Close

Manage roles

Manage roles

1. Who is a Site Administrator?

A site administrator is a user in the 'site-admins' group who has access to the new 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.

Monthly subscriptions

Monthly pricing

1. All Cloud products

We are now offering early access to customers to move above 2,000 Users. 

Product Up to 10 users
(users 1-10)*
For more than 10 users
(11-100 users)
For the next 150 users
(101-250 users)
For each additional user
(251-5,000 users)
Jira Software $10.00 flat $7.00/user $5.00/user $1.10/user
Jira Core $10.00 flat $5.00/user $3.50/user $1.10/user
Confluence $10.00 flat $5.00/user $3.50/user $1.10/user
Portfolio for Jira $10.00 flat $3.50/user $2.50/user $0.55/user
Questions for Confluence $10.00 flat $2.50/user $1.75/user $0.55/user
Team Calendars for Confluence $10.00 flat $2.50/user $1.75/user $0.55/user

 

Product Up to 3 agents
(1-3 agents)*
For more than 3 agents
(4-15 agents)
For the next 85 agents
(16-100 agents)
For the next 150 agents
(101-250 agents)
For each additional agent
(251+ agents)
Jira Service Desk $10.00 flat $20/agent $15/agent $8/agent $1/agent

* All prices USD

Why the big jump in price from 10 users to 11 users? Our 10 user licenses offer introductory pricing for small teams. If you have more than 10 users (or more than 3 Jira Service Desk agents), regular pricing applies.

Managing users on your monthly subscription

1. Add users to your monthly subscription

To add a user:

  1. Go to Settings > User management. You must be a site administrator to manage users on your cloud site.
  2. Click on the Users tab to carry out your management tasks. 
  3. Click on "Create Users" to add the new user details to your instance. 
  4. You can then proceed to the "Application Access" tab to add this new user to your product group (e.g. "Jira")
  5. Confirm your new user count in the "Billing – Overview". As you add new users to your cloud products your bill will change. You will see your next renewal cost reflected here. 

2. Remove users from your monthly subscription

You can delete a user if you don't want them to appear on your site at all. You can deactivate a user if you don't want them to log in to your site, but you still want to manage them. Deactivating a user means that all of the content stays, only if a user is deleted from the instance will their data be removed. Deleted and deactivated users don't add to your user count. You'll need to deactivate a user's account rather than delete it if the user has done any of the following:

  • Reported or been assigned to any issues in Jira applications
  • Commented on any issues in Jira applications
  • Added or edited any content in Confluence (including edits and comments on existing pages)

 

To deactivate a user:

  1. Go to Settings >  User management. You must be a site administrator to manage users on your cloud site.
  2. On the Users screen, select the user you want to deactivate to open the user details.
  3. On the user details screens, select Deactivate. This action will prevent this user from being counted towards your user count. 

You can always reactivate a user later if you want to. To do so, click the Activate button on the user details screen.

 

To delete a user:

  1. Choose Settings >  User management. You must be a site administrator to manage users on your cloud site.
  2. Select the user you want to delete.
  3. Choose Delete. This action will prevent this user from being counted towards your user count. 

 

If you use Google Apps to manage users:

  1. To delete or deactivate users, go to Settings > User management in your cloud site. You must be in the 'site-admins' group to manage users in the cloud.
  2. Click on the Users tab and search for the user you wish to delete or deactivate. 
  3. Click on the user's "Name" and set the user to "inactive" or fully delete this contact. Both actions will prevent this user from being counted towards your user count.

3. Understanding how many users you have

If you're a site administrator, you can find the number of users on your cloud sites by following the instructions below:

  • Go to Settings >  User management > Manage applications

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 the email we sent on June 29, 2017 (or June 28, 2017 for a small percentage of users) detailing the number of users on your cloud site(s) as of June 21, 2017. Alternatively, contact your site administrator who has access to user counts.

4. Understand Users' Last Activity

To view your Users' last activity, follow the steps below:

  1. Log into your instance as a Site Admin
  2. Select 'User Management' from the Settings menu
  3. Select 'Application Access' from the left task bar

Activity is captured when a logged in user interacts with Jira or Confluence. 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.

