What is a Billable User in Atlassian?

Definition of a Billable User

A billable user in Atlassian Cloud is any user who:

• Has an active Atlassian account

• Has been granted access to at least one paid Atlassian product (Jira, Confluence, etc.)

• Consumes a license seat in your organization

Who Counts as Billable?

✅ Billable Users Include:

• Regular users with access to Jira, Jira Work Management, or Jira Service Management (as agents)

• Confluence users with any level of access

• Bitbucket users who are members of workspaces

• Users with access to multiple products (counted only once across your organization)

❌ Non-Billable Users Include:

• Jira Service Management customers (portal-only users who submit tickets)

• Confluence guests with anonymous or restricted access

• Deactivated or suspended users

• Users with access only to free products

How User Manager Counts Billable Users

User Manager automatically tracks and counts billable users across your entire Atlassian organization by:

1. Syncing user data from all connected sites

2. Identifying unique users by their email addresses

3. Determining billable status based on product access

4. Excluding non-billable users like JSM customers and guests

This count is used to determine your license requirements and ensure you stay within your allowed limits.

Important Notes for the User Management & License Optimizer

• Users are counted once per organization, regardless of how many sites or products they access

• The billable user count is updated during each synchronization

• User Manager focuses exclusively on billable users for the User Management & License Optimizer licensing calculations

• Non-billable users (customers, guests) don't impact your User Manager license limits