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||Customers portal issue which may be billing or bad data related|
|Customers Portal||Issue is caused specifically by something within the Customers Portal|
|License App||Issue is affecting self-managed license generation or generated licenses|
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 wants to trial a plan other than Gold on GitLab.com. GitLab.com only offers the self-service ability to trial the Gold subscription. With manager approval, GitLab.com support can assist with trials of other plans. Ask the user to create the GitLab.com Gold trial, then change the plan via the customers portal admin
GitLab Groups page.
User receives an error during the purchasing process within the customers portal. When purchasing a subscription via the customers portal if a user receives an error about an address or credit card, check the address listed in the
My Account section of the customers portal. This is typically due to a bad address (city/state/zip code). If the address is correct and the error persists, change the Zendesk for to "GitLab.com". The support team will submit an issue and utilize the SE Escalation template. A support engineer will rule out if this is a billing or bad data issue and advise if a customers portal issue is needed.
User wants to downgrade subscription. There is currently no ability to downgrade a subscription from a self-service perspective. If a user wants to downgrade and they are within 45 days of the purchase, send the request to the AR team by selecting the form
Accounts Receivable in Zendesk and advise the user to purchase the desired plan once cancelled/refunded. If the user is outside of the 45 day period, advise them that we can cancel the purchase but the subscription will not be refunded. In this case you can also consider passing the issue to the assigned Account Manager in sales if the deal is midmarket or higher.
User wants the red renewal approaching banner message in their Self-Managed system removed. This message will be displayed to all users in the 30 days leading up to the renewal date. The message will only be removed when a new license key is uploaded.
User doesn't know the steps to purchase a GitLab.com subscription.
My Accountand select
Change Linked Account
User purchased CI minutes but they aren't associated with their group.
Change linked groupbutton.
User wants to pay monthly. - This is not an available option.
User wants to know how pricing works with members in their group on GitLab.com - Read faq here
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 customers portal 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.
Instructions for activating the license key. For Self-Managed subscriptions, a license key must be uploaded in order to unlock the applicable paid features. Follow the instructions for uploading the license key
User wants to know when they will receive the license key or who the license will be sent to. The license key will be emailed, to the email address associated with the subscription in the customers portal, once subscription payment is approved internally by the billing team. If there is an unusually long delay, assign the ticket to the "License, Renewals and Upgrades" queue or open an issue using the "license issue" template.
User doesn't renew paid Self-Managed plan, what happens to the license and features? The license key will expire 14 days after the expiration date. The system will revert to read-only mode if a new key is not uploaded. If the user doesn't purchase another plan and subsequently upload a new license, instruct them to remove the old license so the system will revert to the Core (CE) functionality. Note, it is no longer necessary to downgrade to CE package.
A customer reports problems when registering their license key All license issues should be redirected to the "License, Renewals and Upgrades" queue. The following troubleshooting guide is provided here as reference.
A license key will error if any of the following 3 values are incorrect:
|Key Field||Definition & source of truth|
|Users count||We identify the minimum amount via the active.users command:
|Previous users count||We can try to assume based on licenses in our License App but this cannot be certain since multiple licenses may be generated for one period. Instead, the best identifier is the system itself. For this we request a screenshot of the user statistics panel from
|True-up count||The best identifier for this value is to take Max Users - Previous users count. I recommend using the historical.max command:
Note that for Ultimate licenses, guest users are not counted in the licensed user count. Therefore, the
User.active.count will be a greater number than the
Active Users count displayed in the Admin UI dashboard. This can be confusing in a situation where the customer is downgrading from Ultimate or if they have an Ultimate trial, as they'll need a license for
User.active.count rather than what's displayed for
Consider the following examples:
- Subscription for 10 users
- During the subscription term incurs a max of 15 users
- Before renewal, blocks 3 users
- At renewal, the license would need to be: >1. Users count: 12 >2. Previous users count: 10 >3. Trueup count: 5
- Subscription for 20 users starts in December with only 12 active users in the system
- In March, 5 users are blocked leaving 7 active users (12 max users)
- In April, 5 new users are added making the active user count 12 (12 max users)
- In July, 10 more new users are added making the active user count 22 (22 max users)
- In August, 5 users are blocked making the active user count 17 (22 max users)
- At renewal, the license would need to be generated as:
Users count: 17(or more),
Previous users count: 20,
Trueup count: 2
- Ultimate subscription for 10 users
- During the subscription term, has 12 active users, including 2 guest users
- At renewal, downgrades to Premium license
- License would need to be generated as:
Users count: 12(or more),
Previous users count: 10,
Trueup count: 0
Billing refers to inquiries which can be handled by our Accounts Receivable team. Examples of common billing requests are list below. These request should be sent to Accounts Receivable using the
General>Accounts Receivable macro.
Accounts Receivablein the form field in the Zendesk ticket.
The following information is helpful to provide to the AR team when transfering tickets, but not required.
Manage Purchasesin customers portal
Typefield in the SFDC account record (Customer vs. Prospect). If prospect account is found, and
Account Ownercontains a sales rep, pass the ticket to the Account Owner listed using the Pass to Sales ZD macro.
Sales Segment(Large, MM, Small) and Billing Address to determine which salesperson the request should be passed using the Pass to Sales ZD macro based on Sales territories.
Typefield in the SFDC account record (Customer vs. Prospect). Note the Account Owner and the Opportunity Owner of the upcoming renewal opportunity. Pass the request to the opportunity owner.
Sales Segmentfield as this is likely Small Business. If so, use the Sales territories reference to identify who it should be referred to using the Pass to Sales ZD macro.
If the user sees a subscription in the customers portal but doesn't see the paid plan active in their GitLab.com account, have the user associate the group with the subscription.
Associating a group with a subscription in the customers portal:
If the user doesn't see a subscription in their customers portal:
Sent to Z-Billing
Zuora Account IDto a clipboard
Salesforce Account IDin the fields and select
You will frequently need to generate a new license key due to either user error or system error. If a license exists for the same subscription, prior term is ok, simply choose that license and select the
Duplicate button to generate the new license. During the edit process, update the applicable fields (recipient name, email, number of active users, prior users, true-up users, plan, start/end dates, etc) and add a link to the Zendesk ticket or GitLab issue for the request in the Notes field. Select the
Create License button and the license key will be automatically emailed to the address you inputted.
When an existing license isn't available to duplicate, instead select,
New license and fill in all of the above mentioned fields, along with the Zuora subscription ID and Zuora subscription name.
Sometimes customers ask that a colleague be given the ability to manage a subscription. This can be accomplished provided they also have a customer portal account.
Prior to following the below steps, ensure the requester should have access to the subscription.
ownerpermissions in the group associated with the subscription, they are eligible for subscription management.
Contact Change Workflow
Before we change/add subscription management contact, we need one of the following:
Once, we got one of the above, we can proceed to change/add subscription management contact by:
Salesforce Account IDfrom the existing account to the new account and select
If you want access to customers portal 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 customers portal staging as an admin will require an Access Request.