Why cloud subscription has been canceled?

[Техническая поддержка]

Hello, community!

I have one problem: when i add optional e-mail for customers requests, my cloud subscription for Jira Service Management project is canceling.

I have free account, only one user (agent) and only 10-20 test requests, on tests-time my project close.

If you use the default email address, the site is not blocked. After adding a third-party email, the site goes offline almost immediately.

After that Atlassian asks my credit card. Why?

[Dana Ariya Bon Lua]

One 12 Sept 2021, 1:44pm Malaysia Time, I have received the email on "Your Subscription Plan Has Been Cancelled" wihout stating any reason.

We are a subscribed customer with the-active payment method.

My company operation is put on halted and still waiting help for it

[HILLARY WONG JIN]

hi I've met the same problems that causes my project may be deleted by some reasons.
May I know there may be some solution for it?

urgent thanks. 

[Andy Heinzer]

Hi @HILLARY WONG JIN 

It looks like you are a member of a recently suspended site due to missing billing details.  However it seems you are not the site-admin or billing contact.

I'd recommend having the site-admin create a support case over in https://www.atlassian.com/company/contact/purchasing-licensing?redirectSource=sac-wac-redirect#/?inquiry_category=your_account

And then choose the topic of "Reactivate subscription" and include the site URL or SEN.  I know if this case is created from the site-admin, it should allow the site to be reactivated if possible.  I'm not sure if end users making the same request will permit the site to be re-enabled in an automated manner.

[Andy Heinzer]

Hello @Техническая поддержка,

In this case it appears that your cloud sites on the free plan were incorrectly deactivated by one of our systems.  I reached out to another team here in Atlassian and they were able to reactivate these sites.

Sorry for the inconvenience.

Regards,

Andy