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Managing Users & Roles
Managing Users
Managing Users
1. How do I add Users to my Atlassian Cloud site?
If you're a Site Administrator, follow the steps below.
To add a user:
- Go to Settings > User Management.
- Click the Users tab invite your teammates. Please note that even if the invitee does not accept the invitation, they will become a billable User.
- Enter your teammate's email address(es) and click Invite Team Members.
You can then select a User from the list at the bottom of the page to grant/revoke access to particular products.
2. How do I remove Users from my Atlassian Cloud site
Remove a user if you don't want them to appear on your site. Removing a user from one site doesn’t remove them from your organization or other sites you manage.
To remove a user:
- From your site's Administration, select Users.
- From the user you want to remove, select Show details from the Actions column.
- You may need to click the dropdown to see this option.
- On the user details screen, click Remove user.
3. How users are counted towards billing?
Once users are created they are automatically counted towards billing even if they don't accept the invite or ever login. A user must be explicitly deactivated, deleted, or removed from a synced user directory (if you have Google sync) to not count towards billing. Learn how to add or remove users.
You may also see Users stemming from Marketplace Apps, however, these Users are not counted toward your total User count or your bill.
4. How many Users do I have?
If you're a Site Administrator, you can find the number of billable users for each Cloud product by following the steps
- From your Atlassian Cloud site, select Settings > Billing.
- Click Manage Subscriptions.
- Each Cloud product will display the number of billable Users
If you're only a Billing or Technical contact (within My.Atlassian.com), you will not have access to user counts. In order to understand how many users you have, please refer to recent Invoices, located within your My.Atlassian account, under the Orders tab.
5. When were my Users last active?
As a Site Administrator, you can access your Users' last activity by:
- From your Atlassian Cloud site, select Settings > User Management
- Click Users in the sidebar. Each Users' last activity will be noted in the Last Seen On Site column.
Activity is captured when a logged in user interacts with your Atlassian Cloud site. When there is user activity, the current date is logged in User Management. Please note, we don't differentiate between activity on different Jira products, we take the activity across Jira Software, Jira Core and Jira Service Desk.
6. How do I add or remove products and Apps?
As a Site Administrator, you can add or remove products by:
- From your Atlassian Cloud site, select Settings > Billing
- Select Manage Subscriptions.
- To add additional products, select Add More Atlassian Products. To remove an existing product, select the three dots next to Manage Users, followed by Delete. You'll be prompted to confirm the deletion of the product and its data.
Please note: Removing Products or Apps takes effect immediately and no credit or refund will be offered for removing applications or Apps early.
Managing Roles
1. Who is a Site Administrator?
A Site Administrator is a user in the 'site-admins' group who has access to the user management and billing sections of your Atlassian Cloud site. Users in this group will have complete administrator access to all applications on your instance and have application access to all available applications.
You can learn more about the new Site Administrators permission in Default Groups and Permissions in Atlassian Cloud.
2. What are the other types of administrative roles?
- Site Administrators have the highest administration privileges on your Atlassian Cloud site. They can be considered as the owners of your Atlassian Cloud service.
- Administrators have administration access only to the applications of your Atlassian Cloud site. These are the day to day administrators of your Atlassian Cloud service.
- Billing Contacts will be notified of changes to the bill and have access to manage your subscription through the My Atlassian site. These are the people who are interested in the ongoing billing of your Atlassian Cloud service.
Your Site Administrators and Administrators are managed through your Cloud site and your Billing contacts are managed through the My Atlassian site. If no Site Administrators are active users, it will be necessary to contact your internal IT team to grant you access to the email address associated for the previous contact. You can then use the 'Unable to access your account?' link from your Atlassian Cloud instance.
3. How do I change the Site Administrator?
Your Site Administrators and Administrators are managed through your Cloud site.
Only Site Administrators can update who has the 'site-admin' permission. If no Site Administrators are active users, it will be necessary to contact your internal IT team to grant you access to the email address associated for the previous contact. You can then use the Unable to access your account? link from your Atlassian Cloud instance to reset the password and change the Site Administrator .
4. How do I update the Billing and/or Technical Contacts?
To add a Billing or Technical Contact, any existing Billing or Technical Contacts can log into their My.Atlassian account, select the product or subscription in question, and enter the email address of the new contact. If the new contact does not have an Atlassian Account, you will be prompted to enter a few details.
To establish a new Primary Billing or Technical Contact, the new contact will need to log into their My.Atlassian account and select Make Primary. The existing Primary Contact will then be demoted to a secondary contact and can be removed if needed.
