Account deleted, how can I contact support?

[Hasse Muller]

Got an email that my account was deleted due to 180 days inactivity.... yes, not always doing development..... 

Email tells me to contact support for undeletion..... but to contact support I need to enter my organisation url. Which it cannot find as it is deleted...... have been looking for option for 20 minutes now. No way to contact support as stated in the email received....

Please let me contact support for undelete my account! 

[Walter Buggenhout]

Hi @Hasse Muller and welcome to the Community!

If you could still access your site, you might be able to re-enable it yourself as described in this support article. If you can't, the default way to reach out to Atlassian support is through the support desk at https://support.atlassian.com/contact/#/ 

It may happen that your site URL - which you need to raise a request there - is not available. To anticipate on that, I'm just looping in Atlassian support right here so they can follow up further.

Hope this helps!

[Hasse Muller]

How do I know WHAT they have deleted? They put an organsisation-id in the email and nothing else and told me to contact support with that ID to undelete it. But the support system is just not letting me contact support at all. It is extremely frustrating. 

[Walter Buggenhout]

Ok - I can sympathise with the situation you are in, but you have most likely found a way through now. So please, do respect the fact that we're trying to help you out here. Keep that organisation ID at hand and when someone from the support team reaches out here (you will be able to recognise them by the 'Atlassian Team' lozenge next to their name), be prepared to share that ID here so they can raise a support ticket on your behalf. From that point onwards, you should be on your way to recovery.

[Hasse Muller]

I hope this is that way true.... there is just no other option. But at the same time, non-atlassian people will not likely be able to help as it is not a matter of how to do something. The email is pretty clear, only support can fix this and they need that org-id for that. So they are not only wasting my time but also the time of the friendly helpfull people here. It is just not nice and not using Atlasstian for 180 days is not strange either and not a reason to just delete everything.....

[Walter Buggenhout]

That is correct. This is in line with applicable policies for free plans:

Atlassian does let you use a pretty well equipped version of their software absolutely 100% free of charge. But even those free sites come with a cost for infrastructure and maintenance - a cost Atlassian is happily willing to take as it brings growing organisations at some point into paid plans if they are happy with the tools.

And indeed, another limitation of free plans is that you are not entitled to access support, apart from the community support here. In situations like these, where only support can solve your problem (as it requires direct access to Atlassian systems and or tools), we do have mechanisms in place to address blockers when we can. And that is exactly what we are trying to do for you here and now.

When your site gets back up and running, make sure you just log into it every now and then if you want to keep using it and take swift action if you receive a notification email in the future about an upcoming deactivation. Then this won't happen again.

[Vishalakshi Narayana Swamy]

Hi @Hasse Muller

Welcome to Atlassian community!

I completely understand your frustration regarding the organisation deletion, However please be informed that all the free sites does come with free of charge but the instances need to be active and for security reasons post 180 days it will be auto deleted.

I see that you had the site which was deleted on 29 Jun 2023, 08:47 PM UTC.

As per our data storage FAQ, https://support.atlassian.com/security-and-access-policies/docs/track-storage-and-move-data-across-products/ we retain the data for 15 days for free sites post deactivation and post that the data will be permanently deleted.

Hope this helps!

Thanks and Regards,
Vishalakshi Narayana Swamy
Atlassian cloud Support

[Hasse Muller]

I am talking about the email from yesterday. So the things you deleted yesterday! I can give you the organisation id.

Can we continue this conversation offline? It is not very usefull for others and it contains private information.....

[Vishalakshi Narayana Swamy]

Hi @Hasse Muller

Unfortunately, we cannot raise a support ticket due to product plan restrictions.

Please be assured that we have multiple users reporting the issue and we noticed that you are hoping for some additional information regarding why you would like to restore the organization as part of our process (Can I restore an organization?).

I can confirm that organization ID  for which you would have received a recent deletion notification email was an empty shell organization. It has been empty (no managed accounts, no apps/products, and no data) and inactive for the past 180 days.
The old cloud site which historically existed in the aforementioned organization has been cancelled and deleted on 29 Jun 2023, and according to Data retention period it won't be possible to restore its data.
This was the underlying reason why the associated organization became empty, and has been deemed inactive as it has not been used since the deletion of the aforementioned cloud site.

 Deletion of that inactive organization will have no impact on any of your currently used cloud products, Bitbucket, Trello, or any other data/subscriptions in Atlassian cloud. Your active Atlassian organizations are available to you on https://admin.atlassian.com/ page.

Hope this helps!

Best Regards,

Vishalakshi Narayanaswamy

[Hasse Muller]

Hi,

Ah, that is interesting to know. Would be nice to have that kind of information in the email (besides working instructions on how to communicate about it with Atlassian).

Also please be aware that users like me often have several accounts. This account is just on hold for some time at the moment and will soon be active again. In an other account we are paying for the services of Atlassian. So negative experiences in free accounts can have effects on paid accounts! Just don't think I am a freeloader and not worth any time or effort.

For me the situation was: I got an email that an account was completely deleted and I had only a magical number to identify that account with. So it was completely unclear what was deleted. And I needed to contact support if I had questions but I could not do that due to system limitations to contact support. As this account is in a holding pattern, I just need to make sure it stays at it is for now untill we continue it (soon).

Thanks for clearifying this.

[Vishalakshi Narayana Swamy]

Hi @Hasse Muller

Thank you very much for the feedback and I shall share the feedback accoridngly to our product team internally.

For now, since there are no issues with your other organisations and only stale entries are deleted, I shall close this thread for now.

Have a great day!

Best Regards,

Vishalakshi Narayanaswamy