---
title: "BigPicture Cloud Trial Extension Request Successfully Resolved Until July 8, 2025"
canonical: "https://support.appfire.com/space/SUPPORT/3504079000/BigPicture%20Cloud%20Trial%20Extension%20Request%20Successfully%20Resolved%20Until%20July%208%2C%202025"
format: markdown
---
This article documents a resolved support case involving a BigPicture Cloud trial extension request. The customer needed additional time to evaluate BigPicture before making a purchase decision.

**Outcome:** The trial was successfully extended until July 8, 2025, through the standard Appfire authorization + Atlassian ticket process.

# Issue summary

A customer evaluating BigPicture Cloud requested a trial extension as their evaluation period was ending on May 9, 2025. They needed additional time to properly assess the product before committing to a subscription.

# Process for trial extensions

The BigPicture trial extension process involves coordination between Appfire and Atlassian:

1. **Customer submits request** — Customer opens a support ticket requesting an extension, providing their instance URL and entitlement number.
2. **Support forwards to licensing team** — The support agent forwards the request to the internal Promotions/Licensing team.
3. **Appfire authorizes the extension** — The licensing team issues an authorization statement specifying the entitlement number and new expiration date.
4. **Customer opens Atlassian ticket** — The customer must open a separate ticket with Atlassian at [https://www.atlassian.com/company/contact/purchasing-licensing](https://www.atlassian.com/company/contact/purchasing-licensing)  and include proof of Appfire's authorization (screenshot).
5. **Atlassian processes the extension** — Atlassian extends the trial based on the authorization.

# Key details

- **Authorization format:** "We, Appfire, authorize Atlassian to extend the trial of [Entitlement Number] until [Date]."
- **Typical extension period:** Up to 60 days from the authorization date.
- **Required information from customer:**
  - Instance URL (e.g., [customer.atlassian.net](http://customer.atlassian.net))
  - Entitlement number (E-XXX-XXX-XXX-XXX)
- **Who processes the extension:** Atlassian (not Appfire directly)

# Resolution

The licensing team authorized the extension and provided the customer with:

- A formal authorization statement
- Instructions to open a ticket with Atlassian with proof of authorization
- The new expiration date (July 8, 2025)

The customer confirmed that Atlassian processed the extension successfully.

> Customer confirmation: "Yes, Atlassian has granted us the BigPicture evaluation extension we asked for."

# How to handle similar cases

1. **Collect required information**  
Ensure the customer provides their instance URL and entitlement number.
2. **Forward to licensing/promotions team**  
Route the request internally — do not attempt to process extensions directly.
3. **Communicate the process**  
Inform the customer that they will need to open a separate ticket with Atlassian once Appfire provides authorization.
4. **Follow up**  
After the authorization is issued, confirm with the customer that the extension was processed by Atlassian.

# Best practices

- Respond quickly to trial extension requests — customers may lose access if the trial expires before the extension is processed.
- Always include the full entitlement number and instance URL when forwarding to the licensing team.
- Set expectations with the customer that the process involves a separate Atlassian ticket.
- If the customer's trial has already expired, note this urgency when forwarding internally.