Refer to this page when a user has questions/issues related to transactions, licensing or billing for self-managed or GitLab.com. Note the information on this page applies to both Self-Managed and GitLab.com users/products unless specifically indicated as an exception.
The list of common requests/issues below is reference for internal support engineers. Unless specifically noted, utilize the following issue tracker decision table for submitting issues.
|Issue Tracker||Use Case|
|GitLab Issue Tracker||Issue related to self-managed or GitLab.com functionality or backend processing|
|Support Engineer Escalations||CustomersDot issue which may be billing or bad data related|
|CustomersDot||Issue is caused specifically by something within the CustomersDot|
|License App||Issue is affecting self-managed license generation or generated licenses|
For self managed, a license is an artefact that customers need to upload to their instance to have access to the paid features in their subscription. This doesn't exist and is not needed for Gitlab.com subscriptions.
For GitLab.com, there is no artefact to be uploaded but the subscription (seen in the CustomersDot) has to be linked to their namespace (on GitLab.com). If the portal and Gitlab.com don't have the link, then, GitLab.com won't know that a subscription exists.
Also, subscription is an umbrella term for the base product purchased: for instance, if
subscription is a fruit, then
Silver (Gitlab.com) etc would be types of fruits that can be purchased.
Transactions at GitLab are defined as anything related to purchasing; issues or questions. For example: credit card problems, bugs, trying to make a purchase, and running into confusion/problems, etc.
User reports an inability to upgrade from one paid plan to another.
Upgradebutton beneath the subscription widget.
Upgrade Plan Requestmacro in Zendesk. This will request necessary information from the user and reassign the ticket to the License, Renewals and Upgrades queue.
User doesn't know the steps to purchase a GitLab.com subscription.
My Accountand select
Change Linked Account
User wants to know if they should add more users midterm or during the renewal process. - Using the "Add more seats" button (for self-managed) in the CustomersDot at any time during their subscription will charge a pro-rated amount for the additional users. If they wait to purchase the additional users at the renewal via the true-up users process, the users will be charged for 12 months of use.
Licensing requests refers to problems or questions related to license keys for the Self-Managed product.
If you want access to CustomersDot staging as a user (and not an admin) you can browse to the link and register a new account. You need to use your @gitlab.com email address in order to get the verification. As an example, you can use firstname.lastname@example.org so that you receive emails to your usual email@example.com email address.
Once you create a user account, you can use the stripe test cards for testing.
Note: access to CustomersDot staging as an admin will require an Access Request.