Atlassian Cloud Licensing
Managing Users & Roles
If you're a Site Administrator, follow the steps below.
To add a user:
You can then select a User from the list at the bottom of the page to grant/revoke access to particular products.
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:
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.
If you're a Site Administrator, you can find the number of billable users for each Cloud product by following the steps
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.
The Trusted User role grants access to Product Admin features, but not Site Admin features. Trusted Users have the ability to invite new users and begin new product trials. Adding a Trusted User will not add them to any User groups with Global Permissions, however, they will be counted as a Billable User for each parent product within the Atlassian Cloud site.
For example, a Trusted User on a Cloud site with Jira Software, Confluence, and Jira Service Desk will be considered a billable user for each product.
As a Site Administrator, you can access your Users' last activity by:
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.
As a Site Administrator, you can add or remove products by:
Please note: Removing Products or Apps takes effect immediately and no credit or refund will be offered for removing applications or Apps early.
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.
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.
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 .
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.
Managing Your Subscription
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.
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.
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.
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.
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:
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:
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.
Site Admins can switch to an Annual plan at any time from within the Cloud site as soon as payment details have been applied. Please note, the ability to switch to an Annual plan will only appear once payment details have been applied.
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.
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.
The primary Billing and Technical contacts listed on a quote or invoice can retrieve them from their My.Atlassian account.
Please note: You can only access the orders where you are listed as the Billing or Technical contact.
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.
If you're looking to lower your bill there are a few strategies:
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.
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.
Cloud Standard Pricing & FAQs
To calculate a monthly price with various products and apps, see our Cloud Pricing Calculator.
Why the big jump in price from 10 users to 11 users (and 3 to 4 Agents for Jira Service Desk)? Our 10 user/3 Agent 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.
To calculate a annual price with various products and apps, see our Cloud Pricing Calculator.
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.
If you're currently using Jira Software Standard, Jira Service Desk Standard, or Confluence Standard, you can upgrade to the Premium plan 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.
We have added a new Premium plan to Jira Software Cloud, Jira Service Desk Cloud, and Confluence Cloud to provide more robust functionality for customers than the Standard plan offers today.
Premium 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.
The storage limit for Jira Software Cloud, Jira Service Desk Cloud, and Confluence Cloud is 250 GB on Standard and unlimited storage on the Premium regardless of your user tier.
If you have Jira Software or Jira Service Desk, 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:
Cloud Free FAQs
The Atlassian Cloud Free plan is available for up to 10 users (Jira Software, Jira Core, Confluence) and 3 agents (Jira Service Desk), 2GB of storage, Community Support, and no audit logs. Jira Software, Jira Core, and Confluence also have permission restrictions and will not include anonymous access in the Free plan.
If you're currently on a Free plan, you can upgrade to the Standard or Premium plan at any time via the Manage Subscriptions page of your Atlassian Cloud site.
Once you upgrade, you'll enter a free trial period. For Monthly subscriptions, the trial period spans your current billing cycle, plus your next billing cycle. After the trial period, the Standard or Premium plan will appear on your monthly renewal.
Please note you will have to upgrade before you are able to change your subscription from monthly to annual.
Our Free plan allows to cater to smaller teams who need a platform that will grow alongside them, and offer a no-cost way to explore Atlassian’s suite of cloud products. The Free plan is available for up to 10 users (Jira Software, Jira Core, Confluence) and 3 agents (Jira Service Desk), 2GB of storage, Community Support, and no audit logs. Jira Software, Jira Core, and Confluence also have permission restrictions and will not include anonymous access in the Free plan.
The Standard plan offers full product functionality for teams up to 5,000 and includes 250 GB of storage, 9x5 Standard Support, audit logs, and more.
The Premium plan for Jira Software Cloud, Jira Service Desk Cloud, and Confluence Cloud provide more robust 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.
If a Free site is dormant for 3 months, we will suspend the site. If after 6 months, the site remains inactive, we will delete the site.
Should your Atlassian Cloud Free user-level exceed the Free limit (10 Users for Jira Software, Jira Core, and Confluence; 3 Agents in Jira Service Desk), an email alert will be sent to the Billing and Technical Contacts on file notifying them that the account will be upgraded to Atlassian Cloud Standard after 7 days unless the excess users are removed.
After 7 days, the Atlassian Cloud Free site will be upgraded to Atlassian Cloud Standard if the user level remains the same.
Cancellations & Refunds
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:
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.
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.
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 any time 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 deciding 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.
* If you are interested in migrating 1,001+ users from a Server or Data Center instance under active software maintenance and purchased before October 3rd, 2019, please see the Cloud Migration Discount FAQ.
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
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.
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.