Billing account charging our company but admin account belongs to ex-employee – support ticket unanswered for 2 months

[dancookegg]

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Hi,

I'm hoping a GitHub staff member might be able to help escalate a support ticket that appears to be stuck.

I opened a billing/support ticket on 6 January and have followed up multiple times since, but have not received any response for over two months.

The issue relates to a GitHub organisation where the owner account belongs to a former employee, so we currently cannot access the admin portal even though the subscription is still active.

All we need help with is either:

• transferring organisation ownership to a current employee, or
• adding a new organisation owner so we can update the payment method

We've already provided billing receipts and card details in the ticket, but haven't had any response yet.

If a GitHub staff member could review or escalate the ticket it would be greatly appreciated.

Thanks