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Could not get past admin support page due to "Sorry, we can't find this Cloud URL."

Claudio Aditya

I am trying to contact support to assist me in admin transfer but I could not get past support page because the page keeps insisting cannot find this Cloud URL.

For context here is my jira cloud url [url removed for privacy] and I have been actively using it since the past 6 months. I need help with:

Our current Organization Admin is on extended leave and unreachable. I
need to be added as an Organization Admin so I can manage our
subscription, user access, and billing.

Accepted answers

All comments

Trudy P Claspill

Hello @Claudio Aditya

Welcome to the Atlassian community.

If you are not an Orgnization admin or Site admin yourself, you will not be able to open a support case with Atlassian technical support.

Instead reach out to the Billing, License, and Pricing team through the following page. They can help your with getting another person granted Organization Admin access. They will need you to provide information they can use to verify that your request is valid and your are a legitimate representative of the company that owns the subscription.

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

Prachi Bolar

Hello @Claudio Aditya ,

Welcome to community

I have raised a ticket on your behalf to our relevant team. You would receive an email for the same.

The team will check your query and help you wth the org admin and billing rights

Thank you,

Prachi

Claudio Aditya

Thanks for the advice! Appreciate the help

Claudio Aditya

Thank you for the prompt response, will be waiting for the email.

TJ McDermott

@Trudy P Claspill , it is understandable if Atlassian wants to limit support tickets to that particular group of people. But it's not understandable that the form response is to say "

Sorry, we can't find this Cloud URL.

See instructions below on how to find your URL.

Instead, tell us we don't have the appropriate permission to submit such a ticket.

THe "we can't find..." response is misleading and only generates further frustration at Atlassian.

Trudy P Claspill

Hello @TJ McDermott

Welcome to the Atlassian community.

I totally agree. And if I worked for Atlassian I would be an advocate for that change.

Unfortunately I don't work for Atlassian. I am just another Atlassian customer, like you. I have no direct ability to change their products.

TJ McDermott

Oh Man, @Trudy P Claspill , I'm very sorry. You spoke with such authority that I thought you were Atlassian staff.

Please forgive my boorishness.

TJ McDermott

@Claudio Aditya , could you please tack a whack at the question? Why can Atlassian not change the error message to something helpful, rather than "the URL isn't valid" when that is not the real problem?

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