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No access to support even though we're a paying customer

No access to support even though we're a paying customer

Hi everyone,

we've upgraded from the Bitbucket Standard plan to the Bitbucket Premium plan with a free 30 days evaluation period. We've been a paying Bitbucket customer (in the Standard plan) for years.

However, we can't raise a support ticket since the system thinks we're only on a "free plan". Is there any chance how we can contact support (as a paying customer)? I think this is a severe bug that paying customers can't contact the support during a free evaluation period.

Can you please unlock us for contact the support? We're currently struggling with a problem affecting our Bitbucket Pipelines and we urgently need to contact the support.

2 answers

1 vote

Hi @Eduard Itrich

If you are unable to contact support via Atlassian Support portal, as a workaround please try submitting a ticket through this page instead: Atlassian Contact – Purchasing & Licensing

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0 votes

Hi @Eduard Itrich

May I know if you're still encountering issues related to your builds? You may have been impacted by a recent incident which was displayed on our statuspage and via in-product banner at the time of the incident:

https://bitbucket.status.atlassian.com/incidents/0y9sqyfyl262

Regarding your issues raising tickets - I can see you were able to do so on your Standard plan in the past. Did you start encountering issues as soon as you activated the Premium trial?

Cheers!

- Ben (Bitbucket Cloud Support)

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Hi @Ben,

we were able to resolve the issue and are not blocked anymore. Thank you for asking!

Regarding your issues raising tickets - I can see you were able to do so on your Standard plan in the past. Did you start encountering issues as soon as you activated the Premium trial?

Exactly! Since we activated the Premium trial, we aren't able to file a support ticket anymore. The system assumes that we're on a free plan even though we're a paying customer since multiple years. Hope this helps!

Bildschirmfoto 2026-08-04 um 06.45.59.png

Best regards and thanks again,

Eduard

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Hi @Eduard Itrich

Can you try this again? Make sure you clear your browser cache. I can see you're no longer on a trial - so I just want to verify 100% that it will at least update your subscription once you return to a commercial plan.

I've raised a ticket internally anyhow to investigate why you weren't able to raise a ticket, despite being a paying customer.

Cheers!

- Ben (Bitbucket Cloud Support)

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No access to support even though we're a paying customer

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