Managing an Atlassian Cloud Subscription

Existing Atlassian Cloud Customers: on 10-Jun-2014 we enabled the new In-app Billing we mentioned in our Cloud Purchase Experience FAQ for new Atlassian Cloud customers.  For exisiting customers we will be migrating you to the new platform in the coming weeks. In the meantime, please see our Atlassian Purchasing & Licensing FAQ for common questions to manage your subscription until moved to the new experience.

Overview

1. Who is a Site Administrator?

A site administrator is an user in the 'site-admins' group who have access 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. 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 .

3. 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.

4. How do I update the Billing and/or Technical Contacts?

The Billing and Technical contacts are managed through the My Atlassian site. Complete instructions for updating these administrative contacts can be found in this documentation

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

Monthly accounts

Any billing or technical contact of an Atlassian Cloud subscription can update the credit card for the subscription. To update the credit card, please follow the instructions below:

  1. Log into my.atlassian.com. You'll arrive on the Licenses page by default.
  2. Select your Atlassian Cloud instance. The account management pane will now display.
  3. In the Credit Card section, click Provide Payment Details to the right of the current card details. Enter the new card details then save the changes.

The new card will be charged on the next billing date. If your account is past due, the credit card will be charged once it is updated. 

Alternatively, if you are a Cloud site admin, you can see and update the credit card for your subscription within the site administration console by going to  > Billing > Payment details. From the Payment details section you can:

  • see the billing contact for your site
  • update the credit card details for your payment
  • update the billing address for your payment 

Annual accounts

You must be a site admin to update the credit card for an account on an annual subscription. Site Admins can see and update the credit card for your subscription within the site administration console by going to  > Billing > Payment details. From here you can:

  • see the billing contact for your site
  • update the credit card details for your payment
  • update the billing address for your payment

The new card will be charged on the next billing date. If your account is past due, the credit card will be charged once it is updated.

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.com 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.

Monthly Customers

1. How is my bill calculated?

Your JIRA Core, JIRA Software, JIRA ServiceDesk, and Confluence Cloud service is billed based on the number of users that can access your Atlassian Cloud site at the end of your billing cycle. Any additional users added by your Site Administrators, which upgrades your current user tier, will be billed in the next monthly renewal date.

Example: If you have 9 JIRA Software  Cloud users, you will be charged at the 10 user tier at the end of your billing cycle. If you add two more users in the following month, you will be charged at the 15 user tier at the end of the next billing cycle.

 

The Billing contacts listed in the My Atlassian site will be emailed a preview of your bill 3 days before the end of your billing cycle. Your Site Administrator(s) can always disable users or application access prior to the renewal date to maintain your current user tier.

2. 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 your through My Atlassian account.

We are working to expand this notification to all site administrators of your Atlassian Cloud site in the future.

3. Which products and add-ons will have their user tiers automatically upgraded?

JIRA Core Cloud, JIRA Software Cloud, JIRA ServiceDesk Cloud, and Confluence Cloud (and their associated add-ons) will increase when additional users able to access those applications.

4. What happens if we upgrade by mistake?

Prior to the renewal date, your site administrators can always remove users or application access to maintain your current user tier. You will only be charged on the user tier at the time of renewal. Please Contact Us if you have trouble with your downgrade.

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

Site Administrators can navigate to the Add-ons and/or Discover New Applications section of your Atlassian Cloud site through the menu in the header and add or remove applications and/or add-ons as needed.

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

6. What happens when my evaluation for a new application/add-on ends?

A reminder email will be sent to the billing and technical contacts 3 days prior to the end of the trial indicating details of the charges to be applied to your next billing cycle.

To cancel a trial before the expiration date, the Site Administrators need navigate to the Applications section of your Atlassian Cloud site through the menu in the header and remove the application and/or add-on you do not wish to continue using.

7. How do I switch payment plans?

At this time, it is not possible to change payment plans (monthly/annual) from a My Atlassian account or within your Atlassian Cloud site. Please Contact Us to ask about what is involved with switching.

Annual Customers

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 add/remove applications and/or add-ons?

Site Administrators can navigate to the Applications section of your Atlassian Cloud site through the menu in the header and add or remove applications and/or add-ons as needed.

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

3. What happens when my evaluation for a new application/add-on ends?

The trial will automatically expire and a quote would be sent to the billing contacts if you wish to continue to use the application or add-on after the trial. There are no commitment to purchase at the end of the trial, so you won't be billed for it automatically.

4. How do I switch payment plans?

At this time, it is not possible to change payment plans (monthly/annual) from a My Atlassian account or within your Atlassian Cloud site. Please Contact Us to ask about what is involved with switching.

5. How do I renew my annual subscription?

The primary billing and technical contacts registered to your Cloud product can retrieve the renewal quote from their My Atlassian account.

  1. Log into your my.atlassian.com account and click the Orders tab in the navigation bar.
  2. All quotes 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.

You can pay the quote by credit card using our secure online payment form or any of the other accepted payment methods (mailed check, bank transfer). You can find complete payment details on the first page of your quote/invoice, as well as our How to pay page.

To request a new quote from My Atlassian:

  • Log into my.atlassian.com, the account page will display.
  • Click the '+' sign of your Atlassian Cloud product, your product management screen will display.
  • In the Actions section click "Renew."
  • Select the product to upgrade using the drop down and "Add to Cart.
  • Review the cart and click "Proceed to Checkout."
  • Complete the Licensee and Organization Details in step 3 of the Quote & Order Form then "Continue."
  • Next, select "Pay now via credit card" or "Get a Quote" then "Review My Order."
  • If the order is accurate click "Submit Order."

The quote or purchase confirmation will be sent to the named billing and technical contact(s).

Canceling/Downgrading your Subscription

1. Will my monthly user tier be downgraded automatically if I remove active users?

Of course. If the number of licensed users at the time of your monthly subscription renewal is lower that your pricing tier, you will be downgraded to the lower pricing tier automatically.

2. 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 the '>' sign for your Atlassian Cloud subscription, 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.

3. 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.

4. 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.