Unable to Access Jira Work Management Due to "Suspended" Status; No Billing Information Available

[Akhmad Meidiansyah]

Hi Community,

I am the Organization Admin (acting as a Master Admin) for Jira Work Management, but I’m currently facing a critical issue:

1. When I try to access my Jira Work Management instance, I see the message "Your Atlassian Cloud products are suspended."
2. I navigated to admin.atlassian.com to check the billing status and payment details. However:
   • There is no information about the billing cycle or next billing date.
   • When I try to manage my product subscription, it says I don’t have access, even though I’m the Organization Admin.
3. I tried reactivating the subscription by contacting Atlassian Support, but I am always redirected to self-help resources.

My questions are:

• Is there an ongoing issue with Atlassian Cloud billing or subscription management?
• Why would the Organization Admin be unable to view or manage billing information?
• Are there additional steps I can take to resolve this issue and reactivate my instance?

This is causing significant disruption to our workflows, so any assistance or guidance would be greatly appreciated.

Thank you!

[Mohanraj Thangamuthu]

Hello, Good day Please create a ticket with our billing team as shown below.

URL : https://support.atlassian.com/contact

[Akhmad Meidiansyah]

I have tried several times to submit a ticket but there is no submit button available especially for the Payment Category. 

[Mohanraj Thangamuthu]

Got it, could you share the site name, so that I can check from my end?

[Akhmad Meidiansyah]

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

[Mohanraj Thangamuthu]

Thanks. I have created a ticket with our billing team on your behalf, the team will get back to you soon. Meanwhile, you can try accessing Jira after some time to check the status. Thanks

[Akhmad Meidiansyah]

Thanks for your support, but I already successfully submit a ticket using General Inquiry Page 

https://www.atlassian.com/company/contact/general-inquiries#/

I wanted to share my recent experience with a billing issue that caused my Jira Work Management site to be suspended and how I resolved it.

The Issue:

1. My Atlassian Cloud products were suspended due to an unpaid invoice (IN-002-480-963).
2. As the Organization Admin, I couldn’t manage billing because I wasn’t listed as a Billing Admin.
3. The previous Billing Admin had left the company, and their account was deleted from both JIRA and the company environment.
4. The Billing Permissions section was missing from the Billing Overview page, leaving me unable to update payment details.

The Solution:

1. I contacted Atlassian Support and provided written consent to be added as a Billing Admin.
2. Atlassian Support promptly updated my account, granting me Billing Admin access.
3. I followed these steps to manage billing:
   • Logged into the cloud site.
   • Navigated to Billing Permissions and added additional Billing Admins for redundancy.
4. Ensured adequate funds were available on the credit card and updated payment details.

Outcome:

• My Jira Work Management site was successfully reactivated.
• A new invoice was generated and reprocessed by the system.

Key Takeaways:

• Always maintain at least two Billing Admins to avoid access issues.
• Contact Atlassian Support for assistance if you encounter similar problems.
• Ensure your payment details are up to date to prevent service interruptions.

I hope this helps anyone facing similar challenges. Feel free to ask if you have questions about the process!