Apparent error when loging in

[Afonso Vercezi]

The whole team cant get into the Service Management/Project, it's been 3 days and still no answer from support.

Almost there

The database is taking a little longer than usual to synchronize. Please wait a few moments and try again.

If the error persists, please submit a support request.

and a button "Try Again"

We also use a client portal that's also not working, we are unable to figure out what could be happening

[Afonso Vercezi]

Hey Trudy,
Sorry i made a second request here, i thought this first one didn't work.
My admin is trying contact with support but not able, i would do it myself but only admins are allowed i guess.
Subscription was free, but i can't be sure because the page won't load. We suspect it might be a problem with the payment/plans because the trial was nearing the end and we have 4 agents, but i can't verify anything like that because the project doesn't open.

It says the database is taking longer to synchro.

[Trudy Claspill]

Hello @Afonso Vercezi 

Welcome to the Atlassian community.

This is a user community, so we don't have access to your support case or your environment.

Have you tried updating your support case to ask for an update?

What priority did you specify on your support case?

What subscription plan (free, standard, premium, or enterprise) are you using?

[Trudy Claspill]

Your Organization or Billing Admins should be able to find your subscription plan information by going to https://admin.atlassian.com

Only admins are allowed to create support cases at https://support.atlassian.com/contact/#/

If you are on a Free plan though you are not entitled to Atlassian Technical Support and not even your admins are enabled to create Atlassian Support Cases.

In what way is your admin trying to contact support? Do they have a support case open already, or are they unable to create one at https://support.atlassian.com/contact/#/

If you are on the Free subscription we can flag your post here to raise it to the attention of Atlassian team members for something like what you are experiencing. 

[Afonso Vercezi]

It says i have a standard subscription to Service Management and a premium for Jira. My admin apparently tried the billing support because it said it would expire yesterday, and we never paid for a subscription. Should we try through your link?

[Afonso Vercezi]

[Trudy Claspill]

The "Produto off-line" message includes a link for contacting Atlassian. Where does that link take you?

If your product was deactivated due to a billing issue you may need to contact Billing support:

https://www.atlassian.com/company/contact/purchasing-licensing

...rather than the Technical Support team at the link I provided.

[Afonso Vercezi]

Sure but i don't know what the problem is since the platform doesn't explicitly says either, if the trial ended and that was the issue, surely it would just tell me that?

The hiperlink takes me to the link you provided. Shouldn't either support teams have replied by now?

[Trudy Claspill]

It is unclear to me from what you have said so far whether or not you have a support case opened with either team. That would be the first step.

As to the response time once that case is opened, that would depend on the Priority level you set when creating the case, and the SLA related to that Priority level.

[Afonso Vercezi]

We have a ticket open since monday, and still no reply and no other way to contact anyone, we heavily depend on an organizing service like Jira and it just suddenly stops working with no warning or explanation as to why.

[Trudy Claspill]

I will flag this post here in the Forums to raise it to the attention of Atlassian team members. They may be able to find you related case based on your name, or they may need to ask you for additional information.

I would also encourage you to add another comment to the case you already have to ask for an update.

[Stephen Sifers]

@Afonso Vercezi 

I see you have a few sites, and your screenshot above helps clarify which one is having an issue. With that said, I don't see a support request on our side related to the site you mentioned.

I do see your Site Admin was notified on the 25th of July that the Jira Service Management trial was ending on the 28th of July. At this point, I would suggest you work with your site admin and request they raise a support request if they need further assistance.

-Stephen Sifers