Not able to login into ops genie.

Question

Hi Team,

I'm genuinely surprised at how Atlassian is being used in the workplace, considering the experience we've just had.

Today, we encountered a critical issue in production—key team members were unable to log in and did not receive alerts in time, which directly impacted our operations.

The process of raising a support ticket is incredibly frustrating. It involves multiple redirects and often lands us in community forums instead of providing direct assistance. That’s unacceptable for a production-grade tool.

I'm reaching out now because we urgently need help resolving this issue, and also expect a response on how Atlassian intends to address the business impact caused by this outage.

Please get back to us as soon as possible with a fix and a plan for compensation.

Scot Wilson · Answer

Hi Sandeep and all,
I'm Scot from Atlassian's APAC ITSM Team.

Hopefully this screenshot is for demonstration purposes, as we use the .atlassian.net domain for our customers' instances and not the .atlasian.net domain. Should you receive an email from an *.atlasian.net address, this is not from Atlassian and is most likely a phishing attempt.

Your experience sounds like the situation where we deactivate instances that have outstanding payments that haven't been met, and require our customers to reach out to our Customer Advocates to re-enable the instance for payment.

We recommend that all our customers have multiple active Owner users where possible, as the Owner role have access to the Billing for Opsgenie and will receive the invoice reminder mails. Opsgenie billing is separate from your Atlassian Cloud billing and is controlled from within your Opsgenie app under Settings -> Subscriptions.

Sandeep Belagavi_jiubjo · Answer

S

Same bad experience one year back and same bad experience now...

Egor_abdi6j · Answer

Hi Sandeep, 
Thanks for reaching out to Atlassian Community!

Thank you for reaching out and sharing your concerns — I completely understand how frustrating this situation must be, especially during a critical production issue.

Please know that while the Atlassian Community is a great place to share experiences and get help from peers and experts, urgent production-impacting cases are best handled directly through our support portal: https://support.atlassian.com/contact/.

To assist you as quickly as possible, I strongly recommend raising a high-priority support ticket with all relevant details (affected users, timestamps, and error messages, if any). This way, our support team can engage with you directly and investigate the issue.

As for your feedback about the support experience — thank you again for highlighting it. We’re always working to improve our processes, and I’ve made sure to pass this along internally.

Please let me know if you need help raising a ticket or gathering the needed information — I’m happy to assist.

Best Regards,
Egor