How to get a Support? Restore Jira and add Billing

Question

My Jira account was deactivated, and I’m trying to restore it.

There is no direct way to contact support.

I’m trying to follow the instructions, but I’m encountering issues.

* I can’t add a payment card. When I try to fill in the address and click Continue, I get an error:

(Do not translate the block)

Something went wrong
An unexpected error occurred, try again later. If the problem persists, please contact support.

In the console I see:

Error: Relay: Missing @required value at path 'setupIntent.publicKey' in 'stripeProviderSetupIntentFragment'.
    at t.exports (handlePotentialSnapshotErrors.js:69:21)
    at t._throwOrLogErrorsInSnapshot (FragmentResource.js:317:7)
    at t.readWithIdentifier (FragmentResource.js:211:12)
    at t.exports (useFragmentNode.js:21:41)
    at t.exports (useFragment.js:16:26)

Relay: Missing @required value at path 'setupIntent.publicKey' in 'stripeProviderSetupIntentFragment'.

Also, when I try to reactivate the account, I’m redirected to the “Contact support” button, but it sends me back to the same initial self-help instructions — meaning I do not have a button to submit a request to restore my account.

Nikola Perisic · Accepted Answer

Welcome @Aleksei Vechkanov

I've requested help from Atlassian and one of the support engineers should be reaching out in 2 business days.

Benjamin Anderson_hmkrha · Accepted Answer

This error usually means the billing setup flow is broken on Atlassian’s side, not yours. The missing setupIntent.publicKey shows that the Stripe step never receives the required data, so adding a payment method will keep failing no matter what you try.

Since you also get looped back to self-help when trying to reactivate the account, your support access is locked because the account is inactive — which is why you don’t see a “Create a ticket” option.

Here’s the only reliable path:

Go to atlassian support contact us page while logged out.

Choose “Billing, payments & subscriptions” → “Technical issue with billing”.

Select I can’t access my account when prompted.

Submit the request without logging in — this bypasses the loop and goes directly to Atlassian Support.

Mention the Stripe error exactly as shown; they can manually restore your account and fix the broken SetupIntent on their side.

Shalini Pradhan · Accepted Answer

@Aleksei Vechkanov

Good day! Were you able to follow the action plan shared by @Benjamin Anderson to log a support ticket?

Go to atlassian support contact us page while logged out.

Choose “Billing, payments & subscriptions” → “Technical issue with billing”.

Select I can’t access my account when prompted.

Submit the request without logging in — this bypasses the loop and goes directly to Atlassian Support.