Licensing & Purchasing FAQ

Server products - You can evaluate a product for 30 days (can be extended to a maximum of 90 days) before purchase, allowing you to see and use Atlassian software before you proceed with a purchase. Atlassian provides a fully functional server version of each Atlassian product for evaluation. What you'll be using during your evaluation is what you'll be getting when you buy.

To generate an evaluation license key, or extend your evaluation, simply log into My Atlassian. From here, click on 'New Evaluation License' and follow the instructions to associate your Server ID. A new evaluation license will be generated that you enter into your server product.

All installed evaluations include access to our technical support resources. Evaluation keys are for the highest user tier available and are compatible across stand-alone product/add-on user tiers and license types.

Atlassian Cloud - Atlassian offers fully functional evaluations of our Cloud products for a period of 7 days (can be extended to a maximum of 21 days upon request). When your evaluation expires, you can continue using Atlassian Cloud by adding a credit card from your My Atlassian account.

Although Atlassian Cloud evaluations include access to Technical Support, please note that we do not provide data backups for Evaluations, only for monthly and annual subscribers.

Atlassian does not offer extensions of Atlassian Cloud evaluations, however, we offer full refunds during the first month of paid service following the end of the evaluation, should you decide Atlassian Cloud isn't for you.  After the first paid month, we are unable to offer refunds or exchanges.

We're happy to extend your server product evaluation period for up to 90 days. To generate a new evaluation key:

1. Login to my.atlassian.com. You'll arrive on the Licenses page by default.
2. Click 'New Evaluation License' to create a new key with an additional 30 days evaluation time.
3. Apply this key to your server under the Administration > License Details page.

Atlassian has adopted the Electronic Software Distribution (ESD) model. Consequently, software is available only via HTTP download. Atlassian does not distribute any software on CD, DVD or as a shrink-wrapped product. As all commercial and academic licenses include 12 months of software maintenance (support and updates), the ESD model is the best way to stay up-to-date with the numerous software releases made available to you. 

There is no need to reinstall your software. Your existing installation can be updated by copying your purchased license key into the 'License Details' page of your product's administration console.

Current pricing information is always available on our Product pages:

• Atlassian Cloud
• JIRA Core
• JIRA Service Desk
• JIRA Software
• Portfolio for JIRA
• Capture for JIRA
• Confluence
• Team Calendars for Confluence
• Bamboo
• Clover
• Crowd
• Crucible
• FishEye
• Bitbucket

Atlassian offers instructor-led training courses for JIRA, Confluence and Dev Tools. Each course is delivered in our virtual classroom (via WebEx) either privately or publicly. Please visit the Training page for further details.

We do not offer any discounts. Our goal is to make awesome applications available at the best price, and to treat every customer equally. Our products start at just $10 for 10 users. We like to build discounts directly into the prices we publish openly to everyone so there's no guessing or uncertainty around what you're buying and how much it costs.

Discounts are not offered to government organizations (unless you are a provider of primary, secondary or tertiary education in which case you would qualify for Atlassian's academic pricing). Government organizations purchasing Atlassian software are required to purchase commercial licenses.

Academic pricing is available to qualified academic institutions for Atlassian's server products.

Atlassian does not offer any reseller discounts. Discounts are only offered to official Atlassian Partners.

All orders are placed via the secure online Quote & Order Form. If you are a reseller, please check the box marked "I am a reseller purchasing on behalf of my customer" during the checkout process. Once that is done, a quote or invoice will be sent via email. If credit card details are not provided through the secure online form, the quote can be paid by mailed check, ACH (US customers) or direct bank transfer.

As Atlassian is Net-0, license and source downloads (if applicable) will only be made available online when full payment is confirmed. Please be aware that we can only accept credit card payments for $10 Starter Licenses and the Atlassian Cloud monthly payment plan.

Requesting an obligation-free quote is easy! Just use our Quote & Order Form, which allows you to pay for your software immediately or save a price quote for later. Only quotes submitted though our online form are considered valid, screen prints of the shopping cart is not the same as an official quote.

Please note: Starter Licenses must be purchased with a credit card.

You can pay an outstanding quote or invoice by credit card using our secure online payment form or any of the other accepted payment methods (mailed check, bank transfer). You can find complete payment details on the first page of your quote/invoice, as well as our How to pay page.

To get started, please complete our secure online Quote & Order Form. On the final confirmation page, check the PO number box to add your PO number. The PO number will appear on your quote or invoice (valid for 30-days). If you already have a quote or invoice, you can update the quote or invoice through your My Atlassian account via the Orders tab.

