As an Atlassian organization admin, I am unable to create a support ticket

[François Collins]

Back in July, I migrated the Bitbucket administration to the Atlassian organization as was requested, but even though I see myself as the org admin in the directory, the support UI does not recognize me as a paying customer when trying to enter a ticket.

Your support page only directs me to forums and knowledge base, without possibility of actually creating a ticket.

What am I supposed to do?

[Shalini Pradhan]

Hello @François Collins ,

Good day! Welcome to Atlassian Community :)

Looks like you were able to. create a ticket using with a license number. Incase you need any assistance, do let us know.

[François Collins]

I just retried and now I have another choice in the support page with a license number instead of just a product, so I guess it is working.

[Trudy Claspill]

Hello @François Collins 

Can you share with us what you see in the support page? When filling in the URL field which product are you specifying?

Note that we are a user community. We don't manage the Atlassian support page and have no access to your accounts, subscriptions, or organization. We can offer advice to try to help you debug the issue and suggest alternatives for contacting Atlassian support.

[François Collins]

I am specifying https://bitbucket.org/air-canada-vacations for Bitbucket Cloud product.

[François Collins]

We are definitely not on a free plan. Something in the Atlassian ecosystem is off.

[Trudy Claspill]

Are you able to access the billing information for the Bitbucket subscription?

Within your Bitbucket workspace can you click on the gear icon next to your avatar and select Workspace Settings. Then Select Plan Details, just to double check that it indicates you are not on a Free plan.

According to this document a any "member" of a workspace with a valid account should be able to raise a support request.

I can't confirm that any of the Workspaces I have access to are in a paid Bitbucket plan to confirm the ability to get past the info you are seeing in the support portal.

But if you can confirm that your workspace is no on a Free plan I can flag your post here to raise it to the attention of Atlassian team members. They may be able to then figure out the root cause blocking you from creating a support case.

[François Collins]

I can definitely access the subscription details in Bitbucket workspace settings and change the plan if I want to.

[Trudy Claspill]

Thank you for that confirmation. I've flagged your post to raise it to the attention of Atlassian team members. They should respond within 2 business days.

There was an active incident with the Bitbucket app at the time you originally wrote your post. For completeness can you check the support portal now and see if you're getting the same result? Perhaps that incident was causing a problem with the ability to open support cases also.