Getting non-AI support from Atlassian?

[Cicely Merrell]

How do I get support from Atlassian that is not an AI chatbot? It keeps redepositing me back to the Get Support page that gives me the option to go to this community page for help or the Knowledge Base but l am unable to submit any kind of actual support request.

[Mikael Sandberg]

Hi @Cicely Merrell,

Welcome to Atlassian Community!

If you are on the free plan the KBs and Atlassian Community is the only way to get support with your products. In order to be able to contact support via the support site you need to be on a Standard plan or higher, as outlined in this KB, Explore Jira Cloud plans. 

[Cicely Merrell]

Thank you Mikael, the reason I am trying to reach support is because my paid-for Standard plan\products do not show up in my admin console, only the free one. What is the best path to remedy this issue?

[John Funk]

We'll get someone from Atlassian to come take a look for you. 

[Cicely Merrell]

Thank you, it looks like a long wait for support on this issue. Is it common for Atlassian customers to experience ongoing problems with billing and licensing? This is impacting the usability and I'm interested to know from community members if this is the norm?

[Andy Heinzer]

Hi @Cicely Merrell 

I understand that when you are looking at the admin console of your Atlassian Cloud, you are only seeing your free site and not your paid site.  From my side, I can only see a single free plan site associated with this account you are using here in Community.  Technical support for most products are limited to the billing contact, technical contact, or admin of  paid plans of those products.  From what I can see, your account doesn't fall into any of those categorizations at this time.

I see you have an existing support request over in https://getsupport.atlassian.com/servicedesk/customer/portal/35/CA-3484746

I recommend following up there, and someone from the customer advocate team should be able to help further.

Andy

[Prachi Bolar]

Hi Cicely,

Welcome to Community :) 

In this case, to verify your product's payment, you will need to reach out to the billing team, Please could check if you are able to reach out to them directly here : https://www.atlassian.com/company/contact/purchasing-licensing?redirectSource=sac-wac-redirect#/

The billing team can verify the paid products from the backend.

Thank you,

Prachi