How to get a Support? Restore Jira and add Billing

[Aleksei Vechkanov]

My Jira account was deactivated, and I’m trying to restore it.

There is no direct way to contact support.

I’m trying to follow the instructions, but I’m encountering issues.

1. I can’t add a payment card. When I try to fill in the address and click Continue, I get an error:

(Do not translate the block)

Something went wrong
An unexpected error occurred, try again later. If the problem persists, please contact support.

In the console I see:

Error: Relay: Missing @required value at path 'setupIntent.publicKey' in 'stripeProviderSetupIntentFragment'.
    at t.exports (handlePotentialSnapshotErrors.js:69:21)
    at t._throwOrLogErrorsInSnapshot (FragmentResource.js:317:7)
    at t.readWithIdentifier (FragmentResource.js:211:12)
    at t.exports (useFragmentNode.js:21:41)
    at t.exports (useFragment.js:16:26)


Relay: Missing @required value at path 'setupIntent.publicKey' in 'stripeProviderSetupIntentFragment'. 

Also, when I try to reactivate the account, I’m redirected to the “Contact support” button, but it sends me back to the same initial self-help instructions — meaning I do not have a button to submit a request to restore my account.

[Benjamin Anderson]

This error usually means the billing setup flow is broken on Atlassian’s side, not yours. The missing setupIntent.publicKey shows that the Stripe step never receives the required data, so adding a payment method will keep failing no matter what you try.

Since you also get looped back to self-help when trying to reactivate the account, your support access is locked because the account is inactive — which is why you don’t see a “Create a ticket” option.

Here’s the only reliable path:

Go to atlassian support contact us page while logged out.

Choose “Billing, payments & subscriptions” → “Technical issue with billing”.

Select I can’t access my account when prompted.

Submit the request without logging in — this bypasses the loop and goes directly to Atlassian Support.

Mention the Stripe error exactly as shown; they can manually restore your account and fix the broken SetupIntent on their side.

[Nikola Perisic]

Welcome @Aleksei Vechkanov 

I've requested help from Atlassian and one of the support engineers should be reaching out in 2 business days.