Customer registration and log in issues

[Jack Eberling]

On April 13, 2024, I paid for an annual subscription to Trello Premium. The Atlassian website displayed a payment receipt but it did not provide a confirmation number or any licensing information. I created a couple of Workspaces and Boards and have not used the product for several months. Now, when I try to log in I am not recognized so simply changing my password is not an option. Now, I have to leave a message on a community board to get support. What a bummer! Appreciate any advice the community can offer!

[Mutya A]

Hi Jack,

To start, please make sure your paid plan is active and you are logged into the correct Trello account associated with the paid subscription. As Premium is an upgrade for a Workspace (not for an account), you can verify your plan status by going to your Workspace settings and checking your billing information. You should find the Premium Workspace that you paid for. 

If you’re logged in to an account that has an active subscription but you’re still having trouble submitting a ticket, please check out this article to eliminate any possible browser issue. Or check out this help page: Troubleshooting issues with our Atlassian account  

If the above does not help, can you please elaborate more on how you're not able to login? 

I hope this helps, but let us know if you have any questions!
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[Noreen A_ Hynes]

I have a premium subscription to Trello purchased in August 2024.  I have not gone into my Trello in a few months.  So, today, I can only see my boards when using the app on my iphone but cannot get into the web-based product.  It says that I don't have an account.  Perhaps it has to do with my user name, password or something else.  I have many email addresses.  Can you help?  Thanks.  Noreen Hynes

[Carolina Lopez]

Hi @Noreen A_ Hynes!

I suggest inviting a new email address to your Workspace and boards using the mobile app, and promoting it to admin. This way, you'll not lose access to your Workspace and boards.
Otherwise, you can try to access with other email addresses you may have.
It's also worth checking if you used the Apple login with the 'Hide my email' option selected. When this option is used our system receives an anonymous email address for you that looks like this: <random code>@privaterelay.appleid.com, instead of a normal email address. Can you try using the Log In with Apple button at https://id.atlassian.com/login to see if you can reach your boards successfully?