Urgent reactivation

[Natalio Corradini]

Today we fount that our account has been suspended without previous notice, apparently due to lack of payment.  We suspect that the credit card might have expired, but since we cannot log in, we cant update it.
Is there any way to re-enable the account at least for a couple of hours, in order to do so?

I have already created a support ticket
https://getsupport.atlassian.com/servicedesk/customer/portal/35/CA-987129

[John Funk · Accepted solution]

Hi Natalio - Welcome to the Atlassian Community!

My experience is that Atlassian probably sent notice to someone in the company that the payment was not made. It is usually the Billing Contact and not the Technical Contact (i.e. Jira Admin). 

Find out who that is in your company and see if they have an email. 

It typically means you need to sub out a credit card for payment. 

[Natalio Corradini]

 Hi John, thanks for that quick reply! 
I think we have discovered what is happening here, the warning email must have been sent to a manager who left the company more than a year ago, and his account was deactivated.
Do you know if there is a way for another administrator to load the credit card information?

[John Funk]

Do you have access to the Billing area in your Jira to make that change?

[Natalio Corradini]

Yes, but only Bill history is showing data, any other option just shows a button to add billing details. That button sends me to https://my.atlassian.com/product , and then I can't find any place to set up billing details since it doesn't show any associated product. 

[John Funk]

I would start by changing the Billing Contact to you or someone with a valid email for the company. 

Is there anyway to access the email that would have been sent to the old contact? 

You can go here: https://my.atlassian.com/purchase/payment

But you will need a valid Order # if you can find one. 

[Natalio Corradini]

Thats the big problem, we dont have acces to the email that's listed as billing contact, and that's preventing us from setting things up.

[John Funk]

Did you get the billing contact changed?

[Natalio Corradini]

John, thanks so much for your help!
We finally found an account that is listed as billing contact, so this solved the issue.
Thank you!

[John Funk]

Great! I am glad I was able to help.