5. How do I add/remove applications and/or add-ons?

Site Administrators can navigate to the 'Manage Subscriptions' section of their Atlassian Cloud site by clicking Site Administration > Billing > Manage Subscriptions, and add or remove applications and/or Apps as needed.

Please note: Removing Products or Apps takes effect immediately and no credit or refund will be offered for removing applications or Apps early.

Managing your monthly subscription

1. 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. 

2. What payment options are available for monthly subscriptions?

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. 

3. How do I add monthly 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.

4. How do I update the credit card on file?

Any Site Admin can update the Credit Card 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.

5. My Debit/Credit card is showing two transactions, it looks like I was 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.

6. Who do I contact with questions about a bill?

The management of user access and subscribed services is done by the Site Adminstrator(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 Adminstrator is, you can contact the Technical Contact listed on an invoice or Contact Us and we can help identify the Site Adminstrator.

7. How do I sign up for annual payments?

Once a Cloud site has been created, site administrators can navigate to the billing section of their Cloud site and click Payment Details. There, they’ll see Switch to an Annual Payment Plan, and can choose to either pay now with the credit card on file or PayPal, or get an invoice to pay later with Bank Transfer, Check, or ACH (US banks only).

Site administrators can also generate and save a quote for later from the same interface. If an annual quote is generated and saved, note that the subscription will not be converted to an annual plan until payment is received.

Please Note: Your current User count will be matched with the closest Annual Tier. For example, a Jira Software Cloud site with 33 Users will be quoted for the annual 50-User tier. If you require a different User Tier, please contact our Customer Advocate Team.

8. Reducing your monthly bill

If you're looking to lower your monthly bill there are a few strategies for doing this:

  • Convert to an annual subscription. Annual subscriptions may offer a discount that equates to up to 2 months free on an annual basis, 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.

Annual subscriptions

Annual Pricing

1. All Cloud products

We are now offering early access to customers to move above 2,000 Users. 

Annual User Tier Jira Software Jira Core Confluence Portfolio for Jira Questions for Confluence Team Calendars for Confluence
1 - 10* $100 $100 $100 $100 $100 $100
11 - 15 $1,050 $750 $750 $525 $375 $375
16 - 25 $1,750 $1,250 $1,250 $875 $625 $625
26 - 50 $3,500 $2,500 $2,500 $1,750 $1,250 $1,250
51 - 100 $7,000 $5,000 $5,000 $3,500 $2,500 $2,500
101 - 200 $12,000  $8,500  $8,500 $6,000 $4,250 $4,250
201 - 300 $15,050  $10,800  $10,800 $7,525 $5,400 $5,400
301 - 400 $16,150 $11,900 $11,900 $8,075 $5,950 $5,950
401 - 500 $17,250 $13,000 $13,000 $8,625 $6,500 $6,500
501 - 600 $18,350 $14,100 $14,100 $9,175 $7,050 $7,050
601 - 800 $20,550 $16,300 $16,300 $10,275 $8,150 $8,150
801 - 1,000 $22,750 $18,500 $18,500 $11,375 $9,250 $9,250
1,001 - 1,200 $24,950 $20,700 $20,700 $12,475 $10,350 $10,350
1,201 - 1,400 $27,150 $22,900 $22,900 $13,575 $11,450 $11,450
1,401 - 1,600 $29,350 $25,100 $25,100 $14,675 $12,550 $12,550
1,601 - 1,800 $31,550 $27,300 $27,300 $15,775 $13,650 $13,650
1,801 - 2,000 $33,750 $29,500 $29,500 $16,875 $14,750 $14,750
Early Access Tiers
2,001 - 2,250 $36,500 $23,250 $32,250 $18,250 $16,125 $16,125
2,251 - 2,500 $39,250 $35,000 $35,000 $19,625 $17,500 $17,500
2,501 - 2,750 $42,000 $37,750 $37,750 $21,000 $18,875 $18,875
2,751 - 3,000 $44,750 $40,500 $40,500 $22,375 $20,250 $20,250
3,001 - 3,250 $47,500 $43,250 $43,250 $23,750 $21,625 $21,625
3,251 - 3,500 $50,250 $46,000 $46,000 $25,125 $23,000 $23,000
3,501 - 3,750 $53,000 $48,750 $48,750 $26,500 $24,375 $24,375
3,751 - 4,000 $55,750 $51,500 $51,500 $27,875 $25,750 $25,750
4,001 - 4,250 $58,500 $54,250 $54,250 $29,250 $27,125 $27,125
4,251 - 4,500 $61,250 $57,000 $57,000 $30,625 $28,500 $28,500
4,501 - 4,750 $64,000 $59,750 $59,750 $32,000 $29,875 $29,875
4,751 - 5,000 $66,750 $62,500 $62,500 $33,375 $31,250 $31,250

