Issue Summary

Users on offline/deactivated sandbox sites are counted toward Atlassian Guard billable user totals. Since an offline sandbox is non-functional and inaccessible, its users should not contribute to billing. Additionally, customers on original user management cannot remove users from an offline sandbox without re-enabling it first, leaving no way to reduce the inflated count short of permanently deleting the sandbox.

Steps to Reproduce

1. Create a sandbox site and copy production data (including users) to it.

1. Deactivate/take the sandbox offline via Apps > Sandboxes > Delete sandbox URL.

1. Navigate to the billable users page in Atlassian Administration (Organization > Members > Billable).

1. Observe that users from the offline sandbox are still included in the Guard billable user count.

Expected Results

Users on offline/deactivated sandboxes should be automatically excluded from Atlassian Guard billing. An offline sandbox is non-functional — no users can access it — so it should not generate billable usage.

Actual Results

Users provisioned on the offline sandbox continue to count toward the Guard billable user total, inflating the license count. The count only returns to normal after the sandbox is permanently deleted.

Workaround

• Centralized user management: Admins can remove users from sandbox-specific groups via the admin hub to reduce the billable count.

• Original user management: Currently, there is no known workaround other than re-enabling the sandbox to remove users or permanently deleting the sandbox.