Question on support tickets

[echen805]

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Does anyone know if there's another way to sign up for Team? I created a support ticket but I think because my payment expired, maybe I'm not getting replies from their support team since it looks like support tickets outside of community is a paid feature?

I tried to sign up for Team but their credit card processing is down and I hit a 404 when I try to sign up via Paypal.

cc @queenofcorgis if this helps, I'm still stuck on trying to update the card we have on file since the old one is now expired

[Radi410]

Try the upgrade flow in a private/incognito window. Sometimes old session cookies from your expired card can interfere with the new payment handshake.
Make sure your browser's language/region settings match the billing address of the card. Some processors get picky if they detect a mismatch during the "contacting provider" phase.

PayPal Alternative: Since the PayPal link 404'd, try going to your Personal Settings > Billing & Plans > Payment Information first to link PayPal there before trying to hit the "Continue with Team" button.

[echen805]

ah good call outs, thanks @Radi410 ! I tried in incognitio and a new browser and it didnt work either.

[hardik121121]

A few things that might help get you unstuck:

For the support ticket issue — billing problems are actually an exception to the paid support wall. You can reach GitHub billing support directly at https://support.github.com even on a free plan. When submitting, select Billing as
the topic — those tickets tend to get routed differently than general support.

For the payment processing issue — worth checking https://www.githubstatus.com to see if there's an active incident affecting payments. If the credit card flow is hitting errors for multiple people right now, waiting it out or retrying in a few hours is sometimes the only fix.

For the PayPal 404 — this is likely a regional or account-state issue with the payment flow. One workaround: try adding PayPal as a payment method under Settings > Billing & plans > Payment methods before initiating the Team upgrade, then go back and upgrade. The 404 usually happens when the redirect back from PayPal hits a state mismatch mid-flow.

Last resort — GitHub has a Sales contact form for Team/Enterprise inquiries. If self-serve checkout is broken, their sales team can sometimes manually process the upgrade. Worth a shot if billing support is slow to respond.

[devsebastian44]

Hi! As far as I know, you should still be able to receive responses to a support ticket even if your payment has expired, although response times might be slower.

If you're trying to sign up for the Team plan and are having issues, you could try:

• Logging out and back in, then attempting the upgrade again
• Using a different browser or clearing your cache
• Checking if your payment method is valid and updated

If none of that works, you might want to submit a new ticket or try reaching out through any official support channels they provide (like their website contact form or help center).

Hopefully that helps, and good luck!