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Jira Software Subscription is Suspended

Could someone help me with this problem, the Jira Software
is suspended for lack of updating the payment card. I already
updated the payment card but it is still suspended.

How can I withdraw the suspension to continue working with Jira.
This is the image that appears when I check the subscription



1 answer

3 votes
Andy Heinzer Atlassian Team Oct 04, 2019


I understand that you have updated your payment information, but your site did not re-activate right away.  It appears you created a support case for this over in

I believe that Candice has already re-activated this site, so this problem should be resolved at this time.  If that is not the case, please let us know either in that ticket or here.

For any other users that might come across this same problem, if you are having billing or accounting problems with your Atlassian Cloud products, you can create a support case for these kinds of issues directly under, and then select "Billing, payments, and pricing" option.

And this way your request will be routed to our customer advocate team that can best assist you with these kinds of problems.



Hi Andy

I recently experienced the same problem today with Jira Service Desk.


There was no notification to anyone from our organisation about a payment issue or credit card being required for the service desk product.


I find it frustrating that there is no quick and easy way to resolve the problem by logging in and adding a payment option to the subscription in-order to activate it. Having to raise a ticket and wait up to 24 hours to receive a response is terrible for our customer experience as you can imagine how it looks like from a customer attempting to access our service desk.


Surely this experience can be improved most especially when the same problem was experienced by another Atlassian customer in 2019.

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