 

Agents Jira Service Desk
1 - 3 $100
3 - 5 $1,000
6 - 10 $2,000
11 - 15 $3,000
16 - 25 $4,500
26 - 50 $8,250
51 - 100 $15,750
101 - 200 $23,750
201 - 300 $28,250
301 - 400 $29,250
401 - 500 $30,250
501 - 600 $31,250
601 - 800 $33,250
801 - 1,000 $35,250
1,001 - 1,200 $37,250
1,201 - 1,400 $39,250
1,401 - 1,600 $41,250
1,601 - 1,800 $43,250
1,801 - 2,000 $45,250
Early Access Tiers
2,001 - 2,250 $47,750
2,251 - 2,500 $50,250
2,501 - 2,750 $52,750
2,751 - 3,000 $55,250
3,001 - 3,250 $57,750
3,251 - 3,500 $60,250
3,501 - 3,750 $62,750
3,751 - 4,000 $65,250
4,001 - 4,250 $67,750
4,251 - 4,500 $70,250
4,501 - 4,750 $72,750
4,751 - 5,000 $75,250

* All prices USD

Why the big jump in price from 10 users to 11 users (or 3 to 5 Agents)? Our 10 user tiers offer introductory pricing for small teams. If you have more than 10 users (or more than 3 Jira Service Desk agents), regular pricing applies.

Managing users on your annual subscription

1. Add users to your annual subscription

To add a user:

  1. Go to Settings > User management. You must be a site administrator to manage users on your cloud site.
  2. Click on the Users tab to carry out your management tasks. 
  3. Click on "Create Users" to add the new user details to your instance. 
  4. You can then proceed to the "Application Access" tab to add this new user to your product group (e.g. "Jira")
  5. Confirm your new user count in the "Billing – Overview". As you add new users to your cloud products your bill will change. You will see your next renewal cost reflected here. 

2. Remove users from your annual subscription

You can delete a user if you don't want them to appear on your site at all. You can deactivate a user if you don't want them to log in to your site, but you still want to manage them. Deleted and deactivated users don't add to your user count. You'll need to deactivate a user's account rather than delete it if the user has done any of the following:

  • Reported or been assigned to any issues in Jira applications
  • Commented on any issues in Jira applications
  • Added or edited any content in Confluence (including edits and comments on existing pages)

 

To deactivate a user:

  1. Go to Settings >  User management. You must be a site administrator to manage users on your cloud site.
  2. On the Users screen, select the user you want to deactivate to open the user details.
  3. On the user details screens, select Deactivate. This action will prevent this user from being counted towards your user count. 

You can always reactivate a user later if you want to. To do so, click the Activate button on the user details screen.

 

To delete a user:

  1. Choose Settings >  User management. You must be a site administrator to manage users on your cloud site.
  2. Select the user you want to delete.
  3. Choose Delete. This action will prevent this user from being counted towards your user count. 

 

If you use Google Apps to manage users:

  1. To delete or deactivate users, go to Settings > User management in your cloud site. You must be a site administrator to manage users on your cloud site.
  2. Click on the Users tab and search for the user you wish to delete or deactivate. 
  3. Click on the user's "Name" and set the user to "inactive" or fully delete this contact. Both actions will prevent this user from being counted towards your user count.

3. How do I add/remove applications and/or add-ons?

If you're a site administrator, you can find the number of users on your cloud sites by following the instructions below:

  • Go to Settings >  User management > Manage applications

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 the email we sent on June 29, 2017 (or June 28, 2017 for a small percentage of users) detailing the number of users on your cloud site(s) as of June 21, 2017. Alternatively, contact your site administrator who has access to user counts.

