Licensing issues

[Shari Fitz-Patrick]

We migrated to Jira Cloud this weekend and have been using the free trial.  Since Friday we have asked to move to a proper paying site as a lot of features are not available on the free site and we need to be able to put more than 50 uses on the site.  We have received no response to any emails.  We are not in a situation where we can no longer use Jira or Confluence for our business.  

I need assistance now please

[Andy Heinzer]

Hi @Shari Fitz-Patrick 

It appears that your teammate has created a support ticket for this over in https://getsupport.atlassian.com/servicedesk/customer/portal/35/CA-1692821

Our customer advocate team is responding on the case.  But it appears that you are not on the ticket so you won't be able to see the update posted there.  If you want to see the updates on this case, please ask your teammate to add your email address as a requested participant to the ticket.

I took a closer look at your teammate's account in Atlassian's mail system and found a prior email bounce, I removed the record of that bounce.  Which might help your team mate to see email updates on the support case now.  I did not find any bounce records for your email address.

Andy

[Shari Fitz-Patrick]

In Jira it uses email notifications when sending tickets to users.  This is not email in the general sense.  As I am sure you are aware a lot of features are not available with the test site.  If you could just sort out our licensing issues there would not be any problems.  

Tickets raised

Todays - CA-1695733
Raised on Friday CA-1692821

[Robert Wen_Cprime_]

Hello, @Shari Fitz-Patrick ! Welcome to the Atlassian Community!

Did you create a Support ticket with Atlassian? The URL is: https://support.atlassian.com/contact/#/

It does appear there's a high volume of issues related to licensing, so please be patient.  In the meantime, I'll see if someone from Atlassian can view your problem.

[Shari Fitz-Patrick]

WE have created three tickets since Thursday and no response.  The company MD is ready to toss Jira out the window.  We can no longer function as a business

[Dirk Ronsmans]

Is the issue that you cannot upgrade or that an issue came up with migrating. 

if the first what do your billing details say? Just go to https://admin.Atlassian.com and upgrade

[Shari Fitz-Patrick]

We sent that on Thursday.  I then fixed the problem myself.  We then put in another ticket about the licenses on Friday during the day.  Then another today.  Still no response.  We cannot do various things with Jira due to it being a test site.  WE are also running into the email notification limitation per day.  I have the MD asking why this is not able to be resolved with a credit card.  Why is this such a problem to resolve.

[Dirk Ronsmans]

@Shari Fitz-Patrick Could you maybe walk us thru what happened and what steps were taken in a bit more detail?

I feel like some information might be getting lost (in translation?) but and we’re not understanding your issue fully. 

if you have been emailing Atlassian could you share what address exactly? Cause Atlassian doesn’t do email support as far as I know. 
If you created one or more issues on the portal I suggest giving us a link here so we can try and pass them on. 

[Shari Fitz-Patrick]

We migrated on Thursday to Jira and Confluence Cloud.

Thursday evening we put in a ticket that the migration assistance in Confluence was not working.  

However I figured out a way how to migrate our spaces over.

Friday we put in a ticket saying that we had migrated and now needed to go on a monthly billing and off the trial version so that we could also add additional users.

No response 

We sent in another ticket today.

We just receive the following response telling us we need to migrate.  We have already told you that we have migrated.  I am so confused as to what the issue is.  We have migrated and now want to pay (GIVE YOU MONEY) and have the ability to use all the features available and also be able to add additional users.  

Is there any other information that you need?

MESSAGE RECEIVED FROM ATLASSIAN 30 MINUTES AGO WHICH DOES NOT ADDRESS OUR PROBLEM

This leaves you with the following options:
1. Upgrade your server license to the next user tier (100 users). Once
that upgrade takes place, you will be able to add users to your Cloud
Migration Trial.
2. Proceed with a paid monthly cloud subscription for the exact number
of users you need. This would mean moving away from the Cloud Migration
Trial and starting a normal cloud subscription. Therefore, this option will
not work unless you are done migrating.

[Dirk Ronsmans]

Thank you for the detailed explanation.
Is there a reason why you cannot go to https://admin.atlassian.com and go to your subscription and upgrade there?

If it’s not under external management you should be able to just enter payment details and/or upgrade your tier there. 

[Shari Fitz-Patrick]

We go to manage subscriptions and this is what we have.  When we go to change plan  can change from standard to premium that has no impact