URGENT: How can I reach a Live Support Agent?

[Alan Silva Lillo]

I’m getting frustrated with the bots and recommended articles, especially after I already submitted a support ticket. Is there any way to get help from a live agent? How can I contact one?

The ticket I submitted was answered by a bot that completely ignored my question and instead reactivated a subscription I did not want. I don’t want that charge on my business card.

What I actually need help with is accessing my Confluence workspace.

[Trudy P Claspill]

Hello @Alan Silva Lillo 

Is this related to your other post here?

https://community.atlassian.com/forums/Confluence-questions/HELP-Page-Unavailable/qaq-p/3268505

This post, where I am responding is tagged to say you are using a premium subscription. Is that accurate?

There is no telephone support offered by Atlassian, except for clients on Enterprise plans. For the rest of us it is necessary to work with the Technical Support Portal for technical issues or the Atlassian Billing, Pricing, and Licensing Support Portal for issues related to those items.

Here in the community we are just users, like you. One thing that I can do for you, and have done, is flag this post to raise it to the attention of Atlassian team members. They should respond within 2 business days.

I will also ask you some questions on your other post to see if I can provide any insights.

[Samuil Enchev]

Hi @Alan Silva Lillo

I’m sorry to hear about the trouble accessing your data. I’ve looked into your recent tickets and have some clarity on what happened:

Regarding your deleted site:
A human agent responded to you in ticket CA-4166759. Unfortunately, they confirmed that your Free Confluence instance was permanently deleted due to inactivity. Once a site is fully purged per our Track storage and move data across apps | Atlassian Support, the data cannot be recovered.

Regarding the unwanted Premium charge:
To fix the accidental subscription and request a refund, you should reach out to our Billing Team directly. You can either reply to your existing ticket (CA-4166759) and ask for a refund, or open a new billing request here:

1. Go to the Atlassian Support: Pricing, Billing, & Licensing | Atlassian.

2. Select Your account.

3. Select Cancel cloud subscription.

4. Provide the URL of the new Premium instance.

This will route your request to a human agent who can reverse the charge and close the unwanted subscription.

Hope this helps!

Best,
Samuil