Urgent: Need to Cancel Jira Account – No Billing Admin and Cannot Reach Support

[Darren Keegan]

Hi Community,

I’m reaching out for help as I’ve hit a dead end trying to cancel our Jira subscription.

Our Billing Admin has left the company, and I don’t have billing permissions myself. I urgently need to close the Jira account, but the support channels have led me in circles:

The Atlassian support pages for billing, payments, and pricing keep sending me through an endless loop:

I select a topic,

Then it asks for the product URL (which it doesn't recognize),

And I end up stuck with no path forward—even though I’m logged in.

I tried calling the Sydney support number (I’m in Perth, calling during business hours), but got a recorded message saying no one is available.

I haven’t found any other way to submit a support ticket or get in contact with a human.

I’d appreciate any advice from the community—or even better, if an Atlassian staff member could help escalate this.

All I want is to cancel the account (or downgrade to Free, if that's possible) and avoid unnecessary billing.

Thanks in advance for any guidance.

[Karan Sachdev]

Hey Darren,

Welcome to Atlassian Community!

I certainly understand it's frustrating that you're unable to reach the billing support.

I checked some details internally. Did you happen to leave a voicemail to our billing support from +61 487 XXXX97 earlier today?

If yes, a ticket was generated based on this, but you're not the reporter (likely because the details were not fully captured).

If you confirm the above details are correct, I can update the details and you should be able to access the ticket on our support portal to get in touch with the billing team.

(I'm not from the billing team, so I can't address your concerns directly but will try to route it to the concerned team).

Thanks!

[Darren Keegan]

Karan, 

Very much appreciate you taking the time to respond. Yes, that was my voicemail though I haven't received either a return call or an indication that a support ticket has been raised. Hopefully, you can get me access to that.

Thanks,

Darren

[Karan Sachdev]

I've left an internal note to the customer advocates handling this ticket. They tried calling you but got redirected to voicemail, likely due to difference in the time zones.

[Darren Keegan]

Thanks Karan. I didn't receive a recorded message but had missed calls from a number I don't recognise. Anyway, you've been very helpful and I'm grateful for your assistance.

[Darren Keegan]

Karan - sorry to trouble you again. Is there any way to just get me a contact name and email for my ticket? No one has contacted me other than your responses here in the community which is very disappointing. There's little point in them calling and not leaving a note in voicemail with a contact number or - what I would expect - raising a ticket and sending the details of that with communication options.

Hopefully, you can get them to do that and you can be free of continued messages from me!

Darren