Can't Contact Atlassian Support

Question

We have a Jira issue, so we wanted to contact support.  However, after going to the support page at https://support.atlassian.com/contact#/ and fill out the dropdowns, we got to the put in your org's url field, which we put in: <our_org>.atlassian.net.

We then got: Sorry, we can't find this Cloud URL.

Really confusing because the url is exactly what we use to get to our Atlassian site.

Anyone had similar issue before? How do we contact support in this case?

Arkadiusz Wroblewski · Answer

@alex_li

To add input for @Trudy P Claspill Answer, The idea behind this model is to keep requests structured and routed through the appropriate internal contacts, such as power users, product admins, or site/org admins. That helps avoid a situation where individual users submit requests directly and bypass the company’s internal admin or support path.

Trudy P Claspill · Answer

Hello @alex_li

Welcome to the Atlassian community.

The average end user of a Jira instance will not be able to create a support case.

An Organization Admin will be able to create a support case for your site. A Site Admin also will be able to create a support case. There may be other levels of administrators and contacts that can create a support case, but users in those two roles should definitely be able to create one.