Fix error "Your push failed because the account has exceeded its user limit"

Summary

The purpose of this KB article is to provide context as to possible reasons why this error message may occur and how to address these.

Environment

• GIT client attempting to push to a remote Bitbucket Cloud repository

Diagnosis

• You are on a paid/free plan - you or one of your teammates attempt to perform a push as normal, however, you receive the following error message in your GIT client:

  1 2 3 4 5 remote: [ALERT] Your push failed because the account 'username' has exceeded its user limit and this repository is restricted to read-only access. To restore write access, ask an account administrator to upgrade their plan.

Cause

There are two potential causes for this error message, the steps you will need to follow will depend on the cause:

1. You have exceed the workspace user limit for your plan

2. Your plan subscription payments have failed

Solution

You have exceeded the workspace user limit for your plan

• If you are a Free customer - the plan limit for all Free-tier users is 5 by default.

  If you exceed this limit by adding more than 5 users to your workspace - you will not be able to push and will need to remove users from the workspace accordingly.

• If you are a Standard/Premium customer on an annual plan - your plan limit is based on how many users were purchased as part of this plan. You can determine this by checking Workspace Settings > Plan Details.

  If you exceed this limit by adding more than the user limit - you will not be able to push and will need to remove users from the workspace accordingly.

Your plan subscription payments have failed

• As part of our billing process, the credit card on file for the workspace will be charged monthly/annually based on the subscription plan for the workspace.

• If the scheduled payment is declined by the credit card on file, the main billing contact for your workspace/organization will receive an email informing them each time that this occurs.

• Eventually, once the payment has been declined 3 times - the workspace is automatically downgraded from the Standard/Premium-tier to the Free-tier as a result of non-payment.

• Due to the plan downgrade - if you had more than 5 users on your paid plan before this had occurred, you will therefore exceed the 5-user Free-tier limit and receive the error as a result of this.

To resolve issues relating to non-payment, you will need to:

• Refer to our Manage your plan and billing page for information on how to update the credit card on file (alternatively, you can also make changes from https://my.atlassian.com)

• Once you have updated the credit card, you will then need to re-upgrade your plan manually to the plan that you had been using previously (see: Manage your plan and billing page).

• After you have performed the above, the system should recognize the changes made and process the renewal on the upgraded plan automatically.