Urgent Multiple Payments Deducted But Bitbucket Plan Not Upgraded

[Vipin Maurya]

Dear Atlassian Support Team,

I am writing to report a serious issue regarding billing and plan upgrade on my Bitbucket account.

I have attempted to upgrade my workspace plan to Standard and have been charged three times (approx. ₹895 per transaction) for the same. However, despite the payments being successfully deducted from my bank account, the plan is still not upgraded — my workspace remains on the Free plan, and it is currently locked due to storage limits.

Details:

• Workspace Name: <redacted>

• Bitbucket Username/Email: <redacted>

• Approx. Payment Dates: 01/July/2025 and 02/July/2025

• Transaction total Amount: 2680 Rupees

• Payment Method: Debit Card 

• Issue: Plan not upgraded, workspace remains read-only, despite successful payment(s)

Kindly review the issue urgently, process the correct upgrade, and either:

1. Upgrade the plan immediately as paid, or

2. Refund the duplicate charges that were incorrectly processed.

I’ve attached screenshots/transaction references if required. Please assist on priority as this is blocking my team's workflow.

Looking forward to your swift resolution.

[Theodora Boudale · Accepted solution]

Hi Vipin,

Thank you for reaching out.

This is something that only our billing team can help with, we cannot resolve this here in community. I see that you have already created a ticket with our billing and licensing team, one of my colleagues will look into it and help with resolution.

Just a heads up, I removed the workspace ID and email address from your post to protect your privacy, as this is a public forum.

Kind regards,
Theodora

[Vipin Maurya]

thanks Theodora thank you so much my issue has resolved now.

[Theodora Boudale]

That's good to hear Vipin, thank you for the update.