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We are struggling to get support on buying additional licenses

Samih

Our BAU activity has effectively come to a halt due to insufficient licences. For the past seven days, we have been trying to purchase additional licences and have raised multiple tickets, but have received no response.

It is genuinely shocking that a straightforward request to purchase additional licences can leave a customer unable to continue normal operations for seven days without any meaningful support or resolution. What options do we have to get this resolved urgently? At this point, other than continuing to chase support, we are being left with little choice but to start considering an alternative ticketing platform for the longer term.

Accepted answers

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Nikola Perisic

Welcome @Samih

I feel your frustration, especially when you are blocked with needing the additional licenses. What is the most I can do is I escalated this to Atlassian support and someone from the Atlassian team needs to answer this thread.

Samih

Thank you @Nikola Perisic . Really appreciate your help.

I also completed the CEO feedback form in the hope of getting some support. Unfortunately, the only response I received was a subscription to marketing emails. The irony is that I’m actually trying to give Atlassian more business by purchasing additional licenses, but have been unable to get a response.

Arkadiusz Wroblewski

Hello @Samih

For monthly Jira Cloud subscriptions, additional users can normally be added directly through Atlassian Administration. Billing adjusts automatically, without purchasing licenses separately.

https://support.atlassian.com/subscriptions-and-billing/docs/manage-users-and-user-tiers/

Are you using Cloud or Data Center, and is your subscription monthly or annual? That makes a difference.

Best,

Arek🤠🧙‍♂️

Chris.Pearce

Hi Arek,

Thanks for your info above, when I tired this I get a prompt advising to speak with Support.

Once we have done that we enter the loop of not getting a response.

Arkadiusz Wroblewski

i already flagged this post. Hope you get support.

Samih

Thank you @Arkadiusz Wroblewski . We will update this post once we get any attention from Atlassian.

Samuil Enchev

Hi @Samih,

Thank you for reaching out.

I managed to find two tickets opened by you and one is awaiting your response since evening of Oct 20th. Please see ticket CEO-20382 and provide the requested information, so the assigned agent can assist with a quote for additional licenses.

You can search the ticket key in your email inbox or spam to find the ticket link.

Hope this helps!

Best,
Samuil

Samih

@Samuil Enchev Thank you for your response. I was able to find the CEO -20380 notification and have updated it by providing our URL as well as email address. Shall appreciate if you can have it fast-tracked so we can have the licenses today. Thank you

Samuil Enchev

Hi @Samih,

It's actually CEO-20382 where the quote communication is going on and I see there's development there since your last comment. Please use that ticket as the communication channel for this request.

Best,
Samuil

Samih

Want to thank all who supported in resolving this issue. We don't have the licenses as yet, but the ticket is on fast track. Thank you

Arkadiusz Wroblewski

Great to hear that :)

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