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Can't log onto my Atlassian account (as an admin and billing contact)

Jerome CLAMAGERAN (TechAndTrust)

I am a client with active subscription

I am th admin and billing contact

I needed to update my credit card in order ro proceed with the payment of my last invoice (with number starting as IN-EU-001-861-XXX)

I was not able to update my credit card information : "you need permissions ; ask your admin" (I AM the admin!!!)

I can't no more log in to my account (tried many things and created more shit than results)

I can't open a ticket on support (can't log in)

billing@atlassian.com automatic email reply says I need to open a ticket

I AM STUCKED !!!
Can anyone help me get in touch with technical support ?

Thank you

[Personal information removed as it is against community guidelines ]

Accepted answers

All comments

Mikael Sandberg

Hi @Jerome CLAMAGERAN (TechAndTrust),

Welcome to Atlassian Community!

You can contact the Billing team by going to https://support.atlassian.com/contact/#/ and from the dropdown select Billing, payments, and pricing and it will be directed to the right team.

Screenshot 2025-09-03 at 8.18.45 AM.png

Jerome Clamageran

Hi Mikael,
Thank you for your kind answer
Unfortunately I already tried that path but it doesn't allow me to create a ticket neither for a technical issue (need authentication) nor for a billing issue (error when submitting request form) . As I can't log in to access the support with my organization account, I tried with another newly created account)

Technical issue path : see img1

Billing issue path:
It leads to an error, whatever the content I put in "your question" ; see img2

Any idea ?
Thanks !

Jerome Clamageran

Does anyone know at Atlassian that the contact form at Atlassian Support: Pricing, Billing, & Licensing | Atlassian is not working at all ("Something went wrong, please try submitting your request again.")?

Thank you

SilkeS

Hi @Jerome CLAMAGERAN (TechAndTrust) ,

Thank you for reaching out. I have escalated your issue. Someone should be in touch with you soon.

Jerome Clamageran

Thank you so mucj SilkeS !!

Jessica

Hi @Jerome CLAMAGERAN (TechAndTrust)

I hope you are doing well, besides the issue with the credit card.

It seems like the account you used to open this question is not an admin on your active subscription for te*******.atlassian.net.

That said, my recommendation in this case would be trying to confirm if you have another email address/Atlassian Account, since there are other billing/site-admin contacts registered in the site.

Alternatively, you can also ask other site-admins if they can see which email address are in the admin.atlassian.com > Directory of the site, to see the site-admin/org-admin registered there and open a support ticket on your behalf, to continue.

About the not able to open a ticket with our billing and licensing team, that is weird, as it seems to be working.

Please try again creating it, but opening the link on a incognito window.

With the billing team, you should be able to open a request directly, without a site-admin to do it on your behalf, but they are likely to ask you the billing contact or site-admin registered address to approve any actions.

Let me know if that works!

Jessica

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