Atlassian is happy to reference a PO number on a quote or invoice for your internal tracking and record keeping. However, we do not accept purchase orders as form of payment nor the terms and conditions commonly associated with purchase orders. We provide fully functional evaluation licenses for you to use while payment is being arranged. We are able to keep our prices low by offering a standard End User Agreement to all our customers and do not offer commercial credit.

Our payment terms are Net 0-day and we accept payment by bank transfer, mailed check, and credit card. Details can be found on the first page of a quote or invoice. Once payment is received in full, we will issue the license keys and email the nominated billing and technical contacts.

Atlassian is able to generate quotes in both US Dollars (USD) or Australian Dollars (AUD), however AUD is reserved for customers in Australia. 

To request a quote in AUD, mention this request in the "Additional Notes" field when creating your quote.

Australian dollar quotes and invoices are calculated using an exchange rate that includes a currency fluctuation margin.

Please note that we are unable to issue quotes or invoices in Australian dollars for orders containing Atlassian Cloud, Starter Licenses or Marketplace add-ons.

Atlassian is an Australia-based company. As such, Atlassian must collect GST from all Australian based customers. As of 01 July 2012, Atlassian will collect VAT from customers within the European Union who have not supplied a valid VAT ID, in accordance with EU tax legislation. 

Tax Treaties: As an Australian company, Atlassian is exempt from withholding taxes in some countries like the United States. For compliance reasons, U.S. customers may wish to obtain a copy of the W-8BEN-E form; or for non-U.S. customers, the Australian Taxation Office Certificate of Residency for Atlassian.

Prices may be affected by organizations based in countries that do not have an income tax treaty with Australia and are therefore required to impose withholding taxes. If this applies to you, Australian taxation law requires us to provide proof of tax withheld. As such, we will require documentation from you which states the amount of tax withheld (your tax office should be able to supply the relevant documents). Please contact our Sales Team to discuss the potential implications.

Simply log into your My Atlassian account to edit your quote. Once logged in, select 'Orders' at the top of the page. There, you'll see all quotes tied to your email address. Click the pencil icon on the right-hand side, and you'll be able to make any necessary changes. If your quote contains a Cloud subscription or an Enterprise product such as Data Center, please contact us regarding any needed changes.

Atlassian accepts the following payment methods:

Credit card*  — (MasterCard, Visa or American Express) via our secure Quote & Order Form (1 to 3 business days). We cannot accept credit card payments for AUD orders.

Bank transfer  — Can take up to 5-7 business days for bank transfers to clear through our banking facilities. You can email your remittance advice to remittance@atlassian.com. 

Mailed check — Can take up to 2 weeks to be received and processed by our financial institution. We cannot accept checks for AUD orders.

ACH (Automated Clearing House) - Can take between 3-5 business days to process.

Atlassian's payment terms are strictly Net 0-day. This means that the license key(s) or Atlassian Cloud subscription will only be made available after full payment is received. If you have placed your order but find that you are waiting for your organisation to make the payment, you can contact us and request a fully-functional evaluation license key to help you cope with any bureaucratic delays.

* Credit card is the only acceptable form of payment for monthly Atlassian Cloud subscriptions.

When possible, we recommend customers do not use Visa debit cards. This is because Visa debit cards place an authorization hold on funds (making them unavailable) for the amount of the purchase. Atlassian settles the transaction immediately (known as "settlement"), but the authorization hold can remain from 1-5 days until it "falls off" depending on Visa's and your bank's policies.

If the funds are not made available 5 days after the transaction, we recommend contacting your bank to see when the authorization hold will drop off.

You can pay an outstanding quote or invoice by credit card using our secure online payment form or any of the other accepted payment methods (mailed check, bank transfer). You can find complete payment details on the first page of a quote or invoice and on our How To Pay page.

Only European bank accounts issue IBANs. The number we provide in the quote or invoice can be used as the "IBAN" for your bank transfer. It may also be worthwhile to let your bank know that this is a US Dollar account and that the alpha-numeric number has been supplied and verified by our bank's international payments team.

Access to your license key(s) and any applicable source code is provided only after the successful receipt and processing of your payment. Once payment is received, the Billing and Technical contact specified on the order can log into their My Atlassian account, and view all corresponding license keys. 

Yes, you can request a refund or exchange/upgrade of your commercial or academic server license up to 30 days after the original date of purchase. After the 30-day period, standard pricing for upgrades will apply and exchanges/refunds will not be available.

To request a refund/exchange within 30 days of payment, please contact our Sales Team.

