Bitbucket cloud plan changed to free - license ist still valid!

[Marc Müller-Jekewitz]

HI, the plan of a Bitbucket System of my Customer changed from 50 Users Premium to free. The system issues a message that the number of users has been exceeded. However, the number of users has definitely not been exceeded and the license has not expired! Why did the system simply switch to the "free plan?" - The problem is very urgent, the customer system is currently no longer running. Thank you for your support!

[Dave Liao]

@Marc Müller-Jekewitz - I recommend contacting Atlassian's Billing department right away: https://support.atlassian.com/contact/

[Marc Müller-Jekewitz]

Hi, thanks, but the technical support on the site refers to the community here :D

[Dave Liao]

Yeah, the wizard can be insistent on deflecting customers to post to Community. 😅 

Log in with your Atlassian ID, and choose the "Billing" option - tell the wizard that your issue isn't resolved and you can insist on a ticket being created.

[Ben]

Hi @Marc Müller-Jekewitz 

I can see that you've yet to have been able to raise a ticket in our support system. Would you be able to please let me know your timezone so I can raise one on your behalf?

Cheers!

- Ben (Bitbucket Cloud Support)

[Marc Müller-Jekewitz]

Hi Ben, that would be nice! my Time Zone is CET, Can you please include my customer on the ticket? REDACTED

thank you for your support! Marc

[Ben]

Hi @Marc Müller-Jekewitz 

I've raised one on your behalf - please check your email for further correspondence from our AMER team.

In future - please ensure you raise a ticket using the customers paid workspace URL. Also - please refrain from sharing personal information such as email addresses (I've redacted this), as this is a public forum/

Cheers!

- Ben (Bitbucket Cloud Support)