Account was deactivated without any notification to me, support is not responding

[Sam Hilsman]

Hi,

I'm really hoping for help here, as this has my business in quite a pickle. We rely on Jira to run multiple projects. Suddenly (and without warning), our entire account was deactivated on Friday. We didn't receive any sort of notification whatsoever. 

I've submitted multiple tickets to support since yesterday evening. I received a response back from what appears to be an automated messenger (Suzie Q), asking for my entitlement number. I was eventually able to find it and I emailed it over. I received one acknowledgement message and a message that my ticket had been re-opened. I'm sweating bullets because I need to run ops on these projects starting first thing tomorrow. 

Has anyone experienced this before? What is the general turnaround time to get some actual support from Atlassian? Is there any other recourse other than to just wait and post here? 

[Nikola Perisic · Accepted solution]

Welcome @Sam Hilsman 

This is indeed an odd situation. Are you on a some kind of a payment plan? When you say your account is deactivated, do you mean your Atlassian account, or you cannot access Jira?

[Sam Hilsman · Accepted solution]

I can log in, but I can’t access any of the 5 projects I have. Depending on how I navigate to Jira, I can see the projects but they are not accessible, there is nothing there when I click into them and I cannot create issues. 

I pay yearly for Jira, and should have licensing through May. I have no idea what is going on, and I can’t get anyone from Atlassian to contact me, despite it being an extremely urgent issue. My team has already missed multiple days of work due to this. 

[Nikola Perisic]

@Sam Hilsman this means that the Browse project permission is missing along with the Create issue permission as well. Do you have a Jira administrator there who can check this out? Also what type of projects are these, company or team managed?

[Sam Hilsman]

I am the admin and I think it’s more than just those two permissions missing. When I look at billing, Jira is grayed out entirelh other than the “manage” button. When I click manage, it takes me to a page showing the entitlement number and the number of licenses (13) that should be active. When I click “reactivate”, it takes me to a support modal which then redirects me to the support page. 

I’ve put in multiple tickets this way and “Suzie Q” keeps asking for my entitlement number, but does nothing when I respond with the entitlement number. 

[Nikola Perisic]

What plan are you currently using? Do you have the options of changing the plans?

[Sam Hilsman]

I was using the standard / premium, can't remember which. I was paying about $300 a month. I checked back through bank statements and I am billed monthly. 

We recently had to get a new card issued from one of our banks, and I think this may be what has happened. However, I now have no way to enter a new card and reactivate the account. 

There were no notifications sent or anything regarding failed attempts to charge the card. 

I've attached screenshots showing what I see when I log into Jira and go to billing

[Trudy Claspill]

Hello @Sam Hilsman 

Welcome to the Atlassian community.

I have flagged your post here to raise it to the attention of Atlassian Team Members. You should see some sort of response from them within this post within 1-2 business days.

[Sam Hilsman]

It has already been resolved. Thank you @Trudy Claspill  and thank you to @Nikola Perisic

We had 1 issue creating 2 problems. 

The billing admin was someone who is no longer employed by CloudFruit:

1. We couldn’t update our card information with a new card
2. We weren’t receiving notifications that the bill pay was failing