Why does Atlassian Support believe that St John Ambulance's JSM instance does not exist?

[Mr_ Beedell_ Roke Julian Lockhart _RJLB_]

At https://support.atlassian.com/contact#/, if I enter "sja.atlassian.net", I am informed that:

Sorry, we can't find this Cloud URL.

To demonstrate this:

However, it obviously exists. Why does it reject it?

[Mikael Sandberg]

Hi @Mr_ Beedell_ Roke Julian Lockhart _RJLB_,

Welcome to Atlassian Community!

I have notified the support team that is on here, they will reach out to you within 2 business days (usually faster) to resolve this. 

[Trudy P Claspill]

Hello @Mr_ Beedell_ Roke Julian Lockhart _RJLB_ 

Welcome to the Atlassian community.

Atlassian maintains a list of who the technical contacts are for subscriptions; for example the Organization Administrators and Application or Site Administrators. Only those people are enabled to open support case through Atlassian's customer portal.

If a user does not have that level of access for their site then the support portal somewhat misleadingly reports that the site can't be found. In fact what it is doing is looking up your identity and search for the sites you administer. 

If you don't have Administrator access for your site, you would need to escalate your support need to your Site or Organization administrators, who can then open a support case with Atlassian.