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How to contact support?

I attempted to use the Atlassian Support Tools in my Confluence instance to create a ticket yesterday for support. Outbound email is functioning, and a test email did work to myself. I received no confirmation of my support case yesterday or today. So I tried to go to https://support.atlassian.com/contact/#/ to open a case. I filled out all the fields, but it can't find my SEN. I am pretty sure my SEN is valid because my contract is not expired. I got "Sorry, we can't find this SEN". I tried it with and without the SEN- prefix. Is there a problem with Atlassian right now? I'd love to get support on my original issue.

1 answer

0 votes
Andy Heinzer Atlassian Team Feb 27, 2018

Hi,

I am not aware of any problem with creating a support case on our site at the moment.

For Confluence you should be able to use the SEN there, provided it is still listed as not expired.  If it is expired, or your license is a starter license (10 user limit), then your support request would actually be directed here to Community.

Our Community site is another form of support, however it is not a private, 1:1 support that our standard support offerings entail.  

Alternatively you should be able to login to your https://my.atlassian.com in order to make sure that you have the correct SEN number.  Both the billing and technical contact on your account will have access to the SEN and the license key.

It is expected that you would enter this with the prefix 'SEN-' and then your number.   Another possibility is that the license in your Confluence application could have expired, but the application would still work.  You would just be denied the ability to upgrade that application and the ability to obtain standard support from that instance until such time that the active license is applied.  This is more common than you think since many installations continue to use the expired license until they want to upgrade or need support.

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