Sole Org Admin & Billing Admin held by terminated collaborator – need Role Transfer

[Franck Dour]

Hi Community,

I am Founder & CEO of Gravitas Group. I am reaching out because I am
facing a critical security situation and need guidance on how to
initiate a Sole Admin Role Transfer with Atlassian Support.

SITUATION
A former technical collaborator,  currently holds:
- The sole Organisation admin role
- The Billing admin role

His collaboration was terminated following deliberate infrastructure
sabotage across multiple platforms (GitLab, DigitalOcean, Google
Cloud Console). Legal proceedings are currently being initiated.

My email account is currently "User access
admin" only. I am the Founder & CEO and the owner of the domain
(hosted at GoDaddy — DNS access available for
verification).

WHAT I HAVE TRIED
- Attempted to submit a support ticket via support.atlassian.com
but the form would not submit on the Free plan
- Upgraded to Standard trial (14 days) to access human support
- Confirmed via Atlassian documentation that a billing admin or
technical contact can request a Role Transfer, and that if the
current admin does not respond within 3 days, the transfer can
proceed

WHAT I NEED
1. Confirmation of the correct path to submit a Role Transfer
request to Atlassian Support now that I am on Standard plan
2. Any community members who have successfully completed this
process and can share the exact steps

I have company registration documents, GoDaddy domain ownership proof, and legal documentation
ready to provide to Atlassian.

Thank you in advance for your help.

Franck

[Arkadiusz Wroblewski]

Hello @Franck Dour 

Because Atlassian must verify administrative authority before transferring organization or billing roles, this cannot be handled in the public Community.

Open a Ticket at support.atlassian.com/contact for a sole organization and billing admin transfer request. Keep all company registration and authorization documents private for that ticket.

New Team Member Needs Admin Access After Site and Org Admin Leaves Company | Atlassian Cloud | Atlassian Support

In parallel, check if your internal IT team can temporarily reactivate the former admin's company mailbox to perform a password reset, Atlassian recommends this as the fastest recovery route. Once you regain access, be sure to appoint at least two organization and billing admins to prevent future lockouts.

Best,

Arkadiusz🤠

[Franck Dour]

Hi Arkadiusz,

Thank you for your quick response. Much appreciated

I want to flag that I have been trying to submit a support ticket
at support.atlassian.com/contact for over 3 hours without success.
The form either does not submit or routes me to community/AI chat
only. I have now upgraded to a Standard trial (14 days, activated
today) hoping to unlock human support access.

Regarding the former admin's mailbox:is a
company domain email. As the domain owner hosted
at GoDaddy), I technically control the DNS. Is DNS-level email
redirection considered sufficient by Atlassian to access the
mailbox for password reset purposes, or does Atlassian require a
different form of verification?

Any guidance on how to actually reach a human agent given the
support portal issues would be greatly appreciated.

Best regards,

[Franck Dour]

For legal reasons related to the ongoing proceedings against the former collaborator, I cannot access his mailbox. The only path forward for me is the official Atlassian Role Transfer process with domain ownership verification . Could you advise on how to actually reach a human Atlassian support agent given that the support portal is not working for me?

[Arkadiusz Wroblewski]

@Franck Dour 

Please Delete Personal data for Privacy

Open https://www.atlassian.com/company/contact/purchasing-licensing#/ in Incognito Window in Browser and and Set "Continue without Logging in"

[Franck Dour]

thank you, apologies about info share, I am a bit desperate, will try that now

[Arkadiusz Wroblewski]

@Franck Dour 

No problem at all. I just wanted to make you aware of it.

This is a public forum, so it is better not to post sensitive data here. You never know who might be watching or reading.

Best,
Arkadiusz🤠

[Franck Dour]

True, thank you very much Arkadiusz.

Theres just to way to contact the support, been trying for the past 4 hours and no email available anywhere.... will try that link and guidelines you kindly provided.

Take care.

Franck

[Dirk Ronsmans]

I've also flagged this question through the forums.

This will trigger an engineer to take a look here and if still needed contact you here as well.