Get Help with Atlas (original) (raw)

MongoDB Atlas offers several packages to support your organization or project. Atlas includes a free Basic support plan, or you can upgrade to a paid plan for extended support services. Details on support plans are available through the UI as part of the procedure tochange your support plan or bycontacting MongoDB.

To raise and view support cases, you must have the appropriate roles:

Support Cases Scope Role
Can View Project Any user with any role in the project
Can Raise Project Any user with any role in the project
Can View and Raise Organization and Project Any user with the Organization Owner, or Organization Read Only for the organization

Based on your support plan, you can request support through theAtlas console in the following ways:

Warning

We're currently rolling out a new and improved navigation experience. If the following steps don't match your view in the Atlas UI, see the preview documentation.

  1. If it's not already displayed, select the organization that contains your desired project from the Organizations menu in the navigation bar.
  2. If it's not already displayed, select your desired project from the Projects menu in the navigation bar.
  3. Next to the Projects menu, expand the Options menu, then clickProject Support.
    The Project Support page displays.

The following table describes the ways you can modify your support plan and its impact on billing:

Action Result
Upgrade or Downgrade Your billing changes occur on the first day of the next month.
Cancel during a trial period Your billing stops immediately.
Cancel outside of a trial period Atlas schedules for the cancellation of your plan at the end of the month and your billing continues until the cancellation period.
  1. If it is not already displayed, select your desired organization from the Organizations menu in the navigation bar.
  2. Click Support in the sidebar.

Note

You always have access to the free Basic support plan.

  1. If it is not already displayed, select your desired organization from the Organizations menu in the navigation bar.
  2. Click Support in the sidebar.

You can see all available support plans and a breakdown of the features and cost for each plan.

You get a 30 day free trial of the Developer plan. After your 30 day free trial, you are automatically enrolled in Developer Support at the estimated cost.

To subscribe to the Developer plan:

  1. Click Start 30 Day Free Trial under that section.
  2. Review Billing Address.
    If you want to enter a new billing address:
    1. Clear Use saved billing address.
    2. Enter a new billing address. To learn more, see Set Payment Method.
      You must update payment method also.
  3. Review Payment Method and make any necessary changes by clicking Edit. If you edit the billing address, you must update payment method also.
  4. Review Cart and make any necessary changes by clicking Edit.

To subscribe to the Pro plan:

  1. Click Select Plan under that section.
  2. Review Billing Address and make any necessary changes by clicking Edit. If you edit the billing address, you must update payment method also.
  3. Review Payment Method and make any necessary changes by clicking Edit. If you edit the billing address, you must update payment method also.
  4. Review Cart and make any necessary changes by clicking Edit.

If you cancel a Developer or self-serve Pro support plan and later reactivate paid support, billing charges apply retroactively from the date that a non-Basic support plan was last active (up to 90 days in the past) unless:

To subscribe to the Enterprise support plan, to pay with an alternative payment method, or for additional information about support plans, contact MongoDB.

MongoDB Atlas offers personalized, expert consulting with Flex Consulting units.

To purchase Flex Consulting units through the Atlas console:

  1. If it is not already displayed, select your desired organization from the Organizations menu in the navigation bar.

  2. Click Support in the sidebar.

  3. Under Flex Consulting, click Buy Flex Consulting.

  4. Select a level of engagement.

  5. Click Continue to Checkout and complete steps 3 to 6 to configure the billing information.

Field Necessity Action
Billing Email Address Optional Type the email address to which Atlas should sendbilling alerts.By default, Atlas sends billing alerts to the Organization Owners and Billing Admins.If you leave the Billing Email Address blank,Atlas sends billing alerts to the Organization Owners and Billing Admins.If you specify a billing email address and uncheck Only send invoice emails to the Billing Email Address, Atlas sends billing alerts to the billing email address, Organization Owners, and Billing Admins.If you specify a billing email address and check the box for Only send invoice emails to the Billing Email Address, Atlas send billing alerts to the billing email address only.
Company Name Optional Type the name of the company for your billing address.
Country Required Select the country for your billing address. You can also start typing the name of the country and then select it from the filtered list of countries.
Street Address Required Type the street address for your billing address.
Apt/Suite/Floor Optional Type an the apartment, suite, or floor for your billing address.
City Required Type the name of the city for your billing address.
State/Province/Region Required Type or select the political subdivision in which your billing address exists. The label and field change depending on what you selected as your Country:If you select United States as your Country, this label changes to State. The field changes to a dropdown menu of U.S. states. You can also start typing the name of the state and then select it from the filtered list of states.If you select Canada as your Country, this label changes to Province. The field changes to a dropdown menu of Canadian provinces. You can also start typing the name of the province and then select it from the filtered list of provinces.If you select any other country as your Country, this label changes to State/Province/Region. The field changes to a text box. Type the name of your province, state, or region in this box.
ZIP or Postal Code Required Type the ZIP (U.S.) or Postal Code (other countries) for your billing address.
VAT Number Conditional Atlas displays the VAT ID field if you select a country other than the United States.To learn more about VAT, seeVAT ID.If your company's billing address is in a country other than the United States (USA), Atlas typically charges VAT if you do not enter a valid VAT ID Number on yourbilling profile.IMPORTANT: If your billing address is in Ireland or certain Canadian provinces, Atlas always charges VAT, even with a validVAT ID Number.To learn more about VAT by region, seeInternational Usage and Taxation.
  1. Click the radio button for Credit Card orPaypal.
    • If you selected Credit Card, type values for the following fields:
      Field Necessity Action
      Name on Card Required Type the name that appears on your credit card.
      Card Number Required Type the 16-digit number that appears on your credit card. American Express uses a 15-digit number.
      Expiration Date Required Type the expiration date for your credit card in the two-digit month and two-digit year format.
      CVC Required Type the three-digit number on the back of your credit card. American Express uses a 4-digit number found on the front of the credit card.
    • If you selected PayPal:
      1. Click Pay with PayPal.
      2. Complete the actions on the PayPal website.

All projects within your organization share the same billing settings, including payment method.

To learn more or to purchase Flex Consulting units from a representative, see MongoDB Flex Consulting.

Note

You must schedule consulting hours to use Flex Consulting units. When you purchase Flex Consulting, you receive a confirmation email with further instructions.