Situation with our license

[Midroll Devs]

Hey guys,

We have a bit of a situation here. 

Here's how it happened:

- We have account devs@midroll.com that we all login through to manage atlassian products

- We bought upgraded our license on that login, we then set two other emails as billing and technical contact.

- We couldn't find the license under devs@midroll.com so we emailed support and they said to look under emails for billing and tech contact. But they didnt remember creating an account

- Eventually one of them got in, and saw the new license. So I tried to add it to our JIRA instance referenced here,  and it throws error messages. 

- We assume it wont let us add the license because the JIRA instance belongs to devs@midroll.com and the license only shows up under peter@stitcher.com and we can't add the devs@midroll.com as a primary contact.

Can you help us figure this mess out?

[Andy Heinzer · Accepted solution]

I was able to lookup both email addresses in our system to see what licenses existed on each account.   I found a Jira Service Desk starter license and a Jira Software license under peter's account.  However when looking at those licenses the billing and technical contacts are not the devs@midroll.com address you listed.   That explains why you cannot see that license when you login to our site with that address.

One way for you to resolve this on your own, would be to have that user, peter@stitcher.com login to https://my.atlassian.com and then that user can change the billing and technical contacts for that license.

Otherwise I would recommend that you create a support case under https://support.atlassian.com/contact/ and select the option called "Billing, payments, & pricing".  By doing this, you can be sure that your support request will be directed to our Customer Advocates team who commonly handle licensing situations like this.  

[Midroll Devs]

Thanks with this tip of adding as technical contact we were able to get this resolved totally!! Thanks so much everyone. You all rock :) 

[Nic Brough -Adaptavist-]

The licence belongs to an Atlassian account (uniquely identified by email address), but that does not matter to the system being licenced.  I've used plenty of licences provided by other people on systems where they don't even have an account.

What is the error message you get?

[Midroll Devs]

Hey Nic! Thanks for the help. 

I'm attaching some screenshots of where I enter the key, and the error message I get. If what you said is true, our hypothesis regarding security wasn't correct and we should be able to use this key we have. 

We verified it's the correct key, and ofc we tried re-entering the key many times. But same error every time.

[Andy Heinzer]

Is the licensing key you are trying to enter for jira Software?  or could it be another key such as for "Jira Core" or "Jira Service Desk"?   If this is another product key, you won't be able to activate it for Jira Software.

[Andy Heinzer]

Would you mind pasting the key you are trying to use here?

I can remove it from the thread later, but I'd like to analyze the key you are trying to use to better understand why you might be seeing that error.

[Nic Brough -Adaptavist-]

That's a very generic error which could mean a lot of things.  It usually means the licence key is simply broken (if it were an invalid version, SEN, for the wrong application, or in a recognised format that's incompatible, such as Jira v3 licence keys, it would tell you that)

Is it a flat copy and paste of the whole key in the same browser?  Could there be leading or training characters introduced by copy and paste or email transfer?