Need assistance with finding the admin

[christina_miller]

We have had our IT make some changes to this account and now no one seems to have admin access to our account. I have checked with our IT department as well. I cannot find an email for your support team to get assistance with this. How can I get help with this?

[Trudy Claspill · Accepted solution]

Hello @christina_miller 

You can submit a request to the Licensing support team without being an admin yourself to get assistance identifying the users who are admins for your Organization.

Go to this page and complete the form there:

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

[christina_miller]

Thank you. I just completed this form, but it isn't a billing issue. No one in my org can access the admin portal. I have submitted that request, per your suggestion, and I hope that it can get routed properly because it isn't solely a billing issue.

I will say that I have spent the last 2 hours working through forums, and different pages, and redirects, and unhelpful links. I would appreciate it if someone could contact me for this outside of a group forum. There is no chat bot available for this kind of issue and no phone number that I can call, as this is a specific issue to my account. It would be helpful to have somewhere to go for site-specific issues instead of posting this for the public to see. 

[Trudy Claspill]

TL;DR

The BLP support options is the correct route for dealing with regaining admin access to your Organization/subscriptions.

The team supports billing, licensing, and purchasing. They can help when a customer has lost access to manage their subscriptions, products, and Cloud Organization due to departure of the people who had the necessary access.

It might involve getting you connected to other Atlassian support teams that you can't reach out to directly (because one must already be an Admin to submit a ticket through the support customer portal). Or they might reach out directly to the people they have on file as Billing or Technical contacts for your organization. 

Now that you have filled out the form, they will contact you outside of this forum.

I've never been through the process myself, but it is the process that has been recommended through this forum many times.

Atlassian does not offer direct email support - contacting support requires filling out either a request through their support portal (which requires you to be an admin for at least one system, and on a paid subscription) or filling out the form on the Billing, License, and Purchasing support page.

If none of your people have admin access (Organization Admin, Site Admin, Product Admin) or you are on a Free subscription, contacting the BLP team is the route to go to deal specifically with regaining admin access. 

If you are on a Free subscription you are otherwise not entitled to support directly from Atlassian. That is one of the entitlements for paying customers only. Free plan customers can come to the Community to ask questions and get advice. We do our best to advise, and in appropriate scenarios we can flag community posts to get Atlassian Team members involved.

With regard to a phone number to call, Atlassian offers direct phone support only to customers on the Enterprise plan.

Access to Atlassian support is listed among the plan features on the pricing page:

https://www.atlassian.com/software/jira/pricing

There are numerous posts within this Community asking about how to regain access to an Organization or Subscriptions when the current admins cannot be found or have departed the company. They ultimately all result in the same answer - contacting the BLP team.

I have asked a few times if anything can be done in the support portal to add an option in the "What can we help you with?" list specifically for the issue of "lost admin access to an Atlassian Cloud Organization". So far the suggestion has not been implemented.

Good luck!

[christina_miller]

This was so helpful. Thank you for addressing all my concerns.

[christina_miller]

Hello, I am following up on this issue. I received one response from an advocate on October 5. I have not received any other response from this team despite emailing multiple times per week for the month of October. 

I hate to post this in a public forum but I have no other resource to get help. Can someone assist with CA-3717689 Purchasing and Licensing Request: Update account? 

Can someone assist with this issue?
(Original issue: We have had our IT make some changes to this account and now no one seems to have admin access to our account. I have checked with our IT department as well. I cannot find an email for your support team to get assistance with this. How can I get help with this?)

[Trudy Claspill]

Hello @christina_miller 

I have flagged this post to raise it to the attention of Atlassian team members, and will escalate it through a channel available to Community Champions.

As end users and administrators of our own sites/subscriptions we don't have direct access to your account, site, or subscription. The best I can do is use our escalation channels to try to get Atlassian eyes on this.

I hope it will help.

[Trudy Claspill]

Are you sure that responses from the support team have not gone into your junk email folder?

[christina_miller]

Yes. I have checked that. I have received one response, but the follow up from Atlassian has not been completed.
However, your prompt to Atlassian has initiated an email from them this morning. I am hoping that they will follow up now that I have sent my reply. Thanks again. 

[Trudy Claspill]

The Community Champions escalation channel I used reported back that they saw the team had reached out on Oct. 6 asking to confirm information, but there was not record of a reply. The confirmed that email was sent to the same email address as your Community account. Yesterday a note was added to the ticket asking for the Atlassian team to reach out to you again.

Did you get that message from the 6th, and did you respond to it? If so, you might double check that the email destination did not get corrupted in the process. 

Good luck!

[christina_miller]

Yes, I received the email, and I have responded to the same email on Oct 6, Oct 9, Oct 15, Oct 16, Oct 23 and today (10/27).
I received an email the same email from 10/6 this morning and I responded to it, but there has not been a response.

Thank you for following up on this.

Christina

[Trudy Claspill]

I've updated my escalation contact with your last update. It is the middle of the night for that person, though, so I don't expect they will see the message or check on if it was received until sometime tomorrow.

Please do post back here if/when you hear from Atlassian again.

[christina_miller]

Thank you!

[Mikael Sandberg]

Hi @christina_miller

Welcome to Atlassian Community!

If you are on a standard plan or higher you can go to https://support.atlassian.com/contact/ to contact support.

[christina_miller]

These are my options:

Get help from your site admin

If you need technical support, ask your site admin to file a request on your behalf. Only Atlassian Account admins, billing contacts, and technical contacts can create support requests for Atlassian Account.

Learn more about Atlassian Support Offerings

Getting help from the Atlassian Community

Ask questions or browse discussions to find the information you need. Support staff and developers from Atlassian check in regularly to help answer tricky or highly technical questions.

Check out our Atlassian Account how-to guides

You'll find info on how to set up Atlassian Account and make the most of its features in our online documentation.

None of these options work for what I am looking for, nor do they lead me to someone who can help me. Where can I go from here?