Please note: Due to the charitable nature of funds collected from server product Starter Licenses, we're unable to offer refunds. Please contact our Sales Team to discuss options for returning Starter Licenses.

Refunds for Atlassian Cloud are only available within the first paid month after the evaluation period for monthly subscriptions and within 30 days of payment for annual subscriptions. After these periods we cannot offer refunds.

To cancel your evaluation/subscription for Atlassian Cloud, please follow the instructions below:

1. Log in to your My Atlassian account, the account page will display. Atlassian Cloud will be listed in the Licenses section.
2. Click the '+' sign for your Atlassian Cloud subscription, your account management screen will display.
3. Click the 'Cancel Subscription,' or 'Cancel Evaluation," link to request the cancellation of your account.

The Atlassian Cloud subscription will be terminated at the end of the current billing cycle and your credit card will not be charged again. No credit is offered for canceling an account prior to the end of a billing cycle.

To request a refund during the first month of paid service (following an evaluation) or within 30 days of payment for an annual subscription, please contact our Sales Team.

Yes, you can sign up for automatic renewals by credit card to ensure your organization doesn't experience any service interruptions.

To sign up for auto-renew, please follow the instructions below:

1. Log in to your My Atlassian account, the account page will display.
2. Click the '>' sign for the Atlassian product you would like to auto-renew.
3. Click the 'Turn Auto-Renew On'
4. Select any additional products you would like to auto-renew.
5. Input your credit card details.
6. Click 'Save Auto-Renew Settings'.

The automatic renewal will be processed on the expiration date of your subscription at the current renewal pricing.

US sales tax is only applied to orders addressed to billing customers based in Illinois, Massachusetts, New York, Texas, Washington, North Carolina, Ohio, Arizona, and the District of Columbia, containing purchases or renewals of taxable Atlassian products.

Please Contact Us with your exemption documentation and quote number (AT- XXXXXXX) if you are eligible to claim a sales tax exemption in relation to your existing quote.

Where available, Atlassian recommends providing blanket certificates (covers all orders) which remain in force until revoked in writing or by a tax authority.

The US sales tax exemption forms applicable to each taxable state can be found below:

• Illinois - Illinois Department of Revenue
• Massachusetts - Massachusetts Department of Revenue
• New York - The New York State Department of Taxation and Finance
• North Carolina - North Carolina Department of Revenue
• Texas - Texas Comptroller of Public Accounts
• Washington state - Washington State Department of Revenue
• Washington, D.C. - Application to The District of Columbia Office of Tax and Revenue for a organization-specific exemption certificate
• Arizona - State of Arizona Department of Revenue
• Ohio - Ohio Department of Taxation
• South Dakota - South Dakota Department of Revenue
• For Government exemption or immunity from State or Local taxes, you may elect to use Standard Form 1094 when no other evidence is available- Standard Form 1094

On 1 April 2014, Atlassian began collecting US sales tax on taxable sales to customers based in Illinois, Massachusetts, New York, Texas, Washington state or Washington, D.C., in accordance with US state tax legislation in those states.

On 1 May 2015, Atlassian began collecting US sales tax on Atlassian downloaded products from customers based in North Carolina, in accordance with US state tax legislation.

On 1 August 2015, Atlassian will begin collecting US sales tax on Atlassian downloaded products from customers based in Arizona or Ohio, in accordance with US state tax legislation.

On 1 May 2016, Atlassian began collecting US sales tax on Atlassian downloaded products from customers based in South Dakota, in accordance with US state tax legislation. 

If your purchases are U.S. sales tax exempt, please Contact Us with your valid exemption documentation and your quote/order number (AT-XXXXXXX) to avoid being charged U.S. sales tax on future orders.

Generally US sales tax will be applied to all taxable orders where valid exemption documentation has not been provided to Atlassian.

However if valid exemption documentation covering the period of the purchase can be supplied, please contact our Sales Team to arrange for the refund of your purchase within 30 days of payment.

After that time, you may contact your local state tax authority or amend your sales tax return to obtain a refund directly from the your local revenue authorities.

For Reseller or Partner orders, the application of the US sales is based on the location of the Reseller/Partner and not the location of the customer or technical contact. If a valid reseller exemption certificate has not been supplied at the time of order, then US sales tax will automatically be applied to the order.

a) VAT

In accordance with EU, Iceland, Norwegian and South Korea VAT legislation, VAT will be applied only to orders in those countries where exemption documentation or a valid VAT ID has not been supplied at the time of payment.

