Atlassian is rolling out a new billing engine for cloud

[#1]

Update June 14, 2024: the below information is out of date, click here to read the most up to date FAQ.

We’ve officially started rolling out a brand new billing engine for Atlassian Cloud products that will eventually replace the system that handles your billing and invoicing needs today.

A billing engine built entirely for you.

The new cloud billing engine improves how you interact with billing and subscription management at Atlassian. Admins will now have access to a refreshed interface that unifies the management of cloud subscriptions, billing and invoicing across all Atlassian’s cloud products, while also introducing a new invoicing model, giving you enhanced flexibility to group and pay for sites in the way that best suits your business needs.

It’s unified.

The new cloud billing engine is currently active, and we are using a phased two-pronged approach that we’re rolling out in phases across customers and products. We will alert you when you are ready to be migrated.

NEW BILLING ENGINE READY Product billing supported: Jira Software, Jira Service Management, Jira Work Management, Confluence, Atlas, Compass, Jira Product Discovery, Marketplace Cloud editions supported: Free, Standard, Premium.

NEW BILLING ENGINE PENDING Product billing in the works: Access, Trello, Bitbucket, Jira Align Cloud editions in the works: Enterprise.

What to expect in the new billing experience

After your site is migrated, you’ll see a few key differences in the experience for all billing and subscription management-related activities.

• A new billing experience within Atlassian administration to:

  • View and manage cloud subscriptions

  • Add or remove payment methods

  • Add or remove billing addresses

  • View pricing estimates

  • View current and historical invoices

• The ability to manage payments, invoices, and subscriptions under a customer billing account

• A new, expanded “Billing Administrator” superuser role granting full privileges and billing permissions within the account

Please note, this change will not affect your current access to sites, subscription set, or product cost. Additionally, your users' product use will not be interrupted.

Curious about how this change will affect you? Learn more here or reach out to one of our advocates for support.

xo

Elizabeth

[Dan Breyen]

Is this information being sent to Atlassian customers by any other means than this post?  Just wondering if I need to let my company know.

[Elizabeth Miller]

@Dan Breyen emails do go out to customers right before migration which includes similar information. So Admins will be notified when the time comes. 

[Jesse Randhawa]

I have recently asked for quotes for my customers and in order to get a quote they must do this cloud to cloud migration which is a massive undertaking for customers with no real benefit from their point of view. I have asked two of my customers to do this, and they would rather not. 

Why would they risk losing their information and having to rebuild it on a new cloud site? The import/export have limitations and the customer will have to build certain processes from scratch. Is there compensation for the customer if they will need to pay for professional services to help them migrate to the "new" cloud site? 

[Stéphane Veraart]

"The ability to manage payments, invoices, and subscriptions under a customer billing account"

Hi @Elizabeth Miller

what does the new billing engine actually do and/or add in terms of payment? Other payment options, such as pay on account or will the payment methods stay the same?

[Keri Miriello]

@Jesse Randhawa cloud migrations (whether from Server or DC to Cloud) is part of a different initiative. I suggest you raise a ticket with our support team, who will be happy to assist and help you and your customers with the issue you've raised here in the comments. 

https://www.atlassian.com/company/contact/purchasing-licensing 

[Keri Miriello]

@Stéphane Veraart payment methods do not change in the new billing engine, however the change is more focused on an account-based model vs. site/contact based model. Future state allows our customers to have multiple sites attached to one bill, vs. paying for one site <> one invoice. 

More information and documentation is coming soon. If you have any other questions, please feel free to ask here or reach out to support. 

[Michael Ziegler]

hello,

i hope "simple" question: how do atlassian count the users during payment period?

e.g. if i add and remove users during this period?

how will they counted? average of the users during the period?

BR

Michael Ziegler

[J Conners]

This billing engine switch is a nightmare... I have no idea what I'm being billed for before I am billed. I cannot get a clear view from anywhere .. and support responses is ridiculously slow.  This is a big FAIL Atlassian.

[Aaron Jurrens]

I'm getting billed for Jira Product Discovery, but cannot pull invoices for it and there is no clear documentation on how to do so. The closest I get in the Billing section of my site is a 'Next price estimate'. Nothing is listed for JPD at my.atlassian.com.

[Fanny Tastet]

Honestly I am usually a big fan of Confluence and I usually see the point of the evolutions, but this one I really don't understand. 

In my job, I have to create some Confluence sites for my customers, copy some stuff on it, and then I ask my customers to delete my account and I let them deal with the site, like upgrade it, pay for it and so on. 

This is an absolute nightmare with this new billing experience... first, when I create a new site, it is added completely randomly to one of my 3 billing accounts (I have no idea why I have 3). Then, if I add my customer as an Admin on his site and ask him to delete my account, well... I am still billing admin for this site, which doesn't make any sense. 

The only way to change that is to go to the right billing account, add this customer as billing admin, and delete myself. But... as I said ealier, I have to create several sites and they are randomly put on one of my 3 billing accounts ^^ so if I change the biling admin, it will be also changed for the other sites that happen to be for actually no reasons in the same billing account :'( 

Very very frustrating... actually asked the support if I can go back to the old way, I know there is no chance, but I am being a bit desperate right now....

[Lianne Geerlings]

@Fanny Tastet you can ask for a reversed migration to put it back to the old way, but eventually they will move all customer to the new billing set up.

[Fanny Tastet]

Thanks @Lianne Geerlings , I asked them but it is not possible :'( 

[Hailin Test]

Not happy with the new billing engine. 

Bills for prod and sandbox are mixed together, not user friendly.

[Hailin_Zhang]

The new billing engine brings lots trouble to us.

We have a quote over $7000 but cannot generate invoice from it. Atlassian support told me that we are with Net 30, but in the system we are with Net 14. Tried to apply for Net 30, it asks for tax id.

Why make this so complicated? I prefer the previous quote/invoice which is easy to process by our finance team.

[Hailin Test]

Key issues of the new billing engine:

1. No Price Estimation on new billing engine:
   • Previously, the billing view page displayed price estimates for upcoming renewals, which was very helpful for financial planning. Atlassian support has confirmed that this feature is no longer available for annual subscriptions on the new engine.
2. Mixed Display of Products on new billing engine:
   • On the new billing engine, Atlassian products and third-party plugins for both production and sandbox environments are displayed on the same page without any option to filter them. Atlassian support suggested creating separate billing account for sandbox environments, which is inconvenient and not user-friendly.
3. Invoice Extension Complexity on new billing engine:
   • Process for extending invoice due dates is unnecessarily complicated which involves deactivating and reactivating your instances, which would result in downtime. This is a common financial request, and it should be handled simply.
4. Invoice due date overwrites next Billing date
   • The "Next Billing Date" displayed on the billing review page is no longer functional. Instead, the invoice due date is in charge. If the invoice is not paid before the due date (even if the due date is earlier than the next billing date), your instance will be deactivated. This behaviour is both confusing and unacceptable.

I provided above feedback to so called Atlassian "Enterprise advocate" and "Customer Success", while  it is disappointing to their lack of basic email manners and they didn't reply with a simple thanks.