4. Understand Users' Last Activity

To view your Users' last activity, follow the steps below:

  1. Log into your instance as a Site Admin
  2. Select 'User Management' from the Settings menu
  3. Select 'Application Access' from the left task bar

Activity is captured when a logged in user interacts with Jira or Confluence. 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.

5. How do I add/remove applications and/or add-ons?

Site Administrators can navigate to the 'Manage Subscriptions' section of their Atlassian Cloud site by clicking Site Administration > Billing > Manage Subscriptions, and add or remove applications and/or Apps as needed.

Please note: Removing Products or Apps takes effect immediately and no credit or refund will be offered for removing applications or Apps early.

Managing your annual subscription

1. How do I request a quote for additional users?

At this time, it is not possible to generate an upgrade quote from a My Atlassian account or within your Atlassian Cloud site. Please Contact Us to request an upgrade quote.

2. How do I sign up for annual payments?

Once a Cloud site has been created, site administrators can navigate to the billing section of their Cloud site and click Payment Details. There, they’ll see Switch to an Annual Payment Plan, and can choose to either pay now with the credit card on file or PayPal, or get an invoice to pay later with Bank Transfer, Check, or ACH (US banks only).

Site administrators can also generate and save a quote for later from the same interface. If an annual quote is generated and saved, note that the subscription will not be converted to an annual plan until payment is received.

Please Note: Your current User count will be matched with the closest Annual Tier. For example, a Jira Software Cloud site with 33 Users will be quoted for the annual 50-User tier. If you require a different User Tier, please contact our Customer Advocate Team.

3. How do I renew my annual payment plan?

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.

To move from a Monthly plan to an Annual plan, please see ‘How do I switch payment plans?’.

If you’re interested in upgrading or downgrading your Annual tier, please Contact Us.

4. What payment options are available for annual subscriptions?

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.

5. How do I add annual payment details?

Before payment details can be added, you must first create your Cloud side and create an annual quote. Site administrators can navigate to the billing section of their Cloud site and click Payment Details. There, they’ll see Switch to an Annual Payment Plan, and can choose to either pay now with the credit card on file or PayPal, or get an invoice to pay later with Bank Transfer, Check, or ACH (US banks only).

Site administrators can also generate and save a quote for later from the same interface. If an annual quote is generated and saved, note that the subscription will not be converted to an annual plan until payment is received.

Please Note: Your current User count will be matched with the closest Annual Tier. For example, a Jira Software Cloud site with 33 Users will be quoted for the annual 50-User tier.

Once your annual quote has been created and paid, payment details can be applied via the Billing Contact's My.Atlassian account, or by a Site Admin via the Cloud site itself. 

6. 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.

  1. Log into your My Atlassian account and click the Orders tab in the navigation bar.
  2. All quotes and invoices associated with your account are in this section.
  3. In the "Quotes" tab you can download a PDF quote or invoice, make credit card payment, Update PO# or delete the quote.
  4. In the "Orders" tab you can see an order's details by clicking on the '+' and download a PDF of the paid invoice.

Please note: You can only access the orders where you are listed as the technical or billing contact.

7. Who do I contact with questions about a bill?

The management of user access and subscribed services is done by the Site Adminstrator(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 Adminstrator is, you can contact the Technical Contact listed on an invoice or Contact Us and we can help identify the Site Adminstrator.

8. How can I reduce my annual bill?

Identify users that aren't actively using your cloud product(s) and deactivate them to move into a lower annual tier. If you need help identifying users that aren't using your cloud product(s), navigate to Site Administration > Users and review the 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.

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 evaluation period for monthly subscriptions and within 30 days of payment for annual subscriptions. After these periods we cannot offer refunds.

To cancel your evaluation/subscription for Atlassian Cloud, please follow the instructions below:

  1. Log in to your my.atlassian.com account, the account page will display. Atlassian Cloud will be listed in the Licenses section.
  2. Click 'Atlassian Cloud'. Your account management screen will display.
  3. 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 an evaluation) 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 evaluation?

Please Contact Us to request a refund during the first month of paid service (following an evaluation) 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 Restricted Functions in Atlassian Cloud to make sure it is the right product for you.

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 evaluation 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.

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.