Within Atlassian Cloud, any SIte Admin will be able to make themselves a Billing Contact by navigating to Site Administration > Billing > Overview and selecting Make Me A Billing Contact.
If you have any questions about the Contacts on file for your license or subscription, please contact our Customer Advocate Team.
5. Who is notified about changes to my subscription?
An email will be sent to all billing and technical contacts 3 days prior to the billing date. You can manage your technical and billing contacts through your My Atlassian account.
We are working to expand this notification to all site administrators of your Atlassian Cloud site in the future.
Managing Your Subscription
Managing Your Subscription
- What payment options are available for Atlassian Cloud?
- How do I add payment details?
- Can I add more Users?
- How do I update the credit card or PayPal account on file?
- How do I sign up for Annual payments?
- How do I renew my Atlassian Cloud site?
- Where can I view/download quotes or paid invoices?
- Was I double-charged?
- How can I reduce my Atlassian Cloud bill?
- Who do I contact with questions about a bill?
- How do I request a quote for additional Users?
Managing Your Subscription
1. What payment options are available for Atlassian Cloud?
Atlassian Cloud Monthly
To ensure timely payment for monthly subscriptions, we're only able to accept payment via credit card or PayPal. The card on file can be updated by the Primary Billing Contact via their My.Atlassian account at any time, or you can elect to pay via PayPal via the Billing Details section of your Atlassian Cloud subscription.
*Unfortunately, we're unable to accept Discover credit cards for monthly renewals
Atlassian Cloud Annual
Payment can be made by bank transfer, mailed check or credit card, complete payment details appear on the first page of an official quote and on our How To Pay page.
2. How do I add payment details?
After you've created your Atlassian Cloud site, monthly payment details can be applied either from within the site itself by a Site Admin, or via the Primary Billing Contact's My.Atlassian account. Please note, PayPal accounts must be linked by a Site Admin from within the site itself.
Via Cloud Site
Monthly payment details can be added from within the Cloud site itself by a Site Admin. Once an Admin logs into the site, they'll navigate to Site Administration > Billing > Billing Details. Follow the on-screen instructions to add credit card details or link a PayPal account.
Via My.Atlassian
Alternatively, credit card details can be added via the Primary Billing Contact's My.Atlassian account by selecting the Atlassian Cloud site in question and clicking Provide Payment Details from the drop-down menu. Please note, PayPal accounts must be linked by a Site Admin from within the site itself.
3. Can I add more Users?
Atlassian Cloud subscriptions paid monthly will simply charge the card on file for the number of Users tied to each product, each month.
Atlassian Cloud subscriptions paid annually will require a formal upgrade from one Tier to another. Upgrades to annual accounts are prorated through the remainder of the annual term.
4. How do I update the credit card or PayPal account on file?
Any Site Admin can update the credit card/Paypal account on file from within the Cloud site itself. Once a Site Admin has logged into the instance:
- Navigate to Site Administration > Billing > Billing Details
- Click the Pencil icon to edit the card details
Alternatively, the Primary Billing Contact of an Atlassian Cloud subscription can update the credit card for the subscription via their My.Atlassian account. To update the credit card on file:
- Log into My.Atlassian
- Select the Cloud site in question
- Click Edit Credit Card
The new card will be charged on the next billing date.
Please note, PayPal accounts must be linked by a Site Admin from within the site itself.
5. How do I sign up for Annual payments?
Site Admins can switch to an Annual plan at any time from within the Cloud site as soon as payment details have been applied.
- Log into your Atlassian Cloud site and navigate to Settings > Billing.
- Click Billing Details, followed by Switch to Annual Payment.
- Confirm your billing details and click Pay & Switch to Annual.
Note: If you'd like to move to a higher or lower user tier, please contact our Customer Advocate Team to request an annual quote.
6. How do I renew my Atlassian Cloud site?
Atlassian Cloud sites paid monthly will renew automatically with the credit card or PayPal account provided by the Billing Contact on file.
For existing Annual Cloud sites, Atlassian will send a renewal quote to the Billing Contact on file 60 days prior to the site’s renewal date.
7. Where can I view/download quotes or paid invoices?
The primary Billing and Technical contacts listed on a quote or invoice can retrieve them from their My.Atlassian account.
- Log into your My.Atlassian account and click the Orders tab. All quotes and invoices associated with your account are in this section.
- In the Quotes tab, you can download a PDF quote or invoice, make a credit card payment, update a PO number or delete a quote entirely.
- In the Orders tab, you can see an order's details and download a PDF of the paid invoice.
