Nobody on my team can access admin panel

[andy]

My team wants to upgrade https://compcoop.atlassian.net/ from a free plan, but nobody on the team (including the space creator) have sufficient admin permissions.

When anyone on the team tries to upgrade the space, we all receive a message saying to contact our team's administrator (see screenshot below). When we're directed to the Atlassian admin console, we are all denied access and told to contact our administrator.

I'm unable to contact support directly because, well, we can't upgrade our plan to get paid support.

Any insight is greatly appreciated!

[Trudy Claspill · Accepted solution]

Hello @andy 

Welcome to the Atlassian community.

To upgrade the plan would require Organization Admin or Billing Admin access. Have all your team members attempted to access https://admin.atlassian.com to see if anybody has access to your Atlassian Cloud Organization and to the Billing tab therein? That level of access should be available to the person who originally started the free trial for that specific Jira site.

If you don't see the "I have a problem with my Atlassian Cloud site" option in the support portal your other option is to fill out the form on the Billing, Licensing, and Pricing Support web page. They should be able to help you find out who has Organization Admin access to the Organization.

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

[andy]

Thank you! I was able to work it out via chat support. One trick was that, for some reason, when I went to the Billing, Licensing, and Pricing Support page while logged in to my account, it would hide the chat option. When I went in an incognito window (not logged in), I was able to contact chat support and they gave me the name of our Org Admin, who was then able to unlock the rest of the account.

[yqiao · Accepted solution]

Hey I think one possible way to resolve this is to reclaim the admin access recovery by contacting Atlassian support.

• Go to the Atlassian Support.

• Select "I have a problem with my Atlassian Cloud site".

• In the description, explain:

  • No one on your team has admin access

  • You need to upgrade your plan and manage users

  • Provide your site URL

  • List all possible admin emails/usernames you’ve tried

[Trudy Claspill]

Hello @yqiao 

Is that a new option, or an option visible only to certain Atlassian Cloud user accounts? I don't see that option when I go to the support portal, but I have Jira Product Admin access to a non-Free Jira subscription.

[Matthias Gaiser _K15t_]

@yqiao, I've also tried finding that option with an Atlassian account which only has access to a free site, but don't see it. If it should be there, please check with your team why the option is not shown.

@andy I'd also recommend what @Trudy Claspill wrote in her other answer.

[andy]

Thank you both, @Trudy Claspill 's response got me there, although as I noted in another comment, I had to use an incognito window (logged out) to get access to chat support. Support helped me find our org admin and we got it all worked out.

[Matthias Gaiser _K15t_]

Glad that it worked out for you, @andy!