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Paid account. How do I get tech support?

When I go thru the top half of the questions for a tech support request, it terminates me in a 'explore the community' box. 


How can I get the ticket system to recognize I have a paid account and want tech support?

3 answers

1 vote
Theodora Boudale
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Mar 13, 2023

Hi @cmlawson and welcome to the community!

The billing plan of your workspace has been downgraded to free because there was an issue with the payment. This is the reason why the attempt to create a support ticket sends you to the community.

If a workspace's billing plan gets downgraded to the free one, then it needs to be upgraded by one of the admins.

If the issue with the credit card on file for Bitbucket Cloud has been resolved or if you updated the payment details to use a new credit card, you can upgrade the billing plan of your workspace the following way:

  1. Go to the workspace's Settings
  2. Select Plan details
  3. Select Upgrade plan

Once the plan is upgraded, you should be able to raise a ticket with the support team. If you face any issues, please feel free to let me know.

Kind regards,

0 votes
Michael Napl
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
Sep 10, 2023

@Theodora Boudale I have the same issue. 

I have TWO confluence sites (accidentally created two, upgraded one, but the support portal only ever defaults to the 'free' site with no ability to change which site I'm on anywhere!

This is frustrating as hell. It 'almost' seems deliberate to reduce amount of tickets. 

Cannot also find anywhere to delete the free cloud site so that I only have the paid version. 

These things should really not be that complicated. 

Shannon S
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Sep 11, 2023

Hi Michael,

Good afternoon! I hope you're doing well. I'm Shannon, and I'm with the Confluence Cloud support team. My colleague Theodora flagged this with me.

I want to raise a ticket on your behalf to help figure out why the support portal defaults to the free site and why you can't delete the free site.

I'll start that process now. Please check your email in a few minutes.

I will speak to you soon!

Shannon S | Confluence Cloud Community support

0 votes
Robert Wen_ReleaseTEAM_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Mar 10, 2023

Hello @cmlawson ! Welcome to the Atlassian Community!

Can you show what you select when they ask you "What product is this for"?  I've supplied an example when I go to the support portal:

Screenshot 2023-03-10 at 9.15.01 AM.png

BitBucket cloud. I'm using the Saas and not an install on our servers.

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