Get Help with Atlas
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 to change your support plan or by contacting MongoDB.
Required Roles
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 for the organization |
Request Support
Based on your support plan, you can request support through the Atlas console in the following ways:
Modify a Support Plan
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. |
Flex Consulting
MongoDB Atlas offers personalized, expert consulting with Flex Consulting units.
To purchase Flex Consulting units through the Atlas console:
Navigate to the Support page for your organization.
If it is not already displayed, select your desired organization from the Organizations menu in the navigation bar.
Click Support in the sidebar.
Purchase Flex Consulting units.
Under Flex Consulting, click Buy Flex Consulting.
Select a level of engagement.
Click Continue to Checkout and complete steps 3 to 6 to configure the billing information.
Update your Billing Address details as needed.
Field | Necessity | Action |
|---|---|---|
Billing Email Address | Optional | Type the email address to which Atlas should send billing alerts. By default, Atlas sends billing alerts to the Organization Owners and Billing Admins.
|
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:
|
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, see VAT 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 ImportantIf your billing address is in Ireland or certain Canadian provinces,
Atlas always charges VAT, even with a valid To learn more about VAT by region, see International Usage and Taxation. |
Update your Payment Method details as needed.
Click the radio button for Credit Card or Paypal.
If you selected Credit Card, type values for the following fields:
FieldNecessityActionName on CardRequiredType the name that appears on your credit card.Card NumberRequiredType the 16-digit number that appears on your credit card. American Express uses a 15-digit number.Expiration DateRequiredType the expiration date for your credit card in the two-digit month and two-digit year format.CVC
RequiredType 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:
Click Pay with PayPal.
Complete the actions on the PayPal website.
All projects within your organization share the same billing settings, including payment method.
Review Cart.
Click Confirm and Purchase Flex Consulting.
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.