Cancel Atlassian the easy way

Overview

Atlassian is a software company that makes collaboration and development tools such as Jira and Confluence. Organisations use Atlassian products for issue tracking, documentation, and team collaboration.

Products and customers

Products include Jira (project and issue tracking), Confluence (team wiki and documentation) and a marketplace of apps. Customers range from small teams to global enterprises. Atlassian is headquartered in Sydney and is a public company traded under ticker TEAM.

Company facts

Official company information is available at Atlassian company.

Web - cancel via billing console

1. Sign in to admin.atlassian.com/billing or my.atlassian.com.
2. Select your billing account and go to Subscriptions.
3. Find the subscription to cancel and select Manage, then Cancel Subscription or More actions > Deactivate for apps.
4. Follow the on-screen prompts and confirm. You will receive an email confirmation.
5. Note: app collection or app deactivations are deactivated 15 days after the end of the current subscription period; free app subscriptions deactivate immediately.

iOS - cancel via Apple

1. If you purchased through the Apple App Store, open Settings on your iPhone, tap your name, then Subscriptions.
2. Find the Atlassian-related subscription and tap Cancel Subscription. Keep the confirmation screenshot or Apple email.
3. If you need a refund, use Apple's refund flow or contact the app vendor; Atlassian documentation does not publish App Store cancellation steps.

Android - cancel via Google Play

1. Open Google Play Store, tap profile, then Payments and subscriptions > Subscriptions.
2. Select the Atlassian subscription and tap Cancel subscription. Save Google confirmation email or screenshot.
3. Atlassian does not publish Google Play cancellation steps; if charged by Google, request refunds through Google Play.

Phone

1. Atlassian does not publish a phone cancellation process for standard subscriptions. Use the web console or support channels.
2. If your contract is an Enterprise agreement with a named account team, request cancellations through your account manager.

Email / Support ticket

1. Open a support request via Atlassian Support if self-service cancellation is not possible or for Enterprise plans. Provide billing account ID and subscription details.
2. Keep the ticket ID and reply emails as proof.

Post

1. Send a signed, dated cancellation letter to: Atlassian, 72 Hammersmith Road, W14 8TH London, United Kingdom.
2. Include billing account details and request a written confirmation. Keep registered post receipt.

Moving or change of location

Atlassian does not publish a specific policy that allows cancellation for moving. To stop services, cancel the subscription via your billing console at my.atlassian.com. Provide standard account identification documents if support requests require verification.

Applicable law: none specific to moving in Atlassian documentation.

Price increase

If Atlassian changes prices, review the Atlassian Customer Agreement at Atlassian Customer Agreement to check allowed contract variations. If a price increase is outside the contract terms, you can raise a dispute with Atlassian and, if needed, escalate under UK consumer law.

Required proof: the price-change notice or invoice showing the increased rate.

Applicable law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 for information requirements.

Death of subscriber

Atlassian does not publish a dedicated death-of-subscriber cancellation procedure. Contact Atlassian support or your account manager and provide identity and proof of authority, such as a death certificate and proof of executorship if requested.

Applicable law: no specific statutory route published by Atlassian; escalate to support.

Legitimate ground or service failure

The Consumer Rights Act 2015 requires services to be performed with reasonable care and skill. If Atlassian fails to provide services as agreed, you can seek remedy under that Act. Atlassian’s Customer Agreement states that if Atlassian terminates for cause it will refund pre-paid unused fees for the terminated portion.

Required proof: service logs, incident reports, correspondence showing failure.

Applicable law: Consumer Rights Act 2015.

End of commitment or contract term

Annual subscriptions are billed for 12 months. To avoid renewal, cancel before the renewal date via my.atlassian.com. If you cancel mid-term, Atlassian’s policies generally do not provide prorated refunds for convenience terminations; unpaid amounts for the then-current subscription term may still be due under the Atlassian Customer Agreement.

Required proof: billing account and subscription invoice.

