's own account.

[Deleted user]

@Angélica Luz I demand my right to be forgotten. Please share directions to permanently delete this account.

[Angélica Luz]

Hi @[deleted],

I created a ticket on your behalf with our GDPR team and they will help you delete your account. 

You should have received a notification and soon someone will contact you.

Also, I saw that you are a user on a Cloud site gxxxxxxxx.atlassian.net, so once your account is deleted, you will also lose your access to the site and also here in Community.

[Břetislav Šopík]

Dear @Angélica Luz ,
equally to the previous users, I ask you to have my trial account deleted. Absence of straightforward procedure and must to "add another billing contact" is not fair and suspicious.

Thank you very much in advance.

[Dario B]

Hello @Břetislav Šopík ,

Welcome to the Atlassian Community!

I can see that you have 3 different sites (Jira + Confluence) associated to your email address and therefore it is pretty normal you cannot delete your account before deleting the sites associated to it, as explained in: 

• Cancel your site subscription

So, you have 2 options:

1. Add another billing and technical contact for your site (on my.atlassian.com), remove your account then go to id.atlassian.com to delete your Atlassian Account.
2. Cancel your site subscription and then delete your Atlassian Account

I hope this explains.

Cheers,
Dario

[Břetislav Šopík]

HI @Dario B ,

Thanks, for your helpful advice. Your documentation is thorough, however, absolutely difficult to read.

I guess that you are able to recognize trial accounts easily in your system, right? Would it be possible for you to turn the advice you gave me:

So, you have 2 options:

1. Add another billing and technical contact for your site (on my.atlassian.com), remove your account then go to id.atlassian.com to delete your Atlassian Account.

2. Cancel your site subscription and then delete your Atlassian Account

into a notification to trial users when they try to delete their accounts, so that they do not have to deal with the following cryptic "Debug Log"?

This account is related to active accounts that are set to AUTO-RENEW

 To me this would look like much more human oriented UI/UX.

Similarly, after cancelling the billing I still can not delete my account with error message that has no valuable explanation for me:

We weren't able to delete your account.

Again, this is not very human oriented. I guess it is because the billing cancellation is just pending, but this is just my guess.

[Dario B]

Hello @Břetislav Šopík ,

Thanks for your feedback. 

I can see that you are still unable to delete your Atlassian Account since you only stopped one of the 3 active subscriptions associated to it:

1. oXX-XXXXXXXch.atlassian.net -> Auto-renew set to false (so, successfully disabled)
2.  teXX-XXXXXXXX.atlassian.net -> Auto-renew still set to true (not disabled)
3. oXX-XX-XXXm.atlassian.net -> Auto-renew still set to true (not disabled)

Also, kindly notice that as outlined in our Data Storage FAQ (see What happens if I cancel my Atlassian product subscription?), there is a deactivation period you will have to wait for until you can delete your account in accordance to GDPR.

Data retention

Your products will be deactivated 15 days after the end of your current subscription period. Atlassian retains data for deactivated products for 15 days (for evaluation licenses) or 60 days (for Free, Standard, and Premium product plans) after the end of your current subscription period. 

You can expedite this request (after canceling all active subscriptions) by opening a request with our Billing and Licensing team to have us delete your Cloud instance(s) immediately. Another option is to create a Personal data and GDPR request.

• https://support.atlassian.com/contact/

Finally:

• I am getting in touch with our licensing team to have the FAQ updated (especially for free plans)
• I am updating my answer above to include the missing part about the deactivation period and the way to expedite this procedure.

I hope I am not missing anything. 

Cheers,
Dario 

[Břetislav Šopík]

Dear @Dario B ,

I cancelled one-by-one subscriptions to all visible confluence applications (administration > billing > manage subscriptions > cancel):

• our-ai-team
• team-1593780035136

Despite that I can not delete my account with the following error:

You can't delete your account

Your account can't be deleted because:

• This account is related to active accounts that are set to AUTO-RENEW
• This account is the primary billing contact for one or more products.
• This account is a technical contact for one or more products.
• To continue deleting this account the account owner needs to visit my.atlassian.com and designate a different user as a billing and technical contact.

Can you please elaborate on what is wrong now?

[Dario B]

@Břetislav Šopík ,

According to what I see in our system the instance team-1593780035136.atlassian.net has not been deactivated (while the other 2 are successfully deactivated).

Also, as already mentioned:

[...] there is a deactivation period you will have to wait for until you can delete your account in accordance to GDPR.

[...]

Your products will be deactivated 15 days after the end of your current subscription period.

[...]

You can expedite this request (after canceling all active subscriptions) by opening a request with our Billing and Licensing team to have us delete your Cloud instance(s) immediately. Another option is to create a Personal data and GDPR request.

• https://support.atlassian.com/contact/

Please review my previous reply for more details (and screenshots) 

[Břetislav Šopík]

Hi @Dario B !
You advised me the following:

So, you have 2 options:

1. Add another billing and technical contact for your site (on my.atlassian.com), remove your account then go to id.atlassian.com to delete your Atlassian Account.
2. Cancel your site subscription and then delete your Atlassian Account

I chose for option 2. That is becasue I find it unfair to ask me for adding different billing information when I use trial version of the product. When I try to cancel the billing subscription I receive the following confirmation.

However, the account still can not be deleted.

Could you please give me some clear guidance, how to proceed?
Thank you.

[Dario B]

Hi @Břetislav Šopík ,

The reply you are referring to is the one from the 7th of April and it is indeed missing some information. Please review my reply from the 8th of July instead. All the information and details are in there. 

However, to summarize:

• Standard procedure:
  1. You have now correctly canceled the auto-renewal for your products
  2. Since they won't auto-renew, your products will be terminated 15 days after expiration (so, around the 15th of August)
  3. Once the product are all deactivated you can proceed deleting your Atlassian Account
• Fast procedure:
  1. Cancel the auto-renewal for your products
  2. Open a request (https://support.atlassian.com/contact/) with our Billing and Licensing team to have us delete your Cloud instance(s) immediately. Another option is to create a Personal data and GDPR request. If needed a screenshot is available in my reply from the 8th of July.

I hope this clarifies. 

Dario

[Břetislav Šopík]

Thanks for further clarification. I will follow the standard procedure. It would be helpful to make this protocol more straightforward for other trial users and definitely not to trap users into automatically set paid renewals. Thank you very much for your help!

[Dario B]

You are very welcome @Břetislav Šopík !

However, while asking to have the documentation updated, I have been advised to create a ticket on your behalf since this is actually the smoothest way to delete your account in case you have multiple products associated to it. 

I have done so and I have created the following ticket on your behalf: CA-1055378

Have a nice weekend!

Cheers,
Dario

[PK]

Hi Dario,  have the same problem. Please delete my account. I have no auto renewal as I have not even a subscription. Still can't seem to delete the account.  Best regards Peter