When will I hear back about a non-profit account request?

[Madeline Silva]

I filled out the online non-profit form on May 5th and it said afterwards that we would hear back within 24-28 hours and it is now May 12th and we haven't heard back. We are on a free trial and looking to use this more than our 10 boards we currently have. 

I saw another person asking the same question and seemed to get help through here. Is there another way to get a support ticket or to speak to someone about getting our account? 

[Lara]

Hi Madeline,

Thanks for reaching out!

It looks like the team responded to your request on 06/May/25 – could you please check if their email landed in your Spam folder?

Otherwise, you can view the support ticket in the portal via https://support.atlassian.com/requests/CA-3506681/.

If you have any questions, please respond in the ticket and our Billing & Licensing team will assist you further.

Thanks,
Lara

[Madeline Silva]

Ok! We never received an email in anyones spam in the related request. When I click on this link it says it is "unable to display request". Would you be able to give me a little more understanding as to why we were denied? Or help me to be able to see the request?

Thank you so much! 

[Madeline Silva]

Hi Laura, 

Wondering if you have had a chance to look into why the request was denied? We are hoping to continue with Trello and would like to find a way to do so! 

Thank you! 

[Lara]

Hi Madeline,

It looks like the ticket was raised via a different email address. I would recommend checking with your accounting team.

Otherwise, please raise a ticket about this with our Billing & Licensing team via https://www.atlassian.com/company/contact/purchasing-licensing#/.

Please note, that all Community license applications go through a vetting process that adheres to Atlassian’s Community guidelines via a service called Goodstack.

To assess your organization’s eligibility for a Community License, Goodstack reviews the information provided in your application, public information, and ensures alignment with the following criteria:

• Does not operate at the expense of the environment, human rights or dignity, or public safety
• Does not advocate for or against any political party, candidate, or campaign
• Does not discriminate against, marginalize or exclude any person or group on the basis of personal characteristics or attributes

All new and existing Community License applicants are reviewed by Goodstack against the same qualification standards and guidelines: https://goodstack.org/nonprofit-definitions.

[Lauren Black]

Hi @Madeline Silva,

In addition to the links shared by Lara above, please see the list of non-eligible organization types in the FAQs here: https://www.atlassian.com/teams/nonprofits/discount-pricing 

Unfortunately, we are not able to provide you with a discounted Community License.