Bitbucket Upgrade to Standard Plan Fails but Multiple Charges Processed

[manas]

Hi Community,

I recently attempted to upgrade my Bitbucket account from the Free plan to the Standard plan. While my payment method was accepted, the upgrade process failed each time — the page would load and then display an error, without any confirmation.

Despite the failures, my card was charged multiple times for the same amount. These charges appear to have been processed as recurring payments, even though the upgrade never completed, and my Bitbucket plan still shows as “Free.”

Key points:

• The upgrade process failed repeatedly

• Multiple charges were made on the same day

• No upgrade confirmation was received

• Bitbucket plan status remains unchanged

I have two questions:

1. How can I request a refund for the failed upgrade attempts?

2. Is this a known issue — possibly related to Indian debit cards or Atlassian's billing system?

I’ve already contacted Atlassian billing support but wanted to check here as well in case others have experienced the same issue.

Thanks in advance for any help or advice.

[Theodora Boudale]

Hi @manas and welcome to the community!

With regards to Indian cards, payments can fail because of the RBI mandate:

• https://www.rbi.org.in/Scripts/BS_PressReleaseDisplay.aspx?prid=51353

In this case, our billing and licensing team can provide a quote for you to pay and you can then upgrade the billing plan of your Bitbucket workspace.

Regarding your card being charged multiple times for the same amount, a temporary pre-authorization hold of USD 10.00 is placed on a credit card when someone upgrades the billing plan of their workspace. This is not an actual charge, but a verification step to confirm the card details and the amount is released in 7 days.

You can reach out to the billing team if you have any further questions or face any other issues.

Kind regards,
Theodora