Reset Atlassian Cloud Products
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
This article applies to:
- Cloud versions of Confluence, Jira, Jira Service Management, and Opsgenie that are in either Standard, Premium, or Enterprise licensing tiers.
This article does not apply to:
- Bitbucket, Trello, Statuspage, Point A products, or any user management system like Atlassian Access.
For customers on the Enterprise license tier
Send an email to sales-ops-support@atlassian.com with a description that you want to downgrade the license from Enterprise to Premium so that you can reset product data.
A sales support specialist will proceed to downgrade the Enterprise plan to the Premium plan. You will be duly notified once the process has been completed.
You can then perform the product unsubscribe/resubscribe/delete process following the steps outlined below in this article.
Request the sales support specialist to reinstate the Enterprise license on your Cloud site.
The sales support specialist will proceed with upgrading the license type from premium to Enterprise.
Reset your Atlassian Cloud product
This guide provides a sequence of steps in order for an admin to reset their products on the Atlassian Cloud (whether using / not using the Cloud Migration Trial - CMT).
Cloud Migration Trial
If you have an active CMT on the Cloud product you want to reset, make sure to deactivate it first.
Check the steps below, in the section Cloud Migration Trial (CMT).
Resetting your site if you have two or more distinct cloud products
Examples: Jira Software and Confluence - Jira Service Management and Opsgenie.
If that's your case, please go straight to the section Sequence of steps below.
Resetting your site if you have only one (or, only Jira) distinct cloud product(s)
If you have more than one Jira product (Jira Software, Jira Service Management, Jira Work Management, or Jira Product Discovery), they'll count as a single product for the purposes of resetting your site.
This means you will need to delete all Jira products to remove your Jira data.
If you delete only one Jira product, your Jira data will be retained and will be there when you reactivate it (no reset will happen).
Hence, you'll need an additional product (Confluence or Opsgenie, for example) if you currently have only Jira products on your Cloud site - and you want to reset them.
If you already have other products, other than the ones you need to reset, then you don't need to subscribe to new ones.
The inverse is true - if you have only Confluence and need to reset it, subscribe to one additional product - Opsgenie or one Jira product (JSM or JSW, for example), so you can reset Confluence.
After the reset, you can then unsubscribe from the additional product license you had to put in place.
Sequence of steps
Unsubscribe (reset)
If you want to reset more than one product, you will need to reset them one at a time (product deletion).
- Choose
> Administration (or go directly to admin.atlassian.com).
- Select the relevant organization or site, if you have more than one.
- Choose Billing in the navigation bar.
- Choose Manage on the product you want to reset.
- A new tab will open on the browser: Manage subscriptions.
- On the right-hand side, there's a three-dot button (for each of the products you're subscribed to).
- Click the three-dot button and select the option Delete (for the product you're resetting).
- Then, enter the word DELETE into the field and select a reason for deletion.
- If you're not seeing the exact same option above, don't proceed.
- It could be that you have a single product on your site and you'd be canceling the entire site instead of resetting the product. Which is not what you want.
- If that's the case, make sure you have subscribed to an additional product, so that you can reset the products you want.
- If you're seeing the screen above, then you'll be good to proceed and click Delete (in red color).
- Follow the same steps above for any other products you need to delete before moving forward (remember you must leave at least one product active on the Cloud site).
- Pause for 1 hour.
- After one (1) hour, go to Billing > Actions > Click Manage on any product you have on the Cloud site. A new tab will open on the browser.
- You'll see that any deleted products will appear under a new Inactive tab in the Manage subscriptions area.
Note that you need to wait an hour for the Inactive tab to show up. Also, these products are suspended and you will not be able to access them in this state. - If you have deleted more than one product within an interval of minutes, they'll show up within minutes of each other - each product will take 1 hour after its deletion before it shows up in the Inactive tab.
- Look for the product you want to reset, click the three-dot button in the product card, and then select Delete Immediately.
- Enter the word DELETE into the confirmation screen.
- Click Delete immediately (in red color). It might take a couple of minutes for the product to be removed from the Billing area.
- Once you've confirmed the reset product is no longer available in the Billing area, you can go ahead and subscribe to the product from your cloud site Administration page.
Subscribe again to the reset product
- Choose > Administration (or go directly to admin.atlassian.com).
- Select the relevant organization or site, if you have more than one.
- Go to Products in the navigation bar.
- Click Add Product.
- Select your site.
- Click Try it now for the relevant product (the product that was reset).
- If you reset multiple products (JSM and JSW for example), click Try it now for each one of them.
- Select Reactivate on the product you just reset. This creates an empty copy of your product.
- If you had to subscribe to an additional product (in order to reset the products you wanted to reset) and you no longer need them, deactivate them.
Cloud Migration Trial (CMT)
If you have a CMT enabled for the product you want to reset, you'll need to deactivate it first.
Deactivate the CMT
- Deactivate your Cloud Migration Trial by visiting my.atlassian.com.
- Find the SEN related to your Server/DC product license where the CMT is available, expand the section, and look for "Cancel my cloud migration trial".
- Unsubscribe and resubscribe to the necessary product/s following the steps outlined in this article (section Sequence of steps above).
Re-activate the CMT
- After you reset the product, activate your cloud migration trial again, for the product that has been reset by clicking Start my trial.
This will be the last step, please make sure that you already reactivated the product you reset previously.
