Assistance Required for Billing Page Permissions in Jira Service Management

Question

Dear Atlassian Team,I hope this message finds you well.We are using Jira Service Management in our project and have encountered an issue related to billing page permissions:
* When navigating to Atlassian Home → Atlassian Home Settings → Billing, the page displays an error message:
"You need permission from your Administrator."
I am logged in as the Administrator and unsure why this issue arises or how to resolve it.

* However, when accessing the billing page through Jira Service Management Home Page → Settings → Billing, the billing details are displayed successfully.

We recently changed the email and password for the administrator account (e.g., from XYZ@abc.com to GHI@def.com). Could this change have impacted permissions?Questions:* How can I enable permission to view the billing page via the Atlassian Home path?
* What is the difference between these two billing screens?
* Are these two screens linked to different permissions or settings?
* Could this be caused by changes to the administrator account email or password?
* Are there any troubleshooting steps you recommend?

I appreciate your guidance in resolving this discrepancy. Please let me know if you need any additional information.

Thank you,
Karpaga Selvan M.
Billing Page from Atlassian Home Page (Restricted) & Billing Page from JSM Home Page (With billing details):

Valerie Knapp_dpp5c6 · Answer

Hi @Karpaga Selvan , thanks for your question. It sounds like this is a permission issue.

Please reference the documentation here, https://support.atlassian.com/subscriptions-and-billing/docs/understand-billing-administration/ , which explains who can access and manage the Billing part of the admin.atlassian.com site.

If you are still having trouble and you think you should be able to see and manage this section, I would recommend you open a support ticket because we in the community can only really offer generic advice and best practice, not access directly your system like the Atlassian support can.

https://support.atlassian.com/contact/

Best wishes

Tomislav Tobijas · Answer

Hi @Karpaga Selvan ,

As per URL which is opened from Atlassian Home, it seems that system redirects to 'undefined' organization. The question here would be why does it open https://admin.atlassian.com/o/undefined/billing-preview instead of using actual Org ID.

There might be some differences if you're using Atlassian Start and new Atlassian Home / Platform experiences.

I doubt that it's related to changing credentials of admin account, and maybe I would suggest reaching out to Atlassian Support related to this redirection issue.

Cheers,
Tobi