Got my license suspended and cannot recover access even with new credit card details

[Ioana Frincu]

We just got our license suspended and cannot access it for Jira. I raised a ticket and it got Level 2 priority but we are unable to access anything.

I don't understand why I can't restore it with my new credit card (Confluence worked) and why there is not answer from support.

For us this issue is critical is it stops over 30 people from performing their job role and I just want to pay for the license and use it. 

[Jack Brickey · Accepted solution]

Please reach out to support.atlassian.com click contact and choose billing on the drop down. 

[Ioana Frincu]

This is what I actually did and I have no reply as of yet. We are under serious stress because of this and I never thought that there is no support during the weekends. 

[Jack Brickey]

Hi Ioana,

I can’t say for sure why it’s not working. Maybe you can elaborate on the conditions under which the license got suspended. Generally speaking several warning emails are issued to the technical and billing contacts before any action is taken. Are you either of those contacts? If so did you not receive any emails prior? If you are not I would suggest reaching out to those individuals to see if they received any warning. Regarding the support hours it depends on your installation level. Standard is local business hours while premium offers 24 x 7. You might also see if you can escalate the trouble ticket that you entered. It should be an escalation button for you to do so.

I wish you the best of luck getting this resolved expeditiously!

[Ioana Frincu]

Hello!

I receive one notification on August 24th regarding unsuccessful payment. There was no follow up or automated reminder and, unfortunately, it got lost in my inbox as I was on vacation.

Meanwhile, yesterday after I got a notification for Confluence I went in and updated our expired card with the new one that we just got from the bank.

I tried to restore all the subscriptions and so far we have Confluence and Bitbucket but no access to Jira.

I checked the possibility to escalate my ticket and unfortunately there is none (probably because it’s a payment-related issue). 

ticket id: CA-1494429