VAT in other countries such as Switzerland and South Africa is applicable on all taxable sales where a valid exemption documentation has not been provided to Atlassian prior to payment. 

b) JCT

In accordance with Japanese tax legislation, JCT is applicable on all taxable sales.

Please contact our Sales Team with your VAT ID/exemption documentation and quote number if you would like to apply a VAT ID or exemption status to an existing quote.

c) Indian Service Tax

In accordance with Indian service tax legislation, service tax will be applied only to orders where a valid Permanent Account Number (PAN), Corporate Identification Number (CIN) or Service Tax registration number has not been supplied at the time of payment.

No, the prices listed on our website are in US Dollars and do not include any tax. 

However, quotes generated via the Atlassian Store prior to purchase will state the applicable tax in US Dollars.

Please note:

For customers located in Australia, the tax conversion rate will be displayed on the Tax Invoice, which is issued upon receipt of payment in full.

For customers in the European Union, Norway, Iceland, South Korea, Japan and India, the equivalent tax will be displayed on the final invoice, which is issued upon receipt of payment in full.

The equivalent tax in Euros / Norwegian Krone / Icelandic Krona / South Korean Won / Japanese Yen will be displayed on the final invoice, which will be issued after full payment has been received.

This is because exchange rates fluctuate constantly and the equivalent tax in the non-USD currency cannot be determined until receipt of payment.

From time to time, domestic governments introduce new taxes or apply VAT, JCT or Service Tax to new taxable items through new legislation.

To be a good global citizen, Atlassian endeavors to be compliant with all relevant international laws. To uphold our core value of "Don't #@!% the Customer" where possible, Atlassian will go to the additional effort of registering, implementing, collecting and filing local VAT or JCT returns to be compliant with these legal requirements rather than ceasing to sell Atlassian products in a country with new taxes.

Generally VAT or Service Tax will be applied to all taxable orders where exemption documentation or a valid VAT ID, PAN, CIN, or Service Tax registration number has not been provided to Atlassian.

However, if exemption documentation or a valid VAT ID covering the period of the purchase can be supplied, please contact our Sales Team to arrange for the refund of your purchase within 30 days of payment.

After that time, customers with a valid VAT ID may claim a refund for VAT paid on business expenses directly from your local tax authority via your business VAT return. You do not need to self-assess VAT on this transaction again under the reverse charge system.

a) VAT

For Reseller or Partner orders, the application of the VAT is based on the location of the Reseller/Partner and not the location of the customer or technical contact. If no valid exemption documentation or VAT ID has been supplied at the time of order, then the VAT rate of the Reseller's/Partner's country will be automatically applied to the order.

b) JCT

JCT is applicable for all taxable sales. 

c) Indian Service Tax

For Reseller or Partner orders, the application of the Service Tax is based on the location of the Reseller/Partner and not the location of the customer or technical contact. If no valid PAN, CIN or Service Tax registration number has been supplied at the time of order, then Service Tax will be automatically applied to the order.

Visit your Atlassian account profile page. Enter your VAT Number, PAN, CIN or Service Tax registration number in the Tax ID section of "Your Personal Info" and click "Save"

Please note, this is not applicable to JCT

Please contact our Sales Team with your exemption documentation and quote number if you would like to apply your tax exemption status to an existing quote.

Please note, this is not applicable to JCT

Support Plan Feature	Server (standard)	Atlassian Cloud	Enterprise (legacy server license)	Premier Support*
Self-help resources support
Online ticket creation
Availability	24 x 5	24 x 7	24 x 7	24 x 7**
Initial Response Times (L1/L2)	1hr / 4hr	1hr / 4hr	1hr / 4hr	30min / 2hr
Phone Support			24x7	24x7**
Named Contacts				3
Senior Support Engineer first response				24x5
Warm handoffs				24x5
Onboarding and Environment Familiarity
Post-incident report requests

*  Standard maintenance must be current for all products.
** Weekend coverage supports all products, however, HipChat, Crowd and development tools coverage and response is limited to only L1 issues.

Renewing your server software maintenance is entirely optional, but it will ensure your continued access to the following great benefits:

Legendary Support

You'll continue to receive Atlassian's legendary support for another 12 months. Atlassian's support is available to you via our online support system.

Software updates

Our products continue to evolve via frequent and significant updates. If you're after new features, ever improving usability and the latest innovations in issue tracking, active software maintenance ensures you continue to receive all the latest software updates for another 12 months.

Peace of mind

If your team depends on our products for many of its day to day activities, having a guaranteed direct line of contact to a committed support team offers fantastic peace of mind. Renewing ensures that the privileges of software maintenance continue uninterrupted.

