Re-Activate Jira Collection

Question

Does anyone know of a quicker way to reach Atlassian Support?

Our Service Collection (Jira Service Management) has been deactivated, and we've already raised a Severity 1 (L1) support ticket. It's been over 7 hours, and we still haven't received a response.

At the moment, we're unable to reactivate Jira Service Management ourselves, as the portal directs us to contact Atlassian Support. Any suggestions or escalation contacts would be greatly appreciated.

Trudy P Claspill · Accepted Answer

Hello @ajay

Welcome to the Atlassian community.

Since we are just customers like you (and vendors and partners) we can't do anything to directly assist you with reactivating your subscription.

Did you raise a case through https://support.atlassian.com or Have a question on pricing, billing and licensing?

Why was your subscription deactivated? Your Organization and/or Billing Admins should've received email stating the reason. They should've also received warning messages prior to deactivation stating what the problem was that would lead to deactivation, giving them sufficient time to address it before deactivation occurred.

When was your subscription deactivated?

If it was a billing issue you need to go through the second link I showed above to contact Billing Support. The first link has an option for "Billing, Payments, & Licensing" which redirects you to the second link.

Your post tags indicate that you are using the Standard subscription. Is that accurate? Support for Standard subscriptions is 9a-5p based on your region, with a 2-hour SLA within that timeframe for critical issues. When did you report the issue?

Unfortunately with a Standard plan there is not another option that I am aware of other than the support contact sites listed above. There is not a general access support phone number.

Here in the community, though, as a Community Champion I am able to flag your post to raise it to the attention of Atlassian team members, which I have done. The SLA for response here in the community is 2 business days.

Samuil Enchev · Accepted Answer

Hi @ajay

Welcome to the Community!

I’ve checked our internal records and can see that your Jira Service Management subscription was successfully reactivated today, June 29th.

If you still need help with this, please provide the ticket key (e.g., CA-XXXXX) for your open request. I’d be happy to follow up with the assigned agent to ensure everything is back on track for you.

Best,
Samuil