New Billing Admin/Departed Billing Admin

Question

Our former Billing admin has left the company and we need to update the billing information so we don't lose service.   We do have access to the former e-mail but not 2FA.  Tried requesting Billing access for next Admin, but the approval process keeps erroring stating to try later.  Also tried access former Admin account, able to change password but not access 2FA.

Any ideas on how to proceed?

Gor Greyan · Answer

Hi @Carrie Rutherford

Welcome to the Atlassian Community!

I would recommend contacting Atlassian Support directly.

They can verify your organization's ownership and help update or recover the Billing Admin access. Trying to recover or bypass the former employee's 2FA would not be the appropriate route.

You can raise the request here.https://support.atlassian.com/contact/

Regards,
Gor

Jovânio Junior · Answer

Hi Carrie – Welcome to the Atlassian Community!

Since the former billing admin has left and you can’t complete 2FA, I wouldn’t keep trying to access that account.

Atlassian’s guidance is that if all billing admins are unavailable, you should contact Atlassian Support and ask them to add a new billing admin after they verify your ownership or administrative authority.

If you already have an Organization Admin, that still isn’t enough to change payment methods or add/remove billing admins — those actions require the Billing Admin role.

I’d open a support request and include:

the site/organization URL;
the former billing admin’s email;
the new admin’s email;
confirmation that the former employee has left;
and mention that the billing-access approval flow is currently failing.

Once Support verifies the request, they should be able to help restore billing access without relying on the departed user’s 2FA.