Order your renewal today

If you wish to renew your software maintenance, or upgrade your license, simply submit your order using our Quote & Order Form.

• New license: Your 12 month software maintenance period will commence from the date of payment confirmation.
• Upgrade: Your 12 month software maintenance will commence from the date of payment confirmation and replaces any active software maintenance of the upgraded license.
• Software maintenance renewal: Your 12 month software maintenance will commence from the expiration date of the previous maintenance period, regardless of when the maintenance renewal was purchased.

Please note: maintenance renewals commence from the date the previous maintenance period expires, regardless of when the maintenance renewal was purchased.

After the first 12 months, your software maintenance will expire and you will no longer be able to receive technical support or software updates. Renewing your software maintenance is done purely at your discretion and can be renewed in advance of your maintenance expiration to ensure uninterrupted access to the support and software updates.

As all commercial and academic licenses are perpetual, you can use your software into perpetuity. This means, the server product will continue to operate in it's current state after the maintenance period expires.

Please note: maintenance renewals commence from the date the previous maintenance period expires, regardless of when the maintenance renewal was purchased.

Software Maintenance comes in 12 month blocks. If you have purchased multiple Atlassian products on different dates, your maintenance renewal dates can be synchronized to the same date, so long as one license renews at least 12 months of software maintenance. To do this, please request a renewal quote by simply clicking the 'Renew' tab in our Atlassian Store. You'll want to have the following details for the license(s) on-hand:

• the current technical contact's email address
• the license SEN (Support Entitlement Number)

In the final step of the Atlassian Store there is an Additional Notes section. Please enter that you would like the license keys synchronized to either a common end date or a specific date of your choosing. This will flag the order for review so that a member of the sales team can pro-rate the maintenance, please be aware it may take 1-3 business days for you to receive the quote.

Please note: Because upgrades and new license purchases include 12 months of maintenance from the date of purchase, they cannot be synced to existing licenses for less than 12 months.

Anyone can purchase or request a quote - all that's needed is the Support Entitlement Number (SEN) and the email address of any current contact for the license being renewed. To order a server product software maintenance renewal, please visit our Quote & Order Form and click on the "Renew" tab*. On the Renew tab you can renew a product that you are associated with or provide us with the details of the product you wish to renew.

Once that is done, a quote or invoice will be sent via email. If credit card details are not provided through the secure online form, the quote can be paid by mailed check, ACH (US customers) or direct bank transfer.  License and any relevant source downloads can be be accessed online upon confirmation of payment.

Following payment confirmation, a new license key will be issued. The Billing or Technical contact can access the license key via their My Atlassian account. The existing installation can be updated by copying and pasting the new license key into the "License Details" page of product's administration section.

To request a quote from My Atlassian:

• Log into my.atlassian.com, the account page will display.
• Click the '+' sign of your Atlassian product being upgraded, your product management screen will display.
• In the Actions section click "Renew."
• Select the product to upgrade using the drop down and "Add to Cart.
• Review the cart and click "Proceed to Checkout."
• Complete the Licensee and Organization Details in step 3 of the Quote & Order Form then "Continue."
• Next, select "Pay now via credit card" or "Get a Quote" then "Review My Order."
• If the order is accurate click "Submit Order."

The quote or purchase confirmation will be sent to the named billing and technical contact(s).

Please note: Customers can hold a maximum of 3 years worth of active software maintenance for a server product. Atlassian Cloud customers can purchase a 12 month subscription.

*Pricing for software maintenance may be reviewed from time to time. For products whose maintenance is based on an old licensing model, which is no longer available, you will be quoted at the current renewal pricing. At our sole discretion, we may offer a limited-time grandfathering program for server products (not hosted) that we would announce to all customers holding licenses that experienced a change.

Atlassian supports major versions for two years after the first major iteration of that version was released (for example, we support JIRA 6.3.x for 2 years after JIRA 6.3.0 was released).

You can find more information and specific EOL dates in our End-of-Life Documentation.

A user is, by definition, any account with the permission to log into the application. A named user with this permission is counted towards the user limit, whether logged in to the application or not. Our licensing model is not based on concurrent users.

The following organizations are eligible for an Atlassian Academic License:

• Educational institutions: Public or private K-12, vocational schools, correspondence schools, junior colleges, colleges, universities, or scientific or technical schools that are accredited by a national accrediting agency.
• Administrative offices & boards of education: Provincial, district, regional, national and state administrative offices and authorities of the Educational Institutions defined above.
• Public libraries
• Home-school programs
• Research institutes that are affiliated with an accredited university.
• Teaching hospitals that are affiliated with an accredited university.
• Training and teaching organizations that are accredited by a statutory government qualifications body.