Cooling-off period (14 days)

For distance contracts concluded online, UK Consumer Contracts Regulations 2013 give a 14-day cancellation right for services. The right ends if digital content or service supply starts with your express consent and you acknowledged losing the right. For cloud trials converting to paid subscriptions, refunds for the first paid month may be available only within the first paid month after a trial ends; check Atlassian’s refund rules.

Required proof: order confirmation and date of purchase.

Applicable law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 - legislation.

Before cancelling: negotiate

Atlassian does not publicly list retention discounts for small paid subscriptions. For Enterprise or large accounts, contact your account manager or Atlassian Sales to request retention offers or billing adjustments. When contacting sales or support, provide your billing account ID, current plan, user count and a clear request for either lower pricing or a downgrade. Use the support ticket export or invoice as evidence.

What cancelling saves you (examples and math)

Example 1 - Confluence Premium per user: £10.44 per user per month. Yearly cost: £10.44 x 12 = £125.28 per user per year.

Example 2 - Jira Standard per user: £8.60 per user per month. Yearly cost: £8.60 x 12 = £103.20 per user per year.

Example 3 - Atlassian Cloud instance: £350 per instance per month. Yearly cost: £350 x 12 = £4,200 per instance per year.

Cheapest named competitor from research: Verix Teams at £1.39 per user per month equals £1.39 x 12 = £16.68 per user per year. If you move one Confluence Premium seat (£125.28/year) to Verix Teams (£16.68/year), saving = £125.28 - £16.68 = £108.60 per year.

If you move one Jira Standard seat (£103.20/year) to is.team (£8 per month = £96.00/year), saving = £103.20 - £96.00 = £7.20 per year.

To ask for a retention offer: open a support ticket or contact your Atlassian account manager, state the exact subscription SKU, number of users and a target price. Document all replies.

Key UK consumer law

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 provide a 14-day cooling-off period for distance contracts for services. The Consumer Rights Act 2015 requires services to be performed with reasonable care and skill and restricts unfair contract terms.

Auto-renewal and CMA guidance

The Competition and Markets Authority (CMA) flags hard-to-cancel subscriptions and unclear auto-renewal terms as potentially unfair. If you face unclear renewal terms, cite the CMA guidance when escalating complaints to Atlassian support and Citizens Advice.

How to escalate

1) Complain to Atlassian support or your account manager. 2) If unresolved, contact Citizens Advice for next steps. 3) For qualifying card payments, consider chargeback or Section 75 with your card issuer. 4) If contractual terms appear unfair, reference the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 when escalating.

Legislation: Consumer Contracts Regulations 2013.

Export your data

Before deactivation, export projects, issue lists and Confluence pages. After deactivation you may lose access to data; Atlassian’s deactivation timing varies: free app subscriptions deactivate immediately while paid subscriptions deactivate 15 days after period end.

Final billing and refunds

Atlassian states that all fees are non-refundable except as provided in the Atlassian Customer Agreement. Refunds for initial app purchases are available if requested within 30 days of purchase. For monthly cloud subscriptions, refunds are available only within the first paid month after the trial. New annual cloud subscriptions are refundable only within 30 days of first purchase. For details see Atlassian refund policy.

Re-activation

You can re-activate cancelled subscriptions by re-subscribing in the billing console. Data retention after cancellation depends on the product and whether the account was deactivated immediately or at the end of the billing period. Keep your billing account ID to restore service faster.

Use this checklist to complete cancellation and limit risk.

• Sign in to my.atlassian.com or admin.atlassian.com/billing and locate the subscription.
• Export all data: Jira issues, Confluence spaces, attachments and app data.
• Take screenshots of subscription pages and confirmation messages.
• Note billing cycle end date and expected deactivation (15 days after period end for paid subscriptions).
• If purchased via Apple App Store or Google Play, cancel via the store and keep proof of cancellation.
• If you believe a refund applies, submit a request via Atlassian refund within the timelines described.
• If you need written proof, send a registered letter to Atlassian, 72 Hammersmith Road, W14 8TH London, United Kingdom and keep the postal receipt.