Billing engine FAQ

As the needs of our cloud customers and apps continue to grow, so does the need for a more unified and flexible way to manage billing and invoicing. To meet these needs, Atlassian is replacing our existing billing infrastructure with a new cloud billing engine that provides a consolidated experience across all Atlassian cloud apps.

With this new billing engine, billing administrators can:

• Access a single location to manage all cloud subscriptions and app activity
• View all cloud subscriptions and apps in one place
• Mix and match cloud subscriptions and apps on a single bill
• Upgrade or downgrade products by solution
• Manage your bill under a customer billing account structure (instead of site-by-site billing)
• Enjoy an improved in-product customer experience
• Get streamlined access to customer support

For more information about the new billing engine and how it may affect your experience, visit Understand the improved Atlassian billing experience | Atlassian Support.

All customers who have subscriptions for Atlassian cloud apps will eventually be moved to the new billing engine.

We’re taking a phased approach to add all cloud products and apps to the new billing engine over time. If you have paid cloud subscriptions for the following apps, you may be shortlisted for migration in the coming months:

• Atlassian Guard Standard
• Atlassian Guard Premium
• Bitbucket
• Compass
• Confluence
• Jira
• Jira Service Management
• Jira Product Discovery
• Marketplace apps
• Loom
• Rovo
• Statuspage

Billing support for the following cloud products and apps is still in the works:

• Advisory Services
• Data Center
• Trello
• Jira Align
• Opsgenie

Note on cloud editions:
The new billing engine supports all cloud Free, Standard, Premium, and Enterprise editions of our apps at the time of migration.

Atlassian Guard is invoiced in the same group as your existing subscriptions, and can be paid for with the same payment method.

If your products are on the legacy system, your Atlassian Guard billing is supported there. If you have some products on the new cloud billing engine and some on the legacy system, Atlassian Guard billing is managed from the new cloud billing engine.

For more details on Atlassian Guard subscriptions in the new cloud billing engine, visit this page on support.atlassian.com.

Curious how to know if your billing is in the legacy system or new billing engine? Visit the Understand the improved Atlassian billing experience link.

Payments can be made via credit card for monthly Atlassian Guard subscriptions. For annual subscriptions and quotes, payments can be made via credit card, PayPal, bank transfer/ACH, check, Net-14 payment terms, or Net-30 payment terms.

You can view your list of subscriptions, upcoming payment estimates, historic invoices, and more in the new cloud billing engine by visiting your billing console.

Yes! Please contact us via Atlassian Support: Pricing, Billing, & Licensing | Atlassian to discuss your options.

Visit Understand the improved Atlassian billing experience to learn which billing system supports your Guard app and how to identify your current billing experience.

Please visit Atlassian Support: Pricing, Billing, & Licensing | Atlassian.

The new cloud billing engine eliminates the need to verify your organization’s domain to receive a quote, allowing you to receive a price estimate faster.

Atlassian Guard Standard and Atlassian Guard Premium are billed as separate apps because they are licensed independently. Guard Premium is an add-on to Guard Standard, so you’ll see two line items: one for your base Guard Standard subscription, and a separate line for Guard Premium if you’ve chosen to add those enhanced security features.

This billing structure ensures transparency—you can clearly see the cost for each app and only pay for the additional Guard Premium features for users who need them. You are not charged twice for the same user; you pay once per managed account or external user in your organization.

For more details on how Atlassian Guard Premium is billed, see Manage your bill for Atlassian Guard Premium | Atlassian Support.

If you see an add-on for premium services on your billing statement, it means you’ve chosen to add extra features or enhanced functionality, such as Atlassian Guard Premium, to your existing app subscription.

These premium add-ons are billed separately for transparency, but appear on the same statement as your primary app for your convenience.

You are only billed for the add-on features you’ve selected, and not charged twice for the same user or account.

If you have questions about specific charges or need further clarification, please contact  Atlassian Support for assistance.

A billing account is a new billing and invoicing structure that allows you to group and organize all billing transaction-related activities with Atlassian. This shifts our billing structure away from site-level billing to customer billing accounts, giving you more flexibility in managing and paying for your Atlassian subscriptions.

This does not mean that the structure of organization and site is going away—it simply means you’re no longer constrained to pay site-by-site, but can pay based on how sites are grouped into one account.

With a billing account, you can:

• Access account-based billing for cloud products and apps, for individuals and companies
• Share and manage entitlements with co-workers
• Store multiple payment methods and share a payment method across multiple sites

For more information on billing accounts, visit, Understand billing accounts | Atlassian Support

In our existing billing systems, customers are billed on a site-by-site basis. In the new billing engine, all cloud app subscriptions live under a customer billing account. This gives you the option to be billed by account instead of by site, offering more flexibility in how and when you’re invoiced—based on your business needs.

It’s important to note that we are not requiring all product subscriptions in each billing account to be billed together on a single invoice.
You have the choice to either group app subscriptions into one invoice or keep invoices for each individual site.

With the rollout of Atlassian’s new cloud billing engine, billing and invoicing are now managed at the account level rather than site-by-site. To support this new structure, Atlassian has introduced the “Billing Administrator” role. This role gives you the ability to manage all billing activities—including subscriptions, invoices, payment methods, and contacts—across all your cloud products and apps within a single billing account.

What does this mean for you?

• You’ll have more flexibility to manage billing for multiple sites and products in one place.
• You can choose to group subscriptions and apps into a single invoice or keep invoices separate by site—whichever works best for your business needs.
• The “Billing Administrator” role replaces the previous billing and technical contact roles, streamlining billing management and permissions.

For more information about the new billing experience and roles, Understand the improved Atlassian billing experience | Atlassian Support.

Your existing billing processes and support contacts will remain unchanged after your migration to Atlassian’s new billing engine. Once migrated, you’ll benefit from an enhanced view of your Cloud Enterprise Edition subscriptions within the billing console, including improved visibility of all Enterprise subscriptions, instances, and Marketplace apps.

For more information on managing your Cloud Enterprise Edition billing in the new experience, visit the billing console.

With the improved billing experience, you’ll find a unified interface at admin.atlassian.com/billing. In this new interface, all child instances associated with your Enterprise license are easily viewable in a new list view within your billing account.

For step-by-step instructions on how to locate your Enterprise entitlements in the new billing experience, visit Manage your bill for Enterprise plans | Atlassian Support.

To smoothly transition from our current billing infrastructure to the new cloud billing engine, Atlassian will migrate all existing cloud customers’ billing data from the old system to the new one over several months in phases for different customer groups.

To ensure your contacts are prepared ahead of migration, visit Prepare your contacts ahead of billing migration for step-by-step guidance.

No, there will not be any downtime to existing systems during the transition to the new cloud billing engine. After your site(s) are migrated, you’ll see a new interface to view and manage subscriptions, billing, invoicing, contacts, and payment details.

Note:
Once your cloud site is migrated, billing management will be handled in the Billing Account Console (BAC) at admin.atlassian.com/billing instead of my.atlassian.com.

No. This change does not affect your current access to sites, subscription set, or app cost. Additionally, your users' app usage is not interrupted.

Data security and data integrity are our highest priorities during the migration process. We’ve built sophisticated tooling specifically for moving billing data between our systems. This tooling implements end-to-end encryption to keep your data secure and protect your privacy during the transition from the legacy system to the new billing engine. Multiple cross-validations between systems before and after migration ensure the integrity of your data at every stage of the move.

We're not migrating any site attached to apps that are not yet supported by the new billing engine.