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Urgent: Unable to Update Payment Information – Former Billing Admin No Longer with Company

Cheryl Jewer

We are experiencing this exact issue at Revuud.

Our former billing administrator left the company several years ago, and their email account is no longer accessible.

I have access to our Jira subscription and Atlassian administration, but I cannot update our payment information or assign myself billing administrator permissions.

I have repeatedly attempted to contact Atlassian Support, but the process sends me in an endless loop without allowing me to reach someone who can resolve the issue.

I see that an Atlassian employee was able to create a support case for another customer experiencing this problem.

Could an Atlassian employee please create a support case on our behalf and escalate this to the Customer Advocates or Billing team?

We can provide verification of our company's ownership and administrative authority privately.

Accepted answers

Joseph Chung Yin

@Cheryl Jewer

You will need to contact Atlassian Support (https://support.atlassian.com) and request for their assistance. In the community posting channel, we don't work for Atlassian, so we cannot create the support case for your team.

Also, you can look at the Billing/Licensing FAQ in the above page - https://www.atlassian.com/licensing/purchase-licensing#manage-account

where you should be able to update the new billing admin for your account via my.atlassian.com.

Sorry. Hope this helps.

Best, Joseph

All comments

Joseph Chung Yin

@Cheryl Jewer

Also, you can look at the Billing/Licensing FAQ in the above page - https://www.atlassian.com/licensing/purchase-licensing#manage-account

where you should be able to update the new billing admin for your account via my.atlassian.com.

Sorry. Hope this helps.

Best, Joseph

Trudy P Claspill

Hello @Cheryl Jewer

Welcome to the Atlassian Community!

One thing I would add to what @Joseph Chung Yin said is that https://support.atlassian.com may lead you into the Technical support site (https://support.atlassian.com/contact/#). There you would need to select the Billing option which will give you a message to redirect to

https://www.atlassian.com/company/contact/purchasing-licensing?redirectSource=sac-wac-redirect#/

That is the site where you need to log issues related to billing and payment information.

If you are already on that site and still feel like you are going in circles please provide more information about what you've tried. Then we may be able to offer you more specific advice about navigating the site.

Cheryl Jewer

Finally made it there and submitted a ticket. Thanks.

Tomislav Tobijas

For future reference — just to add to the suggestions above: I recently put together a step-by-step guide on contacting Atlassian Billing & Licensing Support.

It includes screenshots of the submission process and explains what to do if you can't find the Submit button or get stuck with the suggested help articles.

Hopefully, it helps! 🙂

Cheers,
Tobi

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