Hi all, Just wondering if anyone else is currently having trouble getting a response from Atlassian Support. We’re a not-for-profit organisation in Australia and have already been approved under Atlassian’s Social Impact program. Our Confluence Cloud Premium subscription has been successfully set up at $0 annually for up to 25 users, and Atlassian Support previously confirmed that Atlassian Guard Standard could also be covered under the Social Impact arrangement. We were instructed to: * start the Guard Standard trial * provide the entitlement ID * request a $0 annual quote * have the Social Impact discount manually applied We’ve done all of that. The issue is that our Guard trial ends on 22 October 2026, and we still haven’t had a meaningful response from Support despite: * raising support request PCS-3855604 * following up on that request * raising another support request * trying Live Chat multiple times - it never loads, says no one is available to answer you right now after a while of waiting * being told the request needed to go to Billing / Social Impact We’re holding off on configuring Microsoft Entra ID SAML SSO, SCIM provisioning and RBAC because we don’t want to build our identity configuration on a trial that could expire. At this point we only have around 10 days left on the trial, so I’m getting a bit concerned about the lack of response. Has anyone else experienced similar delays with Atlassian Support recently, particularly around Social Impact or billing requests? Also, does anyone know the best way to escalate a billing/licensing request when tickets are sitting unanswered and Live Chat isn’t connecting to an agent? Thanks, Nick

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No response from Atlassian Support on Social Impact / Guard licensing – anyone else seeing delays?

nick.thomson

Hi all,

Just wondering if anyone else is currently having trouble getting a response from Atlassian Support.

We’re a not-for-profit organisation in Australia and have already been approved under Atlassian’s Social Impact program.

Our Confluence Cloud Premium subscription has been successfully set up at $0 annually for up to 25 users, and Atlassian Support previously confirmed that Atlassian Guard Standard could also be covered under the Social Impact arrangement.

We were instructed to:

start the Guard Standard trial
provide the entitlement ID
request a $0 annual quote
have the Social Impact discount manually applied

We’ve done all of that.

The issue is that our Guard trial ends on 22 October 2026, and we still haven’t had a meaningful response from Support despite:

raising support request PCS-3855604
following up on that request
raising another support request
trying Live Chat multiple times - it never loads, says no one is available to answer you right now after a while of waiting
being told the request needed to go to Billing / Social Impact

We’re holding off on configuring Microsoft Entra ID SAML SSO, SCIM provisioning and RBAC because we don’t want to build our identity configuration on a trial that could expire.

At this point we only have around 10 days left on the trial, so I’m getting a bit concerned about the lack of response.

Has anyone else experienced similar delays with Atlassian Support recently, particularly around Social Impact or billing requests?

Also, does anyone know the best way to escalate a billing/licensing request when tickets are sitting unanswered and Live Chat isn’t connecting to an agent?

Thanks,
Nick

Accepted answers

nick.thomson

Hi @Samuil Enchev

Just following up as requested. It's now Monday 19 October and unfortunately we still haven't received a response from Atlassian Support.

Our original Guard licensing request was raised on 22 September, so we're now approaching four weeks without a resolution.

The main tickets are:

CA-4246040 – Guard Standard Social Impact licensing
PCS-3855604 – Follow-up billing/licensing request

Our Atlassian Guard Standard trial expires this Thursday, 22 October, so we're now down to just three days.

We're still waiting for Billing to apply the 100% Social Impact discount and convert Guard Standard to an annual subscription, as previously confirmed by Atlassian Support.

This is holding up our Microsoft Entra ID SAML SSO, SCIM and RBAC implementation as part of our Confluence Cloud migration.

Are you able to escalate this internally as you offered?

Really appreciate your help.

Thanks,
Nick

All comments

Arkadiusz Wroblewski

Hello @nick.thomson

Sorry to hear that!

This is a peer-to-peer Community, not an official Atlassian Support channel, so we can't access or escalate support tickets.
I'd recommend contacting "Purchasing & Licensing" https://www.atlassian.com/company/contact/purchasing-licensing referencing your existing ticket and requesting a trial extension.

I also flagged this post to get attention from Atlassian Support.
Hope this gets resolved soon!

Best,

Arek🤠🧙‍♂️

nick.thomson

Thanks Arek, appreciate you flagging it. Unfortunately that’s the path I’ve already been using.

I originally went through Purchasing & Licensing for the Social Impact setup, and Atlassian Support confirmed that Guard Standard could also have the Social Impact discount applied.

I then raised PCS-3855604 specifically with the licensing/billing details, including the Guard entitlement ID, requested annual billing, the 100% Social Impact discount, and the request for the $0 annual quote. I’ve also followed up on that ticket and tried Live Chat a couple of times.

The issue is that the ticket has just been sitting there without a response, which is why I ended up posting here.

