Complaints

This profile includes complaints for Atlassian, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Atlassian, Inc.

  350 Bush St Fl 13 San Francisco, CA 94104-2879

• 

  Atlassian, Inc.

  1098 Harrison St San Francisco, CA 94103-4521

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/22/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I operate a paid Bitbucket Cloud workspace named shaunwaksman. On July 23, 2025, Atlassian terminated my account/workspace without any prior notice. For roughly 60 hours afterward, Support did not disclose that termination was the reason I could not access my repositories. Only after multiple exchanges on ticket BBS-****** was I informed that termination had occurred. During and after this period, Support has not provided a way to retrieve my code or enumerate/export my repositories despite repeated requests.Atlassians own policy states that for paid subscriptions, a cloud sites data is retained for 60 days after cancellation and can be restored within that window. As of today, I am within that 60-day window and have asked Atlassian to either reactivate access temporarily or export my repositories. No satisfactory action has been taken. What Ive done to resolve it with the business:Opened and pursued Support ticket BBS-****** (no satisfactory resolution).Provided my identity, workspace name, and contact details; asked Atlassian to preserve all data and to either reactivate read-only access or produce exports for every repo under shaunwaksman.Desired resolution:Immediate preservation of all data tied to the shaunwaksman workspace (repositories, wikis, LFS objects, attachments, and audit/access logs) for the duration of the 60-day retention window, or longer if needed. Either (a) temporary reactivation of my account/workspace with read-only permissions so I can download full-history archives of every repository under shaunwaksman, or (b) Atlassian to generate and provide secure download links (no login required) for full-history exports of all repositories/wikis, including LFS and attachments.

• Initial Complaint

  Date:04/30/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need to cancel a free trial for Guard and Guard Premium but Atlassian website will not allow me to and when I call the ** says they are closed.

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date my test was scheduled was on February 24, 2025 at 10:00 a.m. I arrived about 34 minutes early to the testing location. The problem occurred when I realized that there were no phones allowed in the building and there was no disclosure given to this prior to me arriving at the testing site. My voucher is not being honored to take my test. There was a lack of information regarding the requirements when taking this ******* exam. There is also a lack of consideration for someone who doesnt have a vehicle of their own. I took an **** to the location without any idea that my phone wasnt allowed in the building and no option to store it anywhere else other than outside in the bushes. It definitely made me feel embarrassed, ashamed, and even scared for the safety of my identity if my items were to be stolen. This made me very anxious and scattered when I was initially very calm and ready to take my exam. The ******* informed me that there is a camera that would provide evidence of the occurrence however, no investigation was completed. When I attempted to reschedule my exam, I was told that I had to pay for a second time. I wasnt even able to take the exam. I was escorted to the room that housed the computers I would be taking my exam. The exam that I was scheduled for was a simple navigation test. The Jira 900 certification was basic knowledge about going through tabs and the meaning of Epic. I wasnt cheating or I wasnt late. Im only guilty of not having a vehicle.

• Initial Complaint

  Date:02/12/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up to use a product by Atlassian called ****** and was overcharged for the service. There was no clear explaination of the full cost and my credit card was carded multiple fees without my permission

• Initial Complaint

  Date:02/01/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Atlassian, Inc. for breach of contract, unauthorized billing, deceptive subscription retention practices, and failure to meaningfully engage in dispute resolution. Atlassian has continued to charge me after my confirmed account cancellation, violating their own Terms of Service.<> Breach of Contract (Terms of Service Violation): On September 7, 2024, I initiated the cancellation of my Atlassian account through their official process. Atlassians Terms of Service explicitly state that users who cancel will not be billed for subsequent periods. However, I was still charged for October, November, and December 2024, despite my account being officially deleted on September 21, 2024. Atlassians own customer support admitted that billing should have stopped but failed to issue a resolution in a timely manner.<> Illegal Subscription Retention Practice (Fraudulent Admin Requirement): Atlassian prevents cancellations unless an "admin" remains active, even after the account is deleted. This "admin" role was automatically assigned to another user without their knowledge or consent, meaning I, the original account holder, was blocked from completing cancellation. This practice is deceptive, as it allows Atlassian to continue billing users who believe they have canceled. This artificial retention mechanism inflates Atlassians active subscriber count, which may mislead investors about the companys growth and revenue stability.<> ************************ of Accountability: Despite multiple support requests, Atlassian refused to escalate this matter to senior leadership or legal representatives. I issued a formal settlement demand on January 15, 2025, requesting compliance with their Terms of Service and a resolution, but Atlassian failed to respond. Atlassians leadership and legal team have effectively hidden behind a frontline customer service representative, evading direct engagement and possible accountability.

