Stuck in support loop — can't submit refund request despite being within 30-day window

[Chawin T]

Hi all, I was recently charged for Trello Premium and genuinely wasn't aware the new feature I enabled would trigger a charge of this amount. I've since seen that Trello does offer refunds within 30 days of purchase, which I'm still within — but I'm hitting a wall trying to actually submit the request.

Every time I go through the help bot, it redirects me to an article explaining *how* to apply for a refund, rather than letting me actually apply for one. The loop just repeats with no way to reach a real person or submit a ticket.

This charge is putting real financial pressure on me and I'd really appreciate help from anyone who knows how to break out of this loop and actually get a billing ticket raised. Is there a direct support link or a specific path through the Atlassian portal that bypasses the bot?

Thank you

[Liam Do - DevSamurai · Accepted solution]

Hi @Chawin T ,

Sorry to hear you're stuck in a loop! Here's the step-by-step to submit a refund request:

1. Go to Atlassian Support

2. Choose Billing, payment, and pricing

3. Select Payment, then Request a refund

4. It will ask for a URL, SEN, EN, or invoice number — since Trello doesn't have a valid SEN or EN, scroll down and choose 'Proceed without URL, SEN, EN or invoice number'

5. At the bottom of the page, you'll see a link that says 'Need help? Submit a support request' — click on it

6. Fill in your details and submit

This will get your request directly to the billing team.

Hope it helps 🙌
Liam

[Chawin T]

Hey Liam, thanks for your reply. That's exactly the wall I'm hitting. After step 4 it just leads me to an FAQ page on how to find the very page I am on. Also step 3 is not in the option at all that I can choose. I have spent a good hour last night trying to find any way to contact support. the AI chat also gives me a similar roundabout.

[Liam Do - DevSamurai]

Sorry to hear that. 

Since @Mike - Dreamsuite Consulting has already escalated this directly to Atlassian Support, you are in good hands. Someone from their team should be reaching out to help you resolve this.

[Chawin T]

Thanks a lot Liam, I appreciate it 🤝

[Blair at Atlassian]

@Chawin T We've got a ticket open for you, and our billing team will be reaching out on the ticket soon to help!

The ticket number is CA-4072573, and you should get an email notification with a link to this ticket.

Thank you so much for your ongoing patience. And thank you to @Liam Do - DevSamurai and @mike for flagging this with us as well!

[Mike - Dreamsuite Consulting]

HI @Chawin T 

Atlassian's support is terrible, even moreseo when it comes to Trello. I understand your issue so have escalated this question to Atlassian Support. Expect someone from the support team to respond on here within 2-3 business days

[Chawin T]

🥲🥲🥲 

Thank you for your response Mike! I hope I'll be able to resolve or get clarity on this issue soon