Enterprise Upgrade Issues with No Support Response

[jdawsonCR]

🏷️ Discussion Type

Bug

Body

I was not warned prior to upgrading my Org to Enterprise that I would lose my nonprofit discount. I since racked up excessive GitHub actions costs. I have submitted ~15 support tickets to get help with no response. I eventually figured out I needed to add myself as a Support Entitlement - It's utterly ridiculous that there was no one by default and no good help context when submitting tickets that this was a necessary step. A support ticket should not go through and look like it was submitted when it immediately disappears without a trace - no email notification, no helper text, no submission record with a cancelled status in the issue queue. Even after adding the support entitlement to my user account, my support tickets still do not show up in my Enterprise account Support Ticket queue. I even reached out to the GitHub Enterprise team to find out who my account rep is. They just told me they can't help and to submit support tickets, even though I told them support tickets aren't working. I frustrated and at a loss of what else to do.

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[zippynx]

Hi @jdawsonCR! I am so sorry you are dealing with this. Getting stuck in an automated loop while incurring unexpected Actions billing costs is incredibly stressful.

Since the internal Enterprise ticketing system is currently failing you (tickets silently disappearing even after fixing the Support Entitlement), you need to bypass the standard portal to get a human's attention and stop the bleeding. Here are the most effective escalation paths for this specific bug:

1. Escalate via Social Media (Fastest Response): Reach out directly to @githubhelp on X (Twitter). Do not explain the whole billing issue there, just state clearly: "My Enterprise Support portal is broken. Submitted 15 tickets that silently disappeared. I have an urgent billing issue and need a human to manually open a ticket for me." The social media team has the power to manually force a ticket into the system.

2. Use the General Billing Form (Logged Out/Incognito): Sometimes the Enterprise SSO or Entitlement routing is exactly what causes the ticket to crash into the void.

Open an Incognito window.

Do NOT log in.

Go to the standard GitHub Support page and submit a ticket under "Billing and Payments".

Put your Enterprise Org details and the situation in the description.

3. Regarding the Nonprofit Discount:
   For context when you do reach them: standard Organization nonprofit discounts often do not automatically carry over to Enterprise accounts because Enterprise billing usually requires a separate, custom contract. When you get hold of a billing rep, explicitly ask them to apply the Enterprise Nonprofit discount retroactively to clear out those unexpected Actions costs.

I hope one of these workarounds helps you break out of the support loop. Hang in there, and please update this thread once you finally get a response!

[P-r-e-m-i-u-m]

Yo @jdawsonCR — that support loop is a nightmare. Losing the nonprofit discount because of an "oops" upgrade is painful enough, but getting ghosted by support makes it 10x worse.
The Move:
Stop using the web form. It’s clearly broken for your account. You need to go straight to the Enterprise Sales team.
Find the contact email for GitHub Enterprise Sales (not general support) and email them directly. Mention "Billing Error" and "Nonprofit Discount" in the subject line. Sales reps have way more power to fix billing messes and restore discounts than the frontline support agents.
Also, check your spam folder religiously—those tickets might be bouncing or going straight to junk.

[jdawsonCR]

@P-r-e-m-i-u-m Thanks for the advice! I got to a Sales Development Representative | GitHub. I asked:

I upgraded to an Enterprise account two weeks ago and now I lost my nonprofit discount and I have gotten no response to multiple support requests. Do I have an account manager? Who can help me figure out what's going on with my account?

Her response:

Thank you for following up, and I’m sorry for the frustration here.
To your questions: I don’t have visibility into account-level billing changes or nonprofit discount eligibility, and I’m not assigned as an account manager on Enterprise accounts. The fastest and most accurate way to get this resolved is through GitHub Support, as they can review your account history, discount status, and prior tickets directly.

You can reach them here: https://support.github.com/.

If you already have an open ticket, I recommend replying directly to that thread so it stays connected to your account details.

The whole point is I can't get a support ticket to go through! I sent her follow up emails. Maybe she will respond.

Nothing has showed up in my Spam folder, but I will keep looking. Thanks for helping it not feel like I'm shouting into the void.

[P-r-e-m-i-u-m]

@jdawsonCR — that Sales Rep response is frustratingly standard. They basically just passed the buck back to the broken queue.
Since email is dead and the web form is eating tickets, you have to make some noise publicly.
Go to X (Twitter) and tweet @githubsupport with screenshots of your "missing" tickets and the email from the Sales Rep admitting they can't help. Tag @githubenterprise too.
Sometimes the only way to get a human to look at a backend issue like this is to shame it publicly.
Also, tell that Sales Rep you need to open a formal Billing Dispute. Sales teams hate billing disputes and usually escalate them immediately to finance/legal, who actually have the power to fix the discount. Don't let them just "nope" you.