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MongoDB Atlas

Get Help with Atlas

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  • Required Roles
  • Request Support
  • Modify a Support Plan
  • Flex Consulting

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

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.

  • Click Support in the left-hand navigation to view Developer Resources.

  • 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.

      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 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:

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

      2. If it is 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 click Project Support.

      4. 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.
1

Navigate to the Support page for your organization.

  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.

2

Select a Support Plan.

Note

You always have access to the free Basic support plan.

1

Navigate to the Support page for your organization.

  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.

2

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:

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.

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.

3

Click Confirm and Start Using Support.

Flex Consulting

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

To purchase Flex Consulting units through the Atlas console:

1

Navigate to the Support page for your organization.

  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.

2

Purchase Flex Consulting units.

  1. Under Flex Consulting, click Buy Flex Consulting.

  2. Select a level of engagement.

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

3

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.

  • 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, 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 VAT ID Number on your billing profile.

Important

If your billing address is in Ireland or certain Canadian provinces, Atlas always charges VAT, even with a valid VAT ID Number.

To learn more about VAT by region, see International Usage and Taxation.

4

Update your Payment Method details as needed.

  1. Click the radio button for Credit Card or Paypal.

    • 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.

5

Review Cart.

6

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.

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