Need our Account reactivated. Ticket submitted with no response for 8 hours. Please help.

Question

We received an email notification last week that our credit card information was invalid. We updated it, but our account was deactivated nonetheless.

We followed all the steps and submitted an L1 support ticket but have received no response for going on 8 hours now.

How can I get my subscriptions reactivated?

- Jira Software

- Jira Product Discovery

- Confluence

URL https://armaments.atlassian.net

Trudy P Claspill · Answer

@Ted Nieblas

I am just another user of the Jira products. I am not an Atlassian Team member or employee of Atlassian. I have no input to their billing process.

I found this information about billing failures and suspensions and reactivations:

https://www.atlassian.com/licensing/cloud#subscription

According to that there is a grace period of 15 days from payment due date before the suspension occurs. I don't see anything in there specifically about their policy on notifying the billing contact or technical contact. I've been searching around and have not yet found Atlassian-authored documentation that talks about when and to whom notifications are sent. The documents may exist, but I haven't found them yet.

As to the different levels of admin, it seems that Atlassian is attempting to provide finer granularity on the administration roles, and they are in the process of rolling out the changes. The documentation details both the original and new experiences for administration.

Ted Nieblas_xoxnwo · Answer

A simple yet effective fix (given that we did not know that there was a separate Billing Admin), would be to:

* Send the email to all admins
* Implement a grace period, giving companies the time they need to make the necessary changes.
* If no response from #1, surface a warning banner on the accounts products stating that access will be removed at the end of the grace period.

If you don't want a grace period, then start the process 2-5 days before the bill is due so that you have given us a fighting chance to fix this and not endure 8 hours of impact across our entire organization.

We rely on your products.

Ted Nieblas_xoxnwo · Answer

Thank you @Trudy Claspill

The issue was resolved overnight with an apology and an explanation that Atlassian was dealing with a higher-than-normal volume of requests. I have seen this same excuse given and even gave it myself when I was the Customer Care Manager for a software company. It only took one instance however for me to address the deficiency in our processes and billing to make sure it never happened again.

Why does an organization have to have four different administrators? And why, once we update the information and payment information, do we have to submit a support request to reactivate our account? Run the updated card and reactivate the account. This is a simple self-help scenario that just needs to be prioritized from a business standpoint.

I sincerely hope that Atlassian considers fixing this glaring deficiency. Your tools are complex, flexible, and extremely powerful. Your recent updates show that you are very in tune with the needs of your customers and care that you are helping them.

Help us by fixing this ASAP. That is all I can ask.

Regards...