Proof of accreditation or affiliation may be required when ordering an Atlassian Academic License.

You can get more information on our Open Source licenses and apply for one here.

Atlassian Community Licenses are designed for registered non-profit charitable organisations and charities which are non-government, non-academic, non-commercial in nature, have no religious affiliation and that would not otherwise be able to afford Atlassian software.

You can get apply for Community Licenses by completing our Community License Request Form.

If you would like to apply for a HipChat Plus Community license, please sign up for a free HipChat account here and then submit your request to HipChat Support. 

Atlassian's free Classroom Licenses are designated for educational use by students and teachers within a classroom setting.

You can get more information on our Classroom Licenses and apply for one here.

Yes, additional licenses would be required. Each license permits only the deployment of a single instance of the software in a production environment.

Developer licenses are available to existing commercial, academic, and select Starter license holders (not available for cloud products) who wish to deploy non-production installations for use in testing and development of the Atlassian software (e.g. version upgrades, customizations to the software, etc) that should not be done on a live production instance.

Developer licenses can also be used for non-production installations of the software deployed on a cold stand-by server.

This license is provided free of charge and the maintenance expiration of this license will be synchronized to the maintenance expiration date of your product.

The technical contact for the license can generate a developer key by following these steps:

1. Log in to My Atlassian.
2. Click the Atlassian product in question - your account management screen will display.
3. In the Actions section click "View Developer License."
4. Review the Developer License agreement.
5. Finally click "View" to agree. A license key will be presented. Copy and paste this key into your development server.

You may generate more than one license key if running multiple pre-production, e.g. development, testing, and QA, servers.

Please note: JIRA, Confluence, Bitbucket Server and some marketplace add-on $10 Starter Licenses do include access to Developer Licenses. If you see the option to "View Developer License" in the license details panel you have access to a key. All other Starter License holders can use our evaluation license to test upgrades or purchase a second Starter License.

Server product licenses cannot be combined to increase the number of users for a single instance. To increase the number of users, you will need to obtain an upgrade to the desired user tier. You can get additional information on upgrades of each respective product: JIRA Software, JIRA Core, Confluence, FishEye, Crucible, Bamboo, Bitbucket, Clover, Crowd, Portfolio for JIRA, Capture for JIRA, Team Calendars for Confluence, and SharePoint Connector for Confluence.

All My Atlassian accounts use your Atlassian account email address for the username. You can now update the email address for your account at https://id.atlassian.com/manage/change-email. 

If you have licenses attached to your existing account, they will be transferred over to your new email address after a successful change. 

To add a billing or technical contact, any existing billing and technical contacts will follow these steps:

1. Log into your existing My Atlassian account with your Atlassian account.
2. Click the '>' sign of the Atlassian product you want to move, your account management screen will display.
3. In the technical and/or billing email field enter in the new contact's address and click "Add."  If the account does not exist you will be prompted to enter a few details.
4. To remove retired contact(s) click the trashcan icon next to the email address(es), this will remove the product from their My Atlassian account.

Existing contacts cannot promote other contacts to the primary billing or technical contact. If you would like to make someone a primary contact you will need to follow the above instructions and one additional step. Once you've added a contact, you will need to inform the new contact they can login into their My Atlassian account and promote themselves to the primary contact by clicking the up arrow icon next to their name. The current primary contact will then be demoted to a secondary contact and can be removed if needed.

If you do not have access to the license details via My Atlassian, please contact our Sales Team.

Monthly accounts

Any billing or technical contact of an Atlassian Cloud subscription can update the credit card on file. To update the credit card, please follow the instructions below:

1. Log into my.atlassian.com. You'll arrive on the Licenses page by default.
2. Click the '+' sign for your Atlassian Cloud instance. The account management pane will now display.
3. In the Credit Card section, click Edit Credit Card to the right of the current card details. Enter the new card details then save the changes.

The new card will be charged on the next billing date. If your account is past due, the credit card will be charged once it is updated. 

Alternatively, if you are a Cloud site admin, you can see and update the credit card for your subscription within the site administration console by going to  > Billing > Payment details. From the Payment details section you can:

• see the billing contact for your site
• update the credit card details for your payment
• update the billing address for your payment 

Annual accounts

You must be a site admin to update the credit card for an account on an annual subscription. Site Admins can see and update the credit card for your subscription within the site administration console by going to  > Billing > Payment details. From here you can:

• see the billing contact for your site
• update the credit card details for your payment
• update the billing address for your payment

The new card will be charged on the next billing date. If your account is past due, the credit card will be charged once it is updated.

