Jira Subscription Cancelled
Asked by Emem Ekpenyong-Oniru:

Greetings,

I started a project on Jira with the free subscription, last month but I received mail on 7 June saying my subscription has been cancelled. I don't quite understand why though.

I'll need an extension till July if possible, please help.

Regards,

Emem


Answers:
author: Earl McCutcheon
body: Hello [@Emem Ekpenyong-Oniru](/t5/user/viewprofilepage/user-id/5516382) ,

After checking things out, it looks like the cancelation notification you received on the 7th is tied to a billing issue.

While the account was created under the free license, this free license type is limited to 10 users as covered in:

* <https://www.atlassian.com/software/jira/pricing>

It looks like the reason for the cancelation is that you have added more than 10 user accounts to the free tier, which would have prompted you to upgrade from the free license tier to a standard license limited trial with the addition of the 11th user.

Once the trial expired, the site was disconnected as there were no billing details on record.

Noting over 10 users require upgrading from a Free license to a trial License, and upon completion of a trial license requires activation of the standard license to continue using the product.

Within the e-mail you received, there are instructions and a link for an option to reactivate the account.

If you would like to stay on a free tier license there is an alternate support link in the e-mail that will get you in touch with our customer advocates team that can extend your trial so that you [can follow these steps](https://community.atlassian.com/t5/Jira-articles/How-to-Downgrade-Jira-Software-from-Standard-to-Free/ba-p/2045188) to return the system to a free license tier.

Regards,  
Earl

comments: author: Emem Ekpenyong-Oniru
body: Hi Earl,

Hm, thanks for the response. I think it will be helpful if there's a prompt asking if I want to add on more than 10 users instead of taking me straight into the paid version. I'm still pretty new to the workings of Atlassian products and didn't realise I had actually added more than 10 users because I had a few issues while adding people.

I will like to extend the free period.

Thanks again.

Emem


author: Emem Ekpenyong-Oniru
body: Hi Earl,

Thank you again for your response. I did check and saw that I didn't actually have more than 10 users but I'm unable to locate the "Billing" tab to be able to proceed with returning the system to free license tier.

I'll appreciate further assistance with getting this sorted please.

Cheers,

Emem


author: Earl McCutcheon
body: Hi [@Emem Ekpenyong-Oniru](/t5/user/viewprofilepage/user-id/5516382) ,

Awesome to hear, I'm glad you got the access and user portion sorted out.

Downgrading to the free license tier is going to be done at [admin.atlassian.com](http://admin.atlassian.com/) under the billing tab \> Manage subscriptions \> Change \> Select Free \> And Confirm

But for a more detailed breakdown, I also recommend that you or anyone else who is trying to accomplish this, check out the following Community post that has a detailed walkthrough with screenshots for the steps as well as a demo video:

* <https://community.atlassian.com/t5/Jira-articles/How-to-Downgrade-Jira-Software-from-Standard-to-Free/ba-p/2045188>

Regards,  
Earl


author: Fadoua
body: [@Emem Ekpenyong-Oniru](/t5/user/viewprofilepage/user-id/5516382)

Welcome to Atlassian Community!

It seems that someone raise a ticket with Atlassian.

All the best,

Fadoua


Tags: cloud

jira-service-management

jira-service-management-cloud