How long does it take for the support to resolve the payments / subscription issue ?

[Hassan Afaq]

I have initiated a support ticket https://getsupport.atlassian.com/servicedesk/customer/portal/35/CA-980504

but no answer as of yet.

[John Funk · Accepted solution]

Hi Hassan,

How long ago did you submit the ticket? It might take a day or two for them to get back to you. You can see if you can escalate the request by click on your link above and see if there is an option for that on the right hand side.

[Hassan Afaq]

I posted that 6 hours ago. I was hoping that the response would be much quicker. I could not find any such option to excalate in the ticket viewer 

[John Funk]

I can tell you it will certainly take longer than that. Billing and Subscription requests usually aren't handled with as great an urgency in my experience. 

[Hassan Afaq]

ooh so it seems that i need to wait a day or two for the same, isn't there a subscription auto renewal policy for a monthly subscription plan ?

[John Funk]

As long as you make your payment each month, it should. I will see if I can get someone from Atlassian to take a look quicker. 

[Hassan Afaq]

Appreciate that, thanks alot :)

The payment details are there but its never auto renewed. Strange !

[Angélica Luz]

Hello Hassan,

Thank you for reaching out to Community!

When it comes to billing issues, the best option is to contact our customer advocates, which you already did. 

While we are waiting for their response on the ticket, I'll try to help here in community.

Checking the details of the site, I see that an email was sent to Salman informing that Jira Software would be suspended. 

I see that the payment method was changed on April 9, but it was declined, that's why the site was suspended. 

In this case, I would suggest talking to Salman for them to access my.atlassian.com and update the payment method again.

Regards,
Angélica

[John Funk]

Thanks for the quick reply and help @Angélica Luz !!!

[Hassan Afaq]

Ok I see the issue now, thanks for the response @Angélica Luz will get that updated and also after updating the details do we need to contact support again ?

[Hassan Afaq]

Is there a way that we can make the payments once the details are updated ?

[Angélica Luz]

To be honest, I'm not sure about that. I believe once added the payment method and confirmed that it was billed, it should work.

Your site still shows as suspended, so all the data are still there, it wasn't deleted.

Since the ticket is already on our customer advocates queue, let's wait for their response. I work with technical support for the product and I don't have much experience with the billing side.

I sent a message to the customer advocates team for them to check your ticket and I believe soon someone will contact you.

If you don't receive a response by tomorrow, please let me know and I'll ask them again.

[Angélica Luz]

@Hassan Afaq they told me that they reactivated the site for 24 hours for you to update the payment method. Please, try updating it again and let us know if you face any issues.

[Hassan Afaq]

Yes the billing team reprocessed the payments and now JIRA is working again. 

Thanks for the support @Angélica Luz Appreciate that.