Please note: You can only access the orders where you are listed as the Billing or Technical contact.
8. Was I double-charged?
In some cases, card issuers will place an authorization hold on funds (making them unavailable) for the amount of the purchase. Atlassian settles the transaction immediately (known as "settlement"), but the authorization hold can remain from 1-5 days until it "falls off" depending on your card issuer's policies.
If the funds are not made available 5 days after the transaction, we recommend contacting your card issuer (Visa/American Express/MasterCard/etc) to see when the authorization hold will drop off.
9. How can I reduce my Atlassian Cloud bill?
If you're looking to lower your bill there are a few strategies:
- Convert to an annual subscription if you're currently paying monthly. Annual subscriptions may offer a discount depending on the number of users purchased. You may use the Atlassian Cloud pricing calculator to compare your estimated monthly and annual cost.
- Identify users that aren't actively using your cloud product(s) and deactivate them so they no longer count towards your monthly bill. If you need help identifying users that aren't using your cloud product(s), navigate to Site Administration > Users and review their Last Active date to find users that haven't used the product in a while. It's always a good idea to check in with your users before taking action to deactivate them.
10. Who do I contact with questions about a bill?
The management of user access and subscribed services is done by the Site Administrator(s); this is the best person to contact within your organization about changes made to your subscription.
If you do not know who your Site Administrator is, you can contact the Technical Contact listed on an invoice or Contact Us and we can help identify the Site Administrator.
11. How do I request a quote for additional Users?
Atlassian Cloud sites paid monthly are billed for the number of Users tied to each product each month. Users can be added at any time!
Atlassian Cloud sites paid annually will need a formal prorated upgrade quote, as products are sold in distinct user tiers. Please review the available annual User Tiers and Contact Us for a formal upgrade quote.
Atlassian Cloud Standard
Cloud Standard Pricing
Cloud Standard Pricing
1. Monthly Pricing for Atlassian Cloud Standard
To calculate a monthly price with various products and apps, see our Cloud Pricing Calculator.
*Az Atlassian Cloudhoz most 75%-os árengedménnyel juthatnak hozzá a jogosult közösségi vásárlók, és 50%-os árengedménnyel a jogosult oktatási intézmények.
Miért ugrik nagyot az ár 10 és 11 felhasználó (vagy 3 és 4 Jira Service Desk-ügynök) között? A 10 főre vagy 3 ügynökre szóló licencek bevezető árakat kínálnak a kis csapatok számára. Ha 10-nél több felhasználóval rendelkeztek (vagy 3-nál több Jira Service Desk-ügynökkel), akkor a szokásos árak vonatkoznak rátok.
2. Annual Pricing for Atlassian Cloud Standard
To calculate an annual price with various products and apps, see our Cloud Pricing Calculator.
Felhívjuk figyelmedet, hogy az éves felhasználói szintek nem változtathatók meg.
*Az Atlassian Cloudhoz most 75%-os árengedménnyel juthatnak hozzá a jogosult közösségi vásárlók, és 50%-os árengedménnyel a jogosult oktatási intézmények.
Cloud Standard FAQs
1. How do I calculate my monthly price?
Your monthly price depends on the number of licensed users in each product. Atlassian’s core products and apps (with the exception of Bitbucket) begin with a flat Starter tier for up to 10 Users (or 3 Agents in Jira Service Desk). Once your user level surpasses the 10 User/3 Jira Service Desk Agent Starter tiers, progressive per-user pricing begins. Note: Premium Cloud products do not offer a Starter tier.
What is Progressive pricing?
Progressive pricing means that monthly pricing is calculated using tier groups, each with a distinct per-user price. For example, Jira Software Cloud Standard with 450 users would be calculated as:
$7/user for Users 1-100
$6/user for Users 101-250
$5/user for Users 251-350
$1.50/user for Users 351-450
The total monthly price equates to $2,250/month. An average of $5.00/user.
Monthly per-user pricing varies across Atlassian products and apps. See our interactive Atlassian Cloud Pricing Calculator to determine your monthly price across all Atlassian products and Marketplace apps.
2. How do I upgrade to Atlassian Cloud Premium?
If you're currently using Jira Software Standard or Confluence Standard, you can upgrade to the Premium versions at any time via the Manage Subscriptions page of your Atlassian Cloud site.
Once you upgrade to Premium, you'll enter a free trial period. For Monthly subscriptions, the trial period spans your current billing cycle, plus your next billing cycle. For Annual subscriptions, the trial period spans your current billing cycle, plus 30 days.
