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How to re-subscribe to suspended subscriptions?

The Al

Hi, all.

It happened that my Atlassian was unable to bill me for a subscription so they suspended Jira Software and Confluence subscriptions. Now I've added the new card and need subscriptions to be prolongated with all data that was in these systems.

Who to contact on this matter?

Accepted answers

Shannon S

Hi there,

When a site is stopped due to non-payment, it can remain stopped for a certain time before it is permanently deleted.

My recommendation is to create a Support ticket where you can provide your licensing and instance information and we can let you know if it's possible to reactivate your subscription.

Thank you for your understanding.

Regards,

Shannon

Andy Heinzer

Hi everyone,

This is a rather common problem for Atlassian Cloud sites. If the site has missed payment, that tends to be the most common cause for the site being suspended. In which case, this is potentially something you can self-serve in order to resolve.

If you are a billing or technical contact on the account for that Cloud site, you can

Go to https://my.atlassian.com/
locate the Cloud site in question listed there,
and then you can update the payment details on that page for that site.

If you are NOT a billing/technical contact on the account, then visiting that URL won't show you the cloud site. You will likely want to reach out to your teammate that has this level access to work with them to resolve this. That user can also add you to the list of technical contacts if you wish on that page as well.

Alternatively, if you are a Cloud site-admin, you can

Go to https://admin.atlassian.com/
then select your site
Then choose "Billing details"
You can update payment method here as well.

If those steps above don't help here, or your site might be suspended for some other reason, then certainly you can still create a support case with our Customer Advocate team. To do that:

Go to https://support.atlassian.com/contact
Select "My account"
Then select "Help with a deactivated site"
Then enter the URL of your Cloud site and fill in any other details about what help you need here.

This will help to make sure that your request is directed to the correct support team.
I hope this helps.
Andy

All comments

Shannon S

Hi there,

When a site is stopped due to non-payment, it can remain stopped for a certain time before it is permanently deleted.

My recommendation is to create a Support ticket where you can provide your licensing and instance information and we can let you know if it's possible to reactivate your subscription.

Thank you for your understanding.

Regards,

Shannon

The Al

Thanks, Shannon.

Atlassian support team does the fantastic job as the issue was settled quickly in a positive manner.

Al.

Shannon S

That's great to hear! Thank you for letting me know, Al.

Take care and have a pleasant weekend.

Shannon

ming yang_keeg35

Hi I have the same problem. but only Confluence shows as "Suspended". Submited a few request tickets but still no reply or answer.

Used Jira Software a few years and just added Confluence recently (about 6 weeks ago) . Yesterday when I login to Confluence it suddenly shows "Suspended" without any email notifications to me earlier.

Please help Urgent. Need all the documents on Confluence.

Shannon S

Hello Ming,

I was able to see that you raised two duplicate questions to our Customer Advocates team just yesterday, but they haven't had a chance to respond to you yet.

You can expect a reply soon on that case.

Thank you for your patience and understanding!

Regards,

Shannon

ming yang_keeg35

Thanks Shannon. Someone have reactivated it and now just waiting to sort out the billing issue.

Hope the Customer Advocates team can responde as fast as you ;-)

Shannon S

Ming Yang,

No worries! I see now that my colleague Melissa is helping you out with that, so I believe you should be sorted within the next day or so once she's able to reactivate your account.

Take care, and have a pleasant weekend!

Regards,

Shannon

Sys Admin_i5dpn2

Can you help us with own confluence cloud? suspended and we resolved today with another informations.

thanks

Sys Admin_i5dpn2

Can you help us with own confluence cloud? suspended and we resolved today with another informations.

thanks

Shannon S

Hi @Sys Admin,

I'm very sorry, but I am not able to help you with your account from here. I don't have any access to see what your account details are.

As with above, you need to create a Support ticket where you can provide your licensing and instance information and we can let you know if it's possible to reactivate your subscription.

Regards,

Shannon

Manoj Rana_y9ec9n

Hi, We are having the same issue. Our account got deactivated due to a credit card change and non payment. I have created the support ticket but no response yet.

Jack Mason_2wb5pi

It took 48 hours for them to fix my account. Change your payment information and write a ticket. I have not found a successful way to contact them by phone.

Shannon S

Hi @Jack Mason and @Manoj Rana,

In the event that your site is down and it's an emergency to get it back up, you can also reach out to us by phone.

The phone numbers on our Contact Us page will get you to the Billing team who can help you with that issue.

If any of the lines aren't working, please let me know!

Shannon

Michalis Tolkas_9jpu0c

Issue has been updated in the meantime.

Philippe Gagné

There no reply from your team for the same problem. This is really bad customer service

Omri Peretz

We have the same problem, our site is suspended, and we get no answer for hours!!! from the support and billing teams, we have opened tickets, that are not answered! nowhere on the site, we can find the phone number of the billing team!

Worst experience...

Prathamesh Patel_xxyu7a

My subscription to JIRA service Desk is suspended. have raised a ticket but didn't hear from the team. What should I do?

Appreciate your help.

Joey F.