Good suggestion on asking for a trial extension though, I’ll add that to the request as well given we’re now getting close to the trial expiry.

Thanks again for flagging the post to Atlassian Support!

Arkadiusz Wroblewski

So please wait, after flagging support normally responds within 2 business days.

Tomislav Tobijas

Just to chime in here — unfortunately, there appear to be some significant delays when it comes to billing- and licensing-related issues/tickets. What Arek already did will probably do the trick, as the forum support team should be able to escalate the issue internally. 🛎️

Regarding the deadline itself, I am/was in a similar situation and I do believe the team has some kind of 'due date' filter as they usually respond within 24 hours of your actual renewal or end dates, although that's just how I see it. 👀

Not an ideal support experience 😕, but hopefully they will get in order within a couple of weeks or so.

All in all, if no one replies here or on your PSC ticket, feel free to ping again here and we'll see what we can do.

Cheers,
Tobi

Samuil Enchev

Hi @nick.thomson,

If you are experiencing delays on your Customer Advocate (CA) requests, please note that we have recently completed a scheduled system migration. This has resulted in temporary delays across ticket queues.
What to expect:

Existing Tickets: Your request is in the queue and being handled.
Urgent Requests: Critical or blocking issues are being prioritized by the team.

We appreciate your patience while we restore standard response times.

If you do not receive a response by Monday 10/19, please ping me and I will escalate your case.

Best,
Samuil

nick.thomson

Thanks @Samuil Enchev and @Tomislav Tobijas , appreciate the update and the offer to escalate if needed.

For context, the Guard licensing issue has now been going on for around three weeks which seems excessively long.

The main requests involved are:

CA-4246040 – Need help with Social Impact licensing for Atlassian Guard Standard, raised 22 September 2026
PCS-3855604 – Follow-up support request for the same Guard Standard Social Impact licensing issue

There were also two earlier Social Impact / licensing cases that led up to this:

CA-4112816 – Social Impact license request for CPL, handled by Alexandru
CA-4110865 – Purchasing and Licensing request, handled by Keneen C.

In those earlier cases, Atlassian confirmed that our Confluence Premium subscription could be provided at $0 annually for up to 25 users under the Social Impact program, and we were also told that Atlassian Guard Standard could have the Social Impact discount applied, they were very helpful on those tickets and would reply in less than a day. We are a not-for-profit charity in the disability sector so we are grateful for their help

We followed Atlassian’s instructions to:

start the Guard Standard trial
provide the Guard entitlement ID E-454-2V4-CWQ-HCM
request an annual $0 quote
have the Social Impact discount manually applied

We’ve since followed up on the tickets, tried Live Chat, and raised the issue again through the licensing/support path.

The main concern now is timing, as our Atlassian Guard Standard trial expires on 22 October 2026, so we only have around 9 days left.

We’ve deliberately held off on configuring Microsoft Entra ID SAML SSO, SCIM provisioning and RBAC because we don’t want to build out our identity setup on a trial that may expire before the Social Impact licence is applied.

Thanks for explaining the migration-related delays. I’ll give it until Monday as suggested, and if there’s still no response I’ll ping you here for escalation.

Appreciate the help.

nick.thomson

Hi @Samuil Enchev

Just following up as requested. It's now Monday 19 October and unfortunately we still haven't received a response from Atlassian Support.

Our original Guard licensing request was raised on 22 September, so we're now approaching four weeks without a resolution.

The main tickets are:

CA-4246040 – Guard Standard Social Impact licensing
PCS-3855604 – Follow-up billing/licensing request

Our Atlassian Guard Standard trial expires this Thursday, 22 October, so we're now down to just three days.

We're still waiting for Billing to apply the 100% Social Impact discount and convert Guard Standard to an annual subscription, as previously confirmed by Atlassian Support.

This is holding up our Microsoft Entra ID SAML SSO, SCIM and RBAC implementation as part of our Confluence Cloud migration.

Are you able to escalate this internally as you offered?

Really appreciate your help.

Thanks,
Nick

Samuil Enchev

Hi @nick.thomson,

Thank you for following up.

I just checked and sometime after your comment the CA-4246061 ticket was assigned and is now being processed by the assigned agent.

If you need assistance with anything else, please let me know!

Best,
Samuil

nick.thomson

Hi @Samuil Enchev ,

Just wanted to close the loop on this one. Good news, a team member from Atlassian Commercial Operations picked up our request yesterday and has now converted Guard Standard to an annual Social Impact subscription.

I've checked the billing portal this morning and can see Guard Standard is now showing as annual, alongside our existing Confluence Premium subscription. The $0 invoice has also been generated.

After almost four weeks of trying to get this resolved, it's great to finally have some progress, especially with our trial due to expire on Thursday.

Thanks again for offering to escalate this and for explaining the recent support delays. Really appreciate the help from you and the other Community Champions!!

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