Subscription Cancellation and Plan Upgrade Issue

[Diego Olivares]

I hope this message finds you well.

A few weeks ago, we attempted to upgrade our plan; however, the platform did not allow us to proceed. Our intention was to purchase the 100-user Jira Premium annual plan. Unfortunately, the only option presented to us was to cancel the current subscription due to an outstanding balance.

At that time, we did not wish to settle the outstanding balance separately, as our objective was to transition directly to the 100-user annual plan. As a result, the subscription is now marked as canceled, and the system requires us to wait for a certain period before taking further action.

This waiting period is not acceptable for our business needs. Additionally, we have been unable to contact a support agent through the platform, and there is no available option to revoke the cancellation. We have also attempted to submit a support ticket, but the system does not allow us to complete or send the request.

Given the urgency of this matter, we kindly request your assistance in:

• Reinstating our subscription, or
• Enabling us to proceed with the upgrade to the 100-user Jira Premium annual plan without delay

We would greatly appreciate your prompt support in resolving this issue.

Thank you in advance for your assistance.

[Trudy Claspill]

Hello @Diego Olivares 

Welcome to the Atlassian community

For licensing, billing, and subscription issues you can contact the Billing, Licensing, Pricing Support team through the following web page:

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

[Diego Olivares]

I have attempted to use that channel, but the system does not even allow me to submit the request. As a result, I have been unable to revoke the cancellation.

[Trudy Claspill]

What options did you choose for the initial question(s)?

If you click the View Self-help Resources, what do you get?

I have not seen those specific prompts you are seeing. I think they vary based on how you answer the initial prompts. I have found previously that the page tries to guide you to self-help, and at some point when you follow the self-help path it will present an option for you to say you need more help. Then it allows the request to be submitted.

[Trudy Claspill]

If that doesn't work then I can flag you post here to raise it to the attention of Atlassian team members. The SLA in that case is 2 business days.

[Diego Olivares]

I am following the provided steps, but after filling in all the required fields, no submit button is enabled, nor is there any option available to report my case. 

[Trudy Claspill]

I'm sorry that the process is not going smoothly. As just another user I can't directly help you.

But I will flag your post here to raise it to the attention of Atlassian team members who can get you the help you need. They should respond within two business days.