I'm sorry that this happened, @Omri Peretz . We've been getting unusual volume since the start of the pandemic and we're trying our best to address issues in a timely manner and to the best that we can. I do hope that this has been resolved by now and I hope that you are staying safe during this very challenging time.

Feel free to reach us via Support ticket: https://support.atlassian.com/contact/#/

Joey F.

I'm sorry to hear this, @Prathamesh Patel. We've been getting unusual volume since the start of the pandemic and we're trying our best to address issues in a timely manner and to the best that we can. I do hope that this has been resolved by now and I hope that you are staying safe during this very challenging time.

Feel free to reach us via Support ticket: https://support.atlassian.com/contact/#/

Güçlü Talu [Administrator]

hi @Shannon S I have the smae problem, contacted support ( CA-1079630) but no answer, our work has stopped because of this, can you please help speed up the process? The site should be reactivated automatically when payment info is updated.

CarePay Limited

@atlassian Team, i have the same problem. I have raised numerous tickets but i haven't received any help

Nisan Roimi

I also have a problem that the account is suspended, we entered the credit information but it does not allow the account to be restored

Guilherme Valentim

Same issue here, suspended and we can't automatically renew the service.... The ticket already opens and waiting for a response with 15 people stopped.

Vishal gogari

I also have a problem that the account is suspended, we entered the credit information but it does not allow the account to be restored. This is really unacceptable.

I have already raised multiple tickets as well.

Azhar Khataak

We faced the same issue on Jan09 Saturday, raised multiple tickets, people can't work without it, not sure why can't we just pay online and re-activate services? We didn't expect this from Atlassian, really frustrated and do not know what to do?? Please help

Juma Muganda

@Azhar Khataak I totally understand your frustrations. It happened to me too. It took 24hours for this to be resolved. Then I later realized they didn't bill some items which ended up being deleted after my team putting in hours to create nice boards. Be patient they will come around. I think Atlassian should look into this billing issue seriously and fix it.

Azhar Khataak

Thanks @Juma Muganda but does someone know if they can resolve this on weekend or do they only respond from Monday to Friday? As we have some integrations running with JIRA cloud and they are critical for smooth handling of customer requests. So this not only effects our people but also our clients.

Azhar Khataak

@Joey F. @Shannon S our account was suspended on Jan 09 Saturday due to failed payment. Please help as it's an EMERGENCY to get subscription live again

- Our team (more than 20 people) depend on this for day to day tasks

- We have critical integrations running with our JIRA instance which are critical for running client's related operations smoothly.

We have opened couple of tickets and can provide all the missing information to process the payment and get our subscription back.
CA-1222413 CA-1222408

Thanks in advance
Regards
Azhar/Sourceknowledge Team

Joey F.

Hi @Vishal gogari

We'd love to assist you, however, we cannot ask for pertinent account details here as a security protocol. May I request that you submit a request via https://www.atlassian.com/company/contact.

Thanks and stay safe!

Nazarly Khamzin

Hi @Joey F_ @Shannon Spaniol

I have the same problem. CA-1224642

Can u help me please?

Andy Heinzer

Hi everyone,

If you are a billing or technical contact on the account for that Cloud site, you can

Go to https://my.atlassian.com/
locate the Cloud site in question listed there,
and then you can update the payment details on that page for that site.

Alternatively, if you are a Cloud site-admin, you can

Go to https://admin.atlassian.com/
then select your site
Then choose "Billing details"
You can update payment method here as well.

If those steps above don't help here, or your site might be suspended for some other reason, then certainly you can still create a support case with our Customer Advocate team. To do that:

Go to https://support.atlassian.com/contact
Select "My account"
Then select "Help with a deactivated site"
Then enter the URL of your Cloud site and fill in any other details about what help you need here.

This will help to make sure that your request is directed to the correct support team.
I hope this helps.
Andy

mukul_h6kizo

We have received the following email.

"Your Jira Core has been changed to the Free plan.
You've been unsubscribed from Jira Software, Confluence, Jira Service Management. From Jun 3, 2021, these products and apps will be deleted, and your data will be deleted. Submitting payment once your Product data has been deleted will not reactivate your subscription (or restore your Product data). Contact us if you'd like a copy of your data before it's deleted."

We would like to restore data as well as the subscriptions ASAP.

Created CA-1319257

Hundreds of the employees' work is impacted and many dozens of the client's services too, please look into this very urgently.

mukul_h6kizo

Hello,

This is an urgent request.

We use the Atlassian toolset for all our projects and not having this up and running by morning IST tomorrow will significantly impact our operations.

Note that payment details have already been updated from our end a few hours earlier.

No, follow-up or reminder email was triggered to the billing account.

On top of all of the above, no response to an urgent support request is not what is expected.

Kindly do the needful ASAP.

mukul_h6kizo

The service is restored, and the following is the solution:

1- Revise the payment details.

2- Move the JIRA core plan to the Standard, which is downgraded to free after payment fail.

3- Create a Support ticket with JIRA at https://support.atlassian.com/contact/

4- You can even call them at https://www.atlassian.com/company/contact (scroll till the bottom of the page to see the phone numbers) and record a message with urgent delivery.