Your contact information is managed with your Atlassian account profile. To update your profile, log into your account, make the desired changes on your profile screen, then click "Save Changes".

If you would like to change the email address of your Atlassian account, please see the directions above.

To change your password:

1. Visit id.atlassian.com and log in with your Atlassian account or My Atlassian password.
2. To view your profile, click your name in the navigation bar.
3. Click on the "Change your password" link.
4. Enter the current password and new password.
5. Click the "Update" button to save.

To reset your password:

If you've forgotten the password for your Atlassian account or My Atlassian account, follow these directions to reset it.

1. Visit id.atlassian.com/id/forgotPassword.action
2. Enter the email address associated with your account, then click "Send New Password".
3. We'll send you an email with a link that enables you to reset your password.

Atlassian account holders can log into their account and download a quote or invoice, make payment, update PO#, delete quotes, and even make changes to an existing quote. Paid invoices can be found on the "Orders" tab.

1. Log into your My Atlassian account and click the Orders tab in the navigation bar.
2. In the "Quotes" tab you can download a PDF quote or invoice, make credit card payment, Update PO# or delete the quote.
3. In the "Orders" tab you can see an order's details by clicking on the '+' and download a PDF of the paid invoice.

Please note: you can only access the orders where you are listed as the technical or billing contact.

The Server ID:

• is generated when you install an install version of our software for the first time
• exists for the life of the product instance
• survives an upgrade
• held in the database
• not bound to a specific license
• the same for all servers in a cluster (Confluence only)

You only need to update the server ID when starting an evaluation and after the first purchase. You are no longer required to provide the server ID after a renewal or upgrade. This will not affect or change the license key. You can learn more about Server IDs here.

There's no need to do this. Once you have a Server ID associated to a license, you can leave it as is.

Because the server ID is held in the database, it travels with the instance when the database or XML backup is restored on the new system. You don't need to generate a new Server ID for your new system.

The Server ID is located on a server product's License Details screen. If you have only a License ID in the License Details page, you may bypass the requirement to enter a Server ID - just look for the "Click here if your Confluence/JIRA instance does not have a Server ID" link on the "Update Server ID" page after clicking on "View License" on My Atlassian.

Upgrade paths and pricing for server products can be found on the tabs to the left of the FAQ page.

Licenses cannot be combined to create custom tiers (e.g., a 10 user license and a 50 user license will not produce a 60 user license), and custom tiers are not available for purchase.

Anyone can purchase or request a quote, all that's needed is the Support Entitlement Number (SEN) and the email address of any current contact for the license being upgraded.

Visit the Quote & Order Form and click on the "Upgrade" tab. Enter the license SEN and email address for a current license contact. Complete the license type, product, existing edition and upgrade to sections then click "Add to cart." Complete Step 2 and 3 of the Quote & Order Form and submit the form. Once that is done, a quote will be sent via email to the billing and technical contacts.

If credit card details are not provided through the secure online form, the quote can be paid by mailed check, ACH (US customers) or direct bank transfer. When payment is received, an email will be sent to the nominated licensee and billing contacts providing details on how to access the license and any applicable source downloads.

You can upgrade user tiers of Atlassian software at any time.

• Log into My Atlassian, the account page will display.
• Click the '+' sign of your Atlassian product being upgraded, your product management screen will display.
• In the Actions section click "Upgrade."
• Select the product to upgrade using the drop down and "Add to Cart.
• Review the cart and click "Proceed to Checkout."
• Complete the Licensee and Organization Details in step 3 of the Quote & Order Form then "Continue"
• Next, select "Pay now via credit card" or "Get a Quote" then "Review My Order."
• If the order is accurate click "Submit Order"

The quote or purchase confirmation will be sent to the named billing and technical contact(s).

Your 12 month software maintenance will commence from the date of payment confirmation and replaces any active software maintenance of the upgraded license. You will not accrue maintenance forgone from your old license because a new service agreement is entered on a new product with a new license key.

License upgrades includes 12 months of software maintenance commencing from the date payment is processed and cannot be shortened. Customers can synchronize the maintenance on other licenses to match the license being upgraded. Alternatively, when the maintenance for customer's other licenses is up for renewal the upgraded license can be added at that time.

Within Atlassian's current price structure, we're unable to make any changes to our End User Agreement. If you consider our pricing model and the costs of creating and managing individual agreements with each of our customers, you can begin to understand our position. Maintaining a standard End User Agreement with all of our customers allows us to focus our resources on meeting our obligations under these agreements. Do keep in mind of course that our End User Agreement has been very carefully authored to be fair to both you and us.

