Request to Update Payment Method for Our Atlassian Organization

Question

Dear Atlassian Support Team,

I am an Organization Administrator for our Atlassian organization. However, I am currently unable to update the payment method or replace the credit card used for our subscription.

At the moment, Ukraine is under martial law, and we have unfortunately lost contact with our other organization administrator, Valeriia Yevtushenko, who appears to be the only person with access to manage the billing account.

As a result, we are unable to update the payment card and, consequently, cannot pay our Jira subscription invoice.

We kindly ask for your assistance in enabling us to update the payment method or otherwise helping us replace the existing payment card so that we can complete the payment and avoid any interruption to our Jira services.

I can provide any information or documentation necessary to verify my identity and my role as an Organization Administrator.

Thank you in advance for your assistance. We would greatly appreciate your prompt support, as uninterrupted access to Jira is critical for our business operations.

Kind regards,

Yuliia Koniuk
Organization Administrator
TATL Technology LLC

Anastasiia Dimnych · Answer

Hi @Yuliia Koniuk,

Thank you for reaching out. Billing discrepancies can be tricky, and we want to make sure your roles and permissions are accurate. Unfortunately, we cannot resolve this via a public forum as it requires sharing some PII.

To resolve this, our Customer Advocate team needs to look at your backend license data. Please create a support ticket here so they can investigate this securely.

When you submit the ticket, it helps to include:

Your URL, SEN, EN or invoice number if you have it.

Describe your request and add a link to this Forum post

This will allow us to assist more effectively.

Best,

Anastasiia

Arkadiusz Wroblewski · Answer

@Marc -Devoteam-

PS: I hit the request assistance button now if that was your intention.

Have a great weekend.

Arkadiusz Wroblewski · Answer

@Marc -Devoteam-

I wasn't even stating that; nonetheless, there's even a possibility to open tickets without logging in on the billing support page.