• Initial Complaint

  Date:08/02/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for an account several years ago. Over the last two years, I have requested explicitly to cancel the account, but I'm told for various reasons I cannot. The biggest hangup is that I no longer had access to the company email that was used to create the account. I worked with an old colleague to reset the password. Despite receiving a confirmation of the password change, when he and I have attempted to log in, there is an error that says "Account has been deactivated." Yet, I continue to be billed every, single month. There is virtually no way to contact a human at this company.

• Initial Complaint

  Date:04/26/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I'm sorry to have to file a complaint first but I do not know how to contact customer service. I have been getting charged $15 monthly since July of 2023. I believed it to be a yoga video subscription for months and went pretty crazy trying to find out who I had subscribed through - because I couldn't find the subscription anywhere. Come to find out it's a "video messaging service," I have no idea how I started being charged for this. Only that I've been being charged for this service that i have not used for a long time now. Can someone please help?(Note: the charges come to my paypal account if that helps any, the transaction ID for the month of ***** is: 8211755G10005HBAL)

• Initial Complaint

  Date:09/06/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good morning, I had paid the amount of $250.00 to take the Atlassian Exam for the Jira Datacenter Certification on the week of February 19th, 2023.I did not become certified due to the following reasons: Exam was poorly developed. The questions were poorly worded and put together in a dubious manner to deliberately prevent exam-takers from passing the exam. In addition, on a number of question, the multiple choice answers were identical character to character.***** to taking this exam, I took the applicable course that Atlassian made available for free online and which also stated 2-3 years work experience with the software. I have this experience and I know this software. It was clear that Atlassian deliberately doctored the exam assigned to **** would like to requested the following: 1. refund in the amound of $250 as reimbursement for this doctored exam I have attempted to communicate with this business, however, there has been no response.

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I continue to have accounts setup in my name and with my email address. I am not setting these accounts up and I have contacted this company regarding this matter previously. They assured me that the issue was resolved and that it was a scam. However, I continue to have accounts created since July 25th.

• Initial Complaint

  Date:06/27/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In order to support an online Jira/Confluence course, I followed the Instructor's recommendation to open a zero-cost, 14-day Standard Trial Plan Jira Software (Cloud) Account on 02/27/23. Upon attempting to access the account a few days later, the Standard Trial Plan had been upgraded to a Premium (pay) Plan w/o my authorization. As such, I emailed Atlassian on 03/01/23 regarding the unauthorized upgrade and requested that the plan change be reversed. I followed up w/ Atlassian via email 24 hours later to no avail. After several back-and- forth emails over the next few weeks failed to result in adherence to my request, I emailed Atlassian again on 03/29/23 and offered them the option of Reinstating the Standard Plan initially elected or Closing my account altogether by 03/31/23. Atlassian's failure to respond as requested resulted in my requesting Account Closure via email on 04/05/23. Atlassian's failure to close my account also resulted in my addressing the matter w/ Atlassian US HQ President *************************** on 04/09/23. My long-time friend and attorney ******************* followed up w/ ************************* regarding my request for account closure via Certified Mail on 05/20/23. However, rather than close the account as requested, ********************** Customer Support Staff emailed me on 05/29/23 indicating "You are now on the Free plan of Jira Software (Cloud)".