How to re-subscribe to suspended subscriptions?

[Bruno Rodriguez]

Hi,

Our CC expired and our products were deactivated.

We have updated the CC immediately, but now the UI indicated the only way to regain access is by contacting support. We did that 10h ago, have updated the ticket since asking for an update, and still nothing.

Atlassian is critical infrastructure for us and both the delay in response and the fact that we cannot fix this on our own seem appalling, especially with a problem like updating credit cards, which is both common and generally easy to fix across other platforms.

Any shortcut or known fix for this?

[Jack Brickey]

Hi @Bruno Rodriguez , I have flagged this post for Atlassian attention.

[Bruno Rodriguez]

Thanks mate, it was solved around the time of your post, so I think you really made the difference here. Cheers.

[cdelhom]

Hello, our JIRA and Confluence subscription got suspended yesterday (we have updated our payment details yesterday already). Yet we are still waiting for support (several support tickets created) Please urgently help us and reactivate our account.  Our entire dev teams, more than 200 peoples are stuck.  

@Jack Brickey : any chance you help us here please ?

Thanks, Candice DELHOM

[Jack Brickey]

Hi @cdelhom ,

if you have submitted a ticket you should get a response soon. You might try to escalate the ticket as well.

[cdelhom]

Hi @Jack Brickey , thanks it has been sorted.

However our plan is supposed to provide us "premium support 24/24h 7/7" which is not the case. We were not able to talk to anyone yesterday when we raised our first ticket. Our ticket was only picked up today around 11AM.

@Arnaud CUZZOLIN 

[Jack Brickey]

@cdelhom , you may wish to refer to https://www.atlassian.com/legal/sla . If you feel an SLA was missed you can request reimbursement I think.