Unable to activate my trial

[sringleymp]

🏷️ Discussion Type

Bug

Body

I was unable to activate my on-premises Enterprise Server. The sales person said, and the KBs I read said GitHub Support would have to assist. When I created the billing ticket a couple of days ago, the GUI said my account was not entitled to support. How can I get my trial converted to paid and activated if neither the sales team nor the support team will engage with me?

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[AnuragVerma777]

Hi,

It sounds like you're caught between the sales and support teams, which makes resolving an Enterprise Server trial activation issue difficult.

I'd suggest the following steps:

1. Contact your GitHub sales representative directly: Ask them to escalate the existing billing ticket internally and confirm who owns the trial-to-paid conversion.
2. Request an entitlement review: If the support portal says your account isn't entitled to support, ask Sales to verify that your Enterprise Server trial and associated account are correctly provisioned.
3. Provide your Enterprise Server details: Include your trial expiration date, enterprise account or license details, existing ticket number, and the exact activation error.
4. Request written confirmation: Ask GitHub to clarify the payment process, license issuance, and activation steps before your trial expires.

You can also try contacting GitHub through the official "GitHub Support portal" (https://support.github.com/contact).

Importantly, converting a trial to a paid license and activating Enterprise Server may require coordination between Sales and the licensing/support teams.

Hopefully, GitHub can assign one team to own the case rather than redirecting you between departments.

[sringleymp]

The sales person refused to extend the trial and simply said I needed to contact support. Can I maybe get a different sales person assigned? From: Anurag Katariya ***@***.***> Sent: Friday, October 30, 2026 6:32 AM To: community/community ***@***.***> Cc: Steve Ringley ***@***.***>; Author ***@***.***> Subject: Re: [community/community] Unable to activate my trial (Discussion #211652) You don't often get email from ***@***.******@***.***>. Learn why this is important<https://aka.ms/LearnAboutSenderIdentification> Hi, It sounds like you're caught between the sales and support teams, which makes resolving an Enterprise Server trial activation issue difficult. I'd suggest the following steps: 1. Contact your GitHub sales representative directly: Ask them to escalate the existing billing ticket internally and confirm who owns the trial-to-paid conversion. 2. Request an entitlement review: If the support portal says your account isn't entitled to support, ask Sales to verify that your Enterprise Server trial and associated account are correctly provisioned. 3. Provide your Enterprise Server details: Include your trial expiration date, enterprise account or license details, existing ticket number, and the exact activation error. 4. Request written confirmation: Ask GitHub to clarify the payment process, license issuance, and activation steps before your trial expires. You can also try contacting GitHub through the official "GitHub Support portal" (https://support.github.com/contact). Importantly, converting a trial to a paid license and activating Enterprise Server may require coordination between Sales and the licensing/support teams. Hopefully, GitHub can assign one team to own the case rather than redirecting you between departments. - Reply to this email directly, view it on GitHub<#211652?email_source=notifications&email_token=CPF7ZEKETIY34IZ3LOVPUPL5WSJ3TA5CNFSNUABIM5UWIORPF5TWS5BNNB2WEL2ENFZWG5LTONUW63SDN5WW2ZLOOQXTCOJSHE2DGOJSUZZGKYLTN5XKMYLVORUG64VFMV3GK3TUVRTG633UMVZF6Y3MNFRWW#discussioncomment-19294392>, or unsubscribe<https://github.com/notifications/unsubscribe-auth/CPF7ZEJOD464BUBKWBOQEPD5WSJ3TAVCNFSNUABIKJSXA33TNF2G64TZHMZTAMJVG4ZTGNBUHNCGS43DOVZXG2LPNY5TCMJRHA3DSMBSUF3AE>. Triage notifications, keep track of coding agent tasks and review pull requests on the go with GitHub Mobile for iOS<https://github.com/notifications/mobile/ios/CPF7ZEI4N723UOKXSTGMEHL5WSJ3TA5CNFSNUABIM5UWIORPF5TWS5BNNB2WEL2ENFZWG5LTONUW63SDN5WW2ZLOOQXTCOJSHE2DGOJSUZZGKYLTN5XKMYLVORUG64VFMV3GK3TUVJTG633UMVZF62LPOM> and Android<https://github.com/notifications/mobile/android/CPF7ZEJ2D34JWT253SIHFVL5WSJ3TA5CNFSNUABIM5UWIORPF5TWS5BNNB2WEL2ENFZWG5LTONUW63SDN5WW2ZLOOQXTCOJSHE2DGOJSUZZGKYLTN5XKMYLVORUG64VFMV3GK3TUVZTG633UMVZF6YLOMRZG62LE>. Download it today! You are receiving this because you authored the thread.Message ID: ***@***.******@***.***>> This email and any attachments are intended solely for the addressee and may contain information that is confidential, legally privileged, or otherwise protected from disclosure. If you are not the intended recipient, any use, disclosure, distribution, or copying of this message is prohibited. Please notify the sender immediately by reply email and delete this message from all systems. Do not transmit Protected Health Information (PHI) or other patient-identifying information to this email address. This address is not configured for secure PHI exchange under HIPAA.