Complain About Trello - learn how to file a complaint

Getting in touch with a real person at Trello can feel like a puzzle. They steer everyone towards online forms, so picking the right channel is key to not getting ignored.

Good luck getting a quick reply. It's mostly a waiting game.

• Be Hyper-Specific: Don't just say 'it's broken.' Provide the board URL, card name, browser version, and screenshots. The more data you give, the harder it is for them to ignore.
• Reference Your Ticket Number: If you're not getting a reply via email, post on Twitter and include your ticket number. It shows you've already tried the official channels.
• Check the Community First: Before you complain, do a quick search on the Atlassian Community. If it's a known bug, you can reference the existing thread in your ticket to show you've done your homework.

If Trello support is giving you the runaround, you do have options. Your first step is always to go through their official support portal and get a ticket number. They won't consider an issue 'escalated' until you've done that.

If they stop responding or refuse to solve your problem, your next move is external.

• Better Business Bureau (BBB): You can file a complaint against Trello's parent company, Atlassian, Inc. The BBB will forward your complaint to the company, and they are generally expected to respond. Honestly, filing with the BBB is slow, but Atlassian does seem to respond to them eventually. It's a good way to get a formal response on the record, especially for billing issues.

Subject: Urgent Follow-Up: Unresolved Issue with [[Board/Account Name]] - Ticket #[[Your Ticket #]]

Hi there,

I'm writing again because my issue, first reported on [[Date]], is still not resolved. My support ticket is [[Your Ticket #]].

On [[Date]], my account was incorrectly billed for [[$Amount]] even though I am on the free plan. This has disrupted my team's workflow and, frankly, it has been incredibly frustrating trying to get this sorted out through your support system.

To resolve this, I need you to issue a full refund of [[$Amount]] immediately. I also require written confirmation that my account has been correctly set back to the free tier and that this will not happen again.

I have attached a screenshot of the charge for your reference.

Please be aware that if I don't receive a satisfactory response within 48 hours, my next step will be to report this to the Better Business Bureau.

Thank you for your attention to this matter.

[[Your Name]]

• Use Social Media Publicly. Don't just send a direct message. A public post on X tagging @Trello and @Atlassian gets more eyes on your problem and often a faster response. A little public pressure can work wonders.
• Keep a Log. It sounds tedious, but it works. Note down your ticket number, the date you submitted it, and who you spoke to. When you have to follow up, you can say, 'I submitted ticket #12345 on October 5th and still have no resolution.' It shows you're organized and serious.
• Reference the Community. A user on Reddit mentioned a great tip. If you find an Atlassian Community thread where others are reporting the same bug, link to that thread in your support ticket. It shows the support agent that it's not just you, it's a wider issue.

Tired of submitting a support ticket to Trello and getting an automated reply saying they'll get back to you... eventually? Sound familiar? You send screenshots, explain the problem perfectly, and then your request disappears into a black hole. It's a huge time sink. No joke. Instead of checking your inbox every hour for a reply that might not even solve your problem, let Pine AI handle it. We'll manage the follow-ups and the persistent nagging for you. It saves you from the headache of dealing with a support system that feels designed to wear you down.