Not getting support for my Payment & Billing issue

[Nikhil Bhamwani]

Hey folks!

On March 23, 2026:- I was approached by the Atlassian team that we qualify for 12-month startup credits. And they asked us to activate our instance on Atlassian and also set up the billing method.

We followed the process, activated a cloud premium on March 24 and also added our card details in the billing method.

Since then we have followed up multiple times to get the 12-month discount coupon from [advocates@atlassiansupport.atlassian.net] but the team hasn't responded yet. Now our billing has started few days ago, and the deductions were charged to the card. Any customer support ticket that I raise is being answered by an AI bot with an irrelevant result and it marks it as resolved without providing any solution here.

Anyone else has faced this issue in the past? How should I go around this and get the problem resolved?

[Martin Runge · Accepted solution]

Hi @Nikhil Bhamwani

Welcome to the Atlassian community!

I’ve asked the Atlassian support team to look into your question here, since we cannot assist with billing issues directly.

I know that the team around @Philip Braddock is fighting for your startup with their full heart and takes your feedback seriously.

[Nikhil Bhamwani]

Thanks Martin for the response! Looking forward to getting a resolution here.

A good technical challenge here is also about how the ai-bot marks this as resolved without understand the context really. See the screenshot attached if it helps in improving the bot workflows.