My admin user blocked out from opsgenie

[Holte_ Henrik]

Since past weekend our team is no longer able to log in into our Opsgenie subscription.

Probably a payment issue for the old opsgenie account - that have have tried to migrate to new license with JSM premium. Now as the old subscription have been deleted/blocked , ' I'm unable to re-open an opsgenie account with my mail-address.

I have spent several day searching how to contact Atlassian about this, without any luck (as Opsgenie is an product on it's way out). I have been connected with a migration/sales last Friday , but without any more luck than giving me access to a new trial subscriptions to do online payment.

We have 1 y licenses for opsgenie with JSM Premium licenses since June -25 and now we have to establish a new opsgenie account

We have contractual obligations towards our clients who should be able to contact us through Opsgenie for support, so this is quite urgent and problematic.

[Hari Krishna · Accepted solution]

Hi @Holte_ Henrik ,

This isn’t something you can fix yourself.

What likely happened is that during the move from standalone Opsgenie to JSM Premium, the old Opsgenie subscription was blocked or deleted, and your user is now stuck linked to that old account. That’s why you can’t log in or create a new Opsgenie account with the same email.

The only fix is Atlassian support intervention. They need to re-link Opsgenie (Operations) to your JSM Premium license or restore admin access at the org level.

Follow these steps:

Raise a JSM Premium support ticket from admin.atlassian.com (billing / access issue)

Ask your Atlassian sales or migration contact to escalate internally

Clearly mention this is business-critical and impacts customer support

There’s no workaround on your side — Atlassian has to fix the account linkage.

[Holte_ Henrik]

Ok thank you, I have already raised a ticket. Can you please re-categorize it for me? -> https://support.atlassian.com/requests/PCS-3712351/