Have you ever tried contacting Atlassian's Billing & Licensing Support team, only to find yourself going through help articles, AI-generated suggestions, and forms without an obvious Submit button?
Well, you're definitely not the only one! 😅
I've come across quite a few questions in the Atlassian Community about refunds, unexpected charges, subscription cancellations, and account-related issues where people simply couldn't figure out how to submit a support request.
So, I thought I'd put together a quick guide!
This applies to multiple Atlassian products, including Jira, Confluence, Trello, Loom, and others.
Before contacting Support
Depending on your issue, you might be able to resolve it yourself without submitting a support request.
How to submit a Billing & Licensing support request
1. Open the support portal
Visit Atlassian's Pricing, Billing & Licensing Support portal.
I'd recommend signing in with your Atlassian account, as this helps Atlassian identify your account and associated products. However, signing in isn't mandatory, and you can continue without it.
Signed in (recommended) | Not signed in |
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You'll be greeted by name and can proceed directly to selecting your request category. | Select I'm a customer (or any other option), then click Continue without logging in (or Log in if you prefer). |
2. Select your request category and topic
This part is usually pretty straightforward. Under How can we help you?, choose the category and topic that best match your issue, such as Payments → Request a refund or Your Account → Cancel cloud subscription.
From here, the next steps may vary slightly depending on:
- the category/topic you selected
- whether you're signed in or continuing without logging in
Below is one example using the same selection (Payments → Request a refund).
As you can see, the flow may look a little different depending on whether you're signed in or not.
Signed out example | Signed in example |
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URL, EN or invoice number is optional | URL, EN or invoice number is required |
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3. Continue through the self-help resources
Instead of a Submit button, you may be presented with Self-Help Resources containing suggested solutions to your issue.
I'd definitely recommend reviewing these first! 👈
If the suggestions don't resolve your issue, look for Need more help? below the suggested solutions.
4. Use the AI assistant to reach Support
An AI-powered chat assistant may appear. You'll need to enter your question at least once and wait for the AI assistant to respond before you can proceed.
I'd recommend reviewing the suggested solutions first. However, if they don't resolve your issue, look for the Need Help? Submit a Support Request button, which should appear after the AI responds.
5. Submit your request! 🎉
Finally, review the information you've provided, complete any remaining required fields, attach relevant files if needed, and click Submit.
If everything goes well, you should see a Message sent confirmation, indicating that Atlassian has received your request.
You should also receive an email confirmation containing your support request number (e.g., CA-1234567) and a link to view your request.
Depending on the request, the email may come from Customer Advocates (advocates@atlassiansupport.atlassian.net). Be sure to check your spam/junk folder if you don't receive it.
Also, for reference, here's an example of what the complete support request form may look like:
That's it! You've reached the actual support request process.
What if I still can't submit a request?
If you're stuck, here are a few things to try:
- Check that all required fields are completed.
- Try another browser or a private/incognito window.
- If you're experiencing issues with the form, try logging out of your Atlassian account completely and submitting the request without signing in. Sometimes, the logged-out flow works better, as the available fields and submission process may differ.
A few common questions
Common examples include refunds, subscription cancellations, unexpected or duplicate charges, missing invoices, incorrect user counts, and account deletion issues.
Include the product, site URL or Workspace, a brief description of your issue, any relevant error messages, and invoice or transaction references, if available.
Final thoughts
I hope this helps anyone who has been struggling to reach the Billing & Licensing Support team.
I've personally shared variations of these steps in quite a few Community replies, so I figured it was about time to put everything in one place. 😅
And, of course, Atlassian's support interface may change over time. If you notice that any of the steps above no longer match what you're seeing, feel free to leave a comment so I can keep this guide updated.
Cheers,
Tobi
