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 , or Organization Read Only for the organization |
Request Support
Based on your support plan, you can request support through the Atlas console in the following ways:
Click the in-app chat icon in the lower right corner to chat with a MongoDB Support representative.
To view Developer Resources:
In Atlas, go to the Project Support page.
If it's not already displayed, select the organization that contains your desired project from the Organizations menu in the navigation bar.
If it's not already displayed, select your desired project from the Projects menu in the navigation bar.
Next to the Projects menu, expand the Options menu, then click Project Support.
The Project Support page displays.
Click the in-app chat icon in the lower right corner to chat with a MongoDB Support representative.
Visit the MongoDB Support Portal and open a private support case.
For Organizations:
Note
Only
Organization Owners
can open a support case at the organization level. Organizations with no projects cannot open a support case.In Atlas, go to the Organization Settings page.
If it's not already displayed, select your desired organization from the Organizations menu in the navigation bar.
Click the Organization Settings icon next to the Organizations menu.
The Organization Settings page displays.
Click Support in the sidebar.
The Support page displays.
Under Request Support, click Create New Case. The MongoDB Support Portal opens in a new tab.
Note
The first time that you access the MongoDB Support Portal, you might need to wait for a short, one-time organization data sync.
For Projects:
In Atlas, go to the Project Support page.
If it's not already displayed, select the organization that contains your desired project from the Organizations menu in the navigation bar.
If it's not already displayed, select your desired project from the Projects menu in the navigation bar.
Next to the Projects menu, expand the Options menu, then click Project Support.
The Project Support page displays.
Under Request Support, click Create New Case. The MongoDB Support Portal opens in a new tab.
Note
The first time that you access the MongoDB Support Portal, you might need to wait for a short, one-time organization data sync.
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. |
Select a Support Plan.
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:
Click Start 30 Day Free Trial under that section.
Review Billing Address.
If you want to enter a new billing address:
Clear Use saved billing address.
Enter a new billing address. To learn more, see Set Payment Method.
You must update payment method also.
Review Payment Method and make any necessary changes by clicking Edit. If you edit the billing address, you must update payment method also.
Review Cart and make any necessary changes by clicking Edit.
To subscribe to the Pro plan:
Click Select Plan under that section.
Review Billing Address and make any necessary changes by clicking Edit. If you edit the billing address, you must update payment method also.
Review Payment Method and make any necessary changes by clicking Edit. If you edit the billing address, you must update payment method also.
Review Cart and make any necessary changes by clicking Edit.
Important
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:
You cancel Developer support and activate self-serve Pro.
You cancel self-serve Pro support and activate Pro support that is tied to a subscription.
To subscribe to the Enterprise support plan, to pay with an alternative payment method, or for additional information about support plans, contact MongoDB.
Flex Consulting
MongoDB Atlas offers personalized, expert consulting with Flex Consulting units.
To purchase Flex Consulting units through the Atlas console:
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 IMPORTANT: If 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.
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.