Raising a Support Ticket without and SEN

Hi,

My boss left some time ago, before he did he sent an email to Atlassian explaining that he was leaving and that our JIRA Cloud account needed to be moved over to me. They obviously haven't bothered and now we're stuck in limbo.

How can I recover my account? I have tried changing the Admin account to another email and loggin in as that. Can't find any options for SEN of our License. I tried Aliasing his old email to delvier to mine, this didn't work.

The only thing I can think of is to stop paying the bill and wait for them to contact us!!! Not ideal.

Thanks,

Chris

4 answers

1 accepted

2 votes
Ignacio Pulgar Community Champion Oct 17, 2016

Open a help request with Atlassian Support for this:

https://support.atlassian.com/servicedesk/customer/portal/23

As you are using Cloud, you can provide https://<YOURS>/atlassian.net instead of your SEN.

0 votes

If you stop paying the bill, your Cloud system will be shut down, and eventually deleted, although your owner account will be warned about this, it's not a lot of good to you.

My guess is that your old boss sent the email to completely the wrong place.  What he needed to do was raise a support request.  Or better, he should have added you to the Cloud account and then asked you to remove him when he left.

The cheapest trick is easy - go to your my.Atlassian account and create a new evaluation licence.  That will let you put in a valid SEN, then you can raise a proper support request and state what is happening - the url of your Cloud account will be enough for them to at least get your account added as a maintainer of the Cloud system - once that is done, you'll be able to patch up everything else easily.

We were not able to raise a support ticket, due to not knowing the SEN wink

my.Atlassian tells me I have no valid license and I am not entitled to support, every piece of documentation I read states you need an SEN number or use the 'Support Tools Addon' in order to get this. I was not aware of @Ignacio Pulgar solution.

do you have administrator access? I can view the SEN from the System Tab with administrative access .

Where can you see this, I've used the Admin Search option and can't find nothing relating to 'SEN' or 'Support' nor does https://lostmyjira.atlassian.net/secure/admin/ViewSystemInfo.jspa have anything about an SEN neither.

What links do I follow to get there as your documentation on this subject is very unclear.

https://confluence.atlassian.com/support/finding-your-support-entitlement-number-229840018.html

if you are JIRA systems administrator , then Tools - System - License - will show your SEN

My user is a member of both 'administrators' and 'site-admins'.

I have navigated to 'Tools' > 'System' and the word 'License' does not appear on the page.

I am the Primary JIRA Administrator for my Company. I should be able to see everything about our JIRA installation.

Strange !- is it because you are using JIRA Cloud?  Are you seeing other options like - Mail ,Security , User Interface etc???

That's not at all strange.  Cloud has never had that option, you don't need licence details because you're on Cloud.

I didn't know that trick about entering the url for Cloud, sneaky.

0 votes
Eric Snyder Atlassian Team Oct 17, 2016

Hi Chris,

You can reach our Customer Advocate team without a SEN number, and they'll be able to help out. The advocates look after our licensing, pricing, and account management for customers.  The online form to contact them is here https://www.atlassian.com/company/contact/purchasing-licensing

If you've already raised a ticket, there is no need to raise a second issue, and the original one should make it over to the right team.

Cheers,

Eric

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