After the above four steps, wait for a day, and the services will be restored.

John Hodson

Happy Saturday. We are also locked out today but I show we are current on payment and I have a receipt from last month. There doesn't yet seem to be an invoice for this month so I cant pay something that doesn't exist. I am an org admin but can't get in to change the billing info. Says I have no subscriptions, and all links lead to the same page which is telling me to buy new subscriptions. Case CA-1415964

Like many others in this thread, we have a team of people who cannot work. The account was set to autopay. The card on file is good. I show we have paid everything in full without incident, and I can't get in to change the CC on file even if it wasn't good. Please help!

Mursion Licensing

Atlassian support got back to me and after going back and forth a bit, they unlocked our account so we could update the credit card. Here is the rub. They deactivate due to nonpayment. They tell you to log in and provide CC info, however, when you log in, that area is also deactivated making it impossible to resolve the issue without filing a ticket. Additionally, there was nothing wrong with the original CC on the account.

Once I added a different corp credit card (same provider, same cost center in AMEX) they accepted the payment and my tenant stayed live. We lost a full day and a half of productivity due to not being allowed to update payment information, or even troubleshoot the process. If Atlassian shows a problem with payment, they really should allow organizations to access the payment information regardless of deactivation. Support was great once we reached them, but it seems like such a silly chicken and egg situation.

Doaa82

@Shannon S I have the same issue my confluence is suspended and I have already updated the billing info and still have the same issue. I have also created 2 support tickets but did not get any feed back.

I am not able to access my confluence where I have many documents and knowledge that was shared among the team. I am not sure how can I get my backup if the suspended issue is not resolved.

your help is highly appreciated

Manish Kumar_ehzwsj

URGENT:

can you please get our subscription renewed ASAP.

Ticket no: CA-1487499

Volodymyr_jmy7md

Hello. Please, get our website up. We updated the payment method and created the tickets, but there is no answer from support for a long time yet.

tickets:

CA-1520617
CA-1520492

Özlem ÖZCAN

It happened that my Atlassian was unable to bill me for a subscription so they suspended Jira Software Now I've added the new card and need subscriptions to be prolongated with all data that was in these systems. I wrote lot of tickets for Suspended issue. But there is no back us from support team. Please help.

Ryan Teepes

What am absolutely shitty way to handle customers. None of these solutions will work you and know it. Once JIRA has suspended your account for non-payment (which is instant after 1 email whose subject says "your plan has changed."

Most companies use credit card management solutions which have caps, so this is very common.

But they shut you out with NO WAY to fix it without a support ticket and waiting on their horrible/slow email support to respond.

We are moving away from JIRA for this reason alone.

M S_2pywgp

Same problem. Did you manage to fix it?

Carlo Burci

I am having the same issue and my account has not been reactivated despite payment being set up. What should I do?

cdelhom

Hello, our JIRA and Confluence subscription got suspended yesterday and 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 accounts. Our entire dev teams (more than 200 peoples) are stuck. Thanks, Candice DELHOM

Kumar Chalasani

Updating the billing payment method credit card has not reactivated the suspended accounts. We have opened tickets with atlassian. No response yet. You'd think for a company this size, you'd have a way to automatically reset and activate accounts. Why should it take this much effort and account still not restored?

Kumar Chalasani

This is NOT an adequate response from ATLASSIAN TEAM.

Updating payment billing details does not fix the issue, though you'd expect that to happen.

Opened two support tickets and still no answer.

We need our account restored URGENTLY. Please help!

Madhuri_kd2kyt

We're facing the same issue! I wish that Jira at least allowed you to access your data or automatically switched you to the free plan. We're left with no help, no answer from customer service, and none of our notes/project info. We can't move forward with our project until this issue is resolved. It's really frustrating, and did not expect to find a reason to move away from Jira/look into other project management tools.

Sanchit D

Facing same issue since 3 days. Whole team is locked out. How long did it take them to fix it for you?

Дмитрий Юрин

Hello, our JIRA subscription has got suspended today and we have updated our payment details today already. Yet we are still waiting for support (several support tickets created). Please urgently help us and reactivate our accounts. Our entire dev teams (20 people) are stuck. Thanks!

CA-1933511

James Andrews_pev2tu

Suspended several hours, the payment methods were updated 3 hours ago

Have raised support ticket over an hour ago

Still waiting, the work of dozens of staff is blocked

Powerful argument against SaaS. Well, particularly Atlassian SaaS

Catalin Paulian

Hello,

Our Jira Service Management account was suspended. I have updated the payment method but the account is still suspended. I opened a support ticket, please reactivate the account.

Service ticket no CA-2079101, CA-2078916

Regards

Muneer Hanbali

We're facing the same issue and it is absolutely ridiculous that there has to be manual intervention to reinstate our account. There's no way to do it automatically despite updating our payment information, there's no quote/invoice for the overdue payment so you can't even make the payment manually as indicated on their support page.

Our support ticket is CA-2168810 and there is no messages from the atlassian team despite multiple messages from me (site admin / owner).

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