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JPD Billing Issues - Can't open support ticket, incorrect count of paid users

Deleted user September 13, 2023

Hi JPD team, I'm posting here due to our account not being able to create a support ticket for JPD, though I think we should be able to. Please let us know how best to help resolve the following two billing related issues.

We've gone through the instructions to switch from a beta to a standard plan:

https://community.atlassian.com/t5/Jira-Product-Discovery-articles/ACTION-REQUIRED-how-to-move-from-Beta-to-the-Free-or-Standard/ba-p/2355268

https://community.atlassian.com/t5/Jira-Product-Discovery-articles/Read-this-if-you-re-a-site-administrator-and-just-added-Jira/ba-p/2385379

However when going to the support page (https://support.atlassian.com/contact/?postauth=true#/)  to create a ticket, and we enter our domain, we're not allowed to create a support ticket. Domain is https://ipfabric.atlassian.net/ We'll need help in figuring out why this won't work!

Second, we have users who we don't think should be billable (Contributors), but seem to be counted as billable users. I'm happy to provide more detail and screenshots, but not in a public forum, so hence need to solve the first problem first!

 

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1 vote
Tanguy Crusson
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 14, 2023

Hi Pete, I'm not sure why you aren't able to raise a support ticket, that's weird. Let me ask the support team. 

In the meantime, you can raise a support ticket directly from JPD:

- Left sidebar: Give feedback

- Select "get help from the support team"

That will create a ticket with support. 

Before you do, it might be good to look at the following first: https://community.atlassian.com/t5/Jira-Product-Discovery-articles/Read-this-if-you-re-a-site-administrator-and-just-added-Jira/ba-p/2385379

Usually it's about a group having product access, or because you have trusted users. 

Tanguy Crusson
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 14, 2023

Ha, @Barbara Larioli got there before me 🙂

Like Barbara Larioli likes this
1 vote
Barbara Larioli
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 14, 2023

Hi Pete, 

First of all, I am sorry for the inconvenience. 

One reason I can think of why you can't create a support ticket is that you might not have permission to do so.

➡️ This page explains in detail who can open support tickets and explains the possibilities you have: https://confluence.atlassian.com/support/eligibility-for-support-tickets-for-atlassian-cloud-979419943.html

In conclusion, for now, I recommend reaching out to one of your Billing/Technical contacts and asking them to open a ticket to address the above-mentioned issue to our Support team.

I hope this helps! 

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