After the trial period, the premium plan will appear on your monthly or annual renewals.
3. What's the difference between Standard and Premium?
We have added a new Premium plan to Jira Software Cloud and Confluence Cloud to provide additional functionality for customers than the standard plan offers today.
The premium plan includes new product-level features, as well as a financially backed 99.9% availability SLA, unlimited storage, and 24/7 Premium support with 1 hour response times for critical issues.
4. What is the storage limit for Atlassian Cloud Standard?
The storage limit for Jira Software Cloud and Confluence Cloud is 250 GB on the standard plan and unlimited storage on the premium plan, regardless of your user tier.
If you have both Jira and Confluence, each has its own storage limit (note that all Jira family products have a combined storage limit).
Storage is primarily made up of:
- Attachments from Jira products
- Confluence attachments
Atlassian Cloud Premium
Cloud Premium Pricing
Cloud Premium FAQs
- Can I downgrade to Atlassian Cloud Standard?
- What is Premium?
- Can I trial Premium before choosing to pay for it?
- Does Premium affect my Marketplace Apps?
- How do I get service credits reimbursed for an SLA breach?
- Where can I find more information about Premium features?
- Does Atlassian Cloud Premium offer additional terms and conditions?
Cloud Premium Pricing
Cloud Premium FAQs
Cancellations & Refunds
Cancellations & Refunds
1. What is the refund procedure for Atlassian Cloud?
Refunds for Atlassian Cloud are only available within the first paid month after the trial period for monthly subscriptions and within 30 days of payment for annual subscriptions. After these periods we cannot offer refunds.
To cancel your trial/subscription for Atlassian Cloud, please follow the instructions below:
- Log in to your my.atlassian.com account, the account page will display. Atlassian Cloud will be listed in the Licenses section.
- Click 'Atlassian Cloud'. Your account management screen will display.
- Click the 'Cancel Subscription,' or 'Cancel Evaluation' link to request the cancellation of your account.
The Atlassian Cloud subscription will be terminated at the end of the current billing cycle and your credit card will not be charged again. No credit is offered for canceling an account prior to the end of a billing cycle.
Please Contact Us to request a refund during the first month of paid service (following a trial) or within 30 days of payment for an annual subscription.
2. Can I get a refund for applications/add-ons that I didn't cancel before the end of my trial?
Please Contact Us to request a refund during the first month of paid service (following a trial) or within 30 days of payment for an annual subscription.
3. Can I get a credit to move from one Atlassian product/service to another?
Atlassian Server and Cloud products are not interchangeable. If you are interested in starting with Atlassian Cloud then moving to the server version, we would suggest the monthly Atlassian Cloud payment option. You can then cancel at anytime and you're subscription will expire at the end of that month's billing cycle.
If you have a license for an Atlassian server product, this is a perpetual license that cannot be deactivated nor exchanged for Atlassian Cloud. If you are interested in moving to Atlassian Cloud we would suggest not renewing the maintenance on the server license and then moving to Atlassian Cloud when you are ready. Before making the decision to move to Atlassian Cloud we recommend reviewing the Cloud Migration Center and it's Planning Page so you "think of everything" before deciding to move.
4. How do I cancel my Atlassian Cloud subscription?
If you'd like to cancel your Atlassian Cloud subscription, please have the Billing or Technical Contact on file log into their My.Atlassian account. Once logged in, they will select the subscription in question, which will open a drop-down menu. Select 'Cancel Subscription'.
This will prevent any future renewals from being processed. Your site will remain accessible until 15 days past the end of your current subscription period, at which point the cancellation will take effect.
The data will be deleted 15 days (for trial sites) or 60 days (for paid subscription sites) after cancellation. Your site data cannot be recovered after it's deleted.
Please see our Data Storage FAQ for more information.
Terms of Service
1. What are the Terms of Service?
Use of Atlassian Cloud is governed under the Cloud Terms of Service and Product Specific Terms.
Please also see our Expanded Coverage Addendum which includes enhanced terms of Premium editions of Jira Software and Confluence.
For more information about our financially-backed SLA for Atlassian Cloud Premium, please visit our SLA page.
2. Can we make changes to the Terms of Service?
Within Atlassian's current price structure, we're unable to make any changes to the Cloud Terms of Service. If you consider our pricing model and the costs of creating and managing individual agreements with each of our customers, you can begin to understand our position.
Maintaining standard Terms of Service with all of our customers allows us to focus our resources on meeting our obligations under these agreements. Do keep in mind of course that our Terms of Service have been very carefully authored to be fair to both you and us.