J Conners August 5, 2023

Suddenly I am thrust into the alleged "new" billing engine--which looks like a relic from a 1990s legacy accounting system.

I look at my subscriptions -- only free products listed.

I look at my quotes -- NONE

My Jira Software, Compass, Jira Service Management, Confluence, accounts are listed NO WHERE in this alleged billing engine.

And yet, I get an email saying my bill will be MORE THAN DOUBLE this month. For days, I have been scrambling to find out what the increase is related to and to make any necessary adjustments.  I cannot SEE anything.

How do I find the billing preview BEFORE they bill me? There are not open quotes, no list of subscriptions with an amount more than zero listed.



5 answers

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Anusha Rutnam
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 6, 2023

Apologies for the confusion everyone, we are actively investigating this bug: CLOUD-11644 Billing preview not displaying all products at org and site level

1 vote
Darius August 5, 2023

@J Conners 
Atlassian Support has confirmed identification of a problem causing admins like us to not be able to see an accurate view of products we pay for, billing/invoice history, saved billing information, etc. 

They're actively working on it and I would expect a quick resolution. 

Theres a 'mini workaround' that allows you to access the billing preview for a couple of seconds before the URL redirects itself to

  1. Go to the license portal:
  2. Look for the SEN ID of the organization/instance associated with the billing account you're trying to access (you might only have one)
  3. Expand this SEN ID and look for a URL to the right of the Address Details that says Manage subscriptions and click this link.

When I do this, I'm able to see that everything is still there. 

Im sure they will have this fixed before Monday. 


I would strongly encourage you to open a support ticket with Atlassian so they can help disambiguate any billing concerns and help you remediate unintended overages. I've found them to be consistantly responsive and always friendly. 

Atlassian Support

1 vote
Darius August 5, 2023

What I thought was an isolated problem with our admin portal appears to be more wide spread. 

Our billing portal isn't enumerating any of our paid products or addons and appears to have 'lost' past invoices, our billing information, etc. 

Im sure its linked to some kind of backend update. Hopefully they get it sorted out quickly.

J Conners August 7, 2023

The answer is they bill you and THEN you find out what you got billed for..

0 votes
J Conners August 7, 2023

The answer is they bill you and THEN you find out.

0 votes
Stephen Wright _Elabor8_
Community Leader
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August 5, 2023

Hi @J Conners 

Perhaps best to contact Atlassian directly for billing queries, as they'll have better access to this information.

Contact them via this link:


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