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Payment rejected attempting to purchase standard plan

Matthew Cavenett

Hello any staff here?

It seems atlassian have no actual support service, and the best I could find running around their maze of "support" pages was to get to the forum

image (100).png

tried three different cards, same result for all. No code or indication of what the error is.

Anyone got any ideas?

Accepted answers

All comments

Trudy P Claspill

Hello @Matthew Cavenett

Welcome to the Atlassian community.

I can flag your post here to raise it to the attention of Atlassian team members, which I will do.

Also you can reach out to the Billing support team through this page:

https://www.atlassian.com/company/contact/purchasing-licensing#/

Matthew Cavenett

Thanks. FYI the page is not helpful

Matthew Cavenett

Thanks, but that page is not helpful

Trudy P Claspill

That page provides a form that enables you to contact the Billing, Purchasing, Licensing Support team if you complete and submit the form. As the problem you are encountering could be considered a Purchasing issue, that would be a team that can help you, don't you think?

Even without that, since I flagged your post Atlassian support should respond within 2 business days.

Matthew Cavenett

Thanks Trudy, but not being able to paste images in to show what I was getting means I can only type "my credit cards were not accepted". Anyway will see if they can find out why their processor is not working, perhaps its black listed by our bank?

Thanks for your time though, sorry for seeming ungrateful, I appreciate your help.

Samuil Enchev

Hi @Matthew Cavenett

Thanks for reaching out.

I've raised a ticket with our Billing and Licensing team on your behalf. Ticket key is CA-4003132. You should receive an email notification in your inbox soon regarding this issue.

I have made them aware of what the issue is and I've also shared the screenshot from this article.

Best regards,
Samuil

Matthew Cavenett

Hi Samuil

How do I check on the progress of the ticket?

Samuil Enchev

Hi @Matthew Cavenett

Thank you for your response.

I tried to raise a Billing & Licensing ticket on your behalf, but at the moment that option isn’t available. With that in mind, you’ll need to submit the request directly to our Billing team. Sorry about the extra step here, and I appreciate your patience.

To submit a ticket:

Go to: Atlassian Support: Pricing, Billing, & Licensing | Atlassian
Select the I’m a customer tab and make sure you’re logged in
Under How can we help you?, select Payments
Under Choose a topic*, select Payment and credit card issues
Enter your related URL, SEN/ENT, or an invoice number (whatever you have available)
Scroll down and click Need more help?
In Your question, include the details of the error (as you shared in this post) and attach any relevant screenshots if possible
Click Submit

If you’re unable to submit the request through that link (for example, you don’t see the Need more help? option or the form won’t submit), reply here with what you’re seeing and I’ll help with next steps.

Regards,
Samuil

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