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No response to support ticket from Atlassian Billing Team

Anna Denysko

Hi Community,

perhaps someone can help us please with some information.
We opened a support ticket on October 1, 2026, but haven’t received a response from Atlassian Billing Team yet.
The situation is becoming critical for us, as our trial versions (Jira and Confluence) expire this week and we could lose all our test data and configurations. We’ve requested a 60-day extension so we can complete important tests.
We’d like to migrate to the production environment by the end of November, but we haven’t finished all the Preproduction tests yet.
Could someone please help us? Maybe someone from the Community could forward this to customer support or the finance department? Our ticket number is CA-4260733

Thanks in advance.

Best regards

Anna

Accepted answers

Violeta Tuncheva

Hi @Anna Denysko,

I apologize for the delays you've experienced.

I have located your support ticket and escalated it to our Billing team for expedited review.

Our Billing team is currently handling high request volumes, but I've highlighted the urgency of your extension request so a team member can follow up directly in your ticket as quickly as possible.

Best regards,
Violeta

All comments

Nikola Perisic

Welcome @Anna Denysko , I can help you with redirecting to Atlassian support. Since I am not from billing team nor working for Atlassian.

Anna Denysko

Thank you @Nikola Perisic .
Our ticket is - CA-4260733.

Violeta Tuncheva

Hi @Anna Denysko,

I apologize for the delays you've experienced.

I have located your support ticket and escalated it to our Billing team for expedited review.

Our Billing team is currently handling high request volumes, but I've highlighted the urgency of your extension request so a team member can follow up directly in your ticket as quickly as possible.

Best regards,
Violeta

Anna Denysko

Thanks a lot @Violeta Tuncheva . We received reply from Atlassian Support and partially request was done. We are in contact. That makes us very happy.

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