There may be some issues that are not covered here or on the rest of this page. If so, please feel free to contact us.

Atlassian lists a small number of our customers on our website as examples of organizations using our software. All other disclosures about our customers (customer testimonials, case studies, etc.) are done so only after collaborating with and obtaining permission from our customers.

If you don't want us to mention your company name at all, just contact our Sales Team and we'll add you to our list of companies requesting not to be party to any disclosures or forms of publicity (including our customer lists on our website).

JIRA Software, JIRA Core, Confluence, Bamboo, Crowd, Bitbucket and SharePoint Connector for Confluence commercial, academic, and Starter License holders receive source code to the software, allowing for in-house customizations and modifications. Atlassian's software is still very flexible and customizable; source modifications are required only in the most complex setups.

The JSP source code is provided to Crucible and FishEye commercial, academic, and Starter License holders.

Source code access is only offered by Atlassian for some Atlassian products. 3rd party Marketplace and Atlassian Add-ons may not include access to source code.

Under the terms of the Atlassian End User Agreement, licensees are permitted to modify the source code to develop bug fixes, customizations or additional features. As Atlassian software is proprietary, under no circumstance may licensees embed the source code into another application, nor can a licensee copy or in any way use elements of the source code within other applications.

PLEASE NOTE: Some customers may not have access to product source code due to U.S. Export Control restrictions. More information can be found at bis.doc.gov.

Certainly! As a customer there are different approaches to influencing the evolution of Atlassian's products:

1. Vote for an existing issue: Atlassian runs a public JIRA instance allowing customers to submit issues (e.g. feature requests and bugs). Each time Atlassian plans the next version of an application, the number of votes for all outstanding issues are reviewed to gauge their popularity. Therefore, by voting for an existing issue you can increase its likelihood of being included in the next planned release. You can search for outstanding issues through the 'Find Issues' search tool. Simply view the relevant issue and 'Vote for it'.
2. Create a new issue: If there are no matching existing issues that reflect your requirements, you can submit a new feature request by creating a new issue, selecting the relevant project (JIRA or Confluence), selecting 'Feature Request' or 'Bug' (depending on your issue type) and then completing the relevant details on the subsequent screen.
3. Customize the source code: All JIRA, Confluence, Bamboo and Crowd commercial and academic license holders are granted access to the full source code as part of the terms of the commercial license. With source access the application can be completely customized to cater for the most complex environments and/or requirements.

Atlassian does not currently offer customers any professional services. Consequently, Atlassian can not formally engage in or formally assist with on-site customer training, implementations or software customizations. Commercial and academic licensees are of course entitled to support and assistance under the terms of their active software maintenance and Atlassian will always endeavor to provide legendary support under those terms. We do, however, have a number of official Atlassian Partners who are able to assist with on-site training, implementation and customization requirements.

Indeed, Atlassian is always interested to hear from like minded companies looking for compelling synergies.

The Atlassian Solution Partner Program was established to provide support and incentives to parties interested in selling Atlassian products and related services to their current and prospective customers. For more information and to submit your application, please visit the Atlassian Solution Partner page.

You can find a list of our current Solution Partners by region in the official Atlassian Partner Directory. Alternatively, please contact the Atlassian Channel Team for a recommendation.

No, Atlassian products are proprietary software applications.

JIRA Software, JIRA Core, Confluence, Bamboo, Crowd, Bitbucket, and SharePoint Connector for Confluence commercial, academic, and Starter License holders do however receive the full source code to the software, allowing for in-house customizations and modifications. Atlassian's software is still very flexible and customizable; source modifications are required only in the most complex setups.

The JSP source code is provided to Crucible and FishEye commercial, academic, and Starter License holders.

Source code access is available only to the nominated technical and billing contacts of a server product license. To become a license contact and have access to source code, please contact your nominated technical or billing contact(s). If you do not know whom to contact within your organization, please contact us.

Atlassian Cloud customers do not have access to source code as the Cloud code base is not customizable. In addition to Atlassian cloud customers, some customers may not have access to product source code due to U.S. Export Control restrictions. More information can be found at bis.doc.gov.

Please note: Atlassian does offer free licenses for official Open Source Projects and community organizations — it's our way of giving something back :) . In addition, Atlassian actively supports a large number of Open Source projects and groups, such as Apache, Codehaus, OpenSymphony, WebWork and XDoclet. To learn more about Open Source at Atlassian, click here.