Why Can't I delete my account

[Trudy Allen]

I only created an Atlassian account to send a video interview clip to a prospective Employer, via the Atlassian link THEY sent me, as part of their application process. 

Today I get an email telling me my "loom account has been moved to a Starter Plan".

I can't delete or deactivate the account (I've been trying for over an hour now) because it's been set up as an Organization Account - apparently I'm an organisation?!

And "User is last billing admin of a transaction account that has one or more active entitlements." - I have no clue what that means, I have not activated anything and I don't want or need this account.  

[Trudy Allen · Accepted solution]

Thanks I've already raised a ticket on this .. not feeling very hopeful having seen the recent reviews on TrustPilot.   This is not doing Atlassian any favours in terms of trust and reputation as a brand - it comes across as very, very shady!

I've also just flagged the issue with the business who asked me to use Loom to create and send a video as part of the job application process - to let them know I'm now trapped in an Atlassian Account, as an Organizational Account, and a bill from bloody Loom!

[Marc -Devoteam- · Accepted solution]

Hi @Trudy Allen 

Welcome to the community.

I have deflected this to Atlassian, it can take 2 working days for them to respond, via this community post.

Other option you have is to raise a support request via the billing and account option, see this link;

Billing and purchasing 

[Samuil Enchev]

Hi @Trudy Allen

I saw you mentioned that you've already reached out to Atlassian Support about this. I took a quick look on my end, but I wasn't able to locate a ticket associated with your email address.

To help me track this down and follow up with the assigned agent for you, would you mind sharing your ticket key here? It should look something like CA-XXXXXX or PCS-XXXXXX (the letters may vary depending on how the ticket was submitted). You can find this key in the subject line or body of the confirmation email you received.

Quick reminder: Please only share the ticket key and avoid posting any other sensitive or personal information here in the public forum!

If you can't find a confirmation email:
It’s possible the ticket creation process didn't quite finish. In that case, the best next step is to raise a new request so our team can jump in. Here’s the quickest way to do that:

1. Head over to our Atlassian Support: Pricing, Billing, & Licensing | Atlassian page.

2. Under How can we help you? select Your Account.

3. Under Choose a topic select Cancel cloud subscription.

4. Scroll down and click on Need more help?

5. Briefly describe your issue in the Your Question box (feel free to attach any screenshots that might help!).

6. Hit Submit.

Once you have that new ticket key, feel free to drop it here and I'll make sure it's on the right radar!

Hope this helps get things moving for you.

Regards,
Samuil

[Trudy Allen]

Thanks Samuil,

I can't find an email with a ticket key either - so looks like the support ticket didn't complete.

I believe that I was eventually able to detach the Loom from my account, and delete it, and I haven't received any further emails but upon checking now it would appear that I'm still unable to delete my Atlassian account.

[Samuil Enchev]

Hi @Trudy Allen

Thanks for following up. I have some good news—I can confirm that your Loom subscription has been successfully deactivated.

Regarding your Atlassian account deletion, I found that the process was being blocked by active Goals and Projects (Atlas) associated with your profile. To help you move forward, I’ve coordinated with our billing team to have those deactivated for you.

What’s next?
You should now be all set to proceed with the account deletion. You can complete the final steps by visiting your profile management page here:

👉 Close your Atlassian account

If you run into any further snags or have more questions, just let me know in the comments!

Best,
Samuil

[Trudy Allen]

Samuil - you are an absolute STAR!!!!   

Thank you. 

Yes, I was able to delete the Loom subscription but still couldn't delete my account because of the Goals and Projects issue you noted above.

I'll give deletion another go now 

Many, many thanks