Support Doesn't Work

[craig_holdaway]

I've typed in the URL from my browser into the What is your URL box, and it tells me it can't find it. And at that point there are no other options to reach support.

[Trudy Claspill]

Hello @craig_holdaway 

Welcome to the Atlassian community.

Are you the Jira Administrator for that subscription or the Organization Administrator for the Organization where that site exists?

Is your subscription a paid subscription or a free subscription?

In the field before the URL prompt what did you select?

For paid subscriptions you must be a App Admin or an Organization Admin to create a support case. Otherwise you will get the message you saw. Creation of support cases is reserved to these admins because they must be the first line of support for the subscriptions. If the admins can't resolve the issue, then they can open a support case to get assistance from Atlassian.

If you are on a free subscription and are the Org or App admin then rather than the message you saw you should get this:

[craig_holdaway]

Ok. For compliance/security-principles reasons our admin account is not in typical use, so this is likely the case.

I would appreciate if your site was clearer.  It feels quite frustrating to reach a point where there are no further options and the error message doesn't make sense.

[Trudy Claspill]

Hello @craig_holdaway 

I'm sure that is frustrating.

Be advised that I am not an Atlassian team member. I have no direct access to change the functionality of the support portal.

I am just another user of the products.

[craig_holdaway]

Gotcha. Thanks.