Requesting help deleting my Atlassian account/org — stuck in a broken state, CCPA request filed

[Bryan Callahan]

Atlassian deleted all of my repositories, but my account and org still exist in a broken state that I can't clean up through the normal self-service flows.

Here's where I'm stuck:

• Every deletion/account-management workflow I've tried ends with some kind of "null" error.
• The org has an IDP configured through a Google Workspace that no longer exists, and I can't decouple it.
• When I try to delete the IDP, I get: "This account is related to active accounts that are set to AUTO-RENEW" — but I have no active subscriptions or auto-renewing products that I can find.

At this point I just want all of my data — accounts, org, PII, everything — fully deleted. I've exhausted the self-service options and each one hits a dead end because the org is in this broken state.

Does anyone know how to reach Atlassian support directly for account/data deletion issues? It seems like this requires someone with backend access to resolve. Happy to pay for a support plan if that's what it takes to talk to a human.

On "Account 1" if I go to https://id.atlassian.com/manage-profile/close-account I get this after clicking the button:

You can't delete your account
Your account can't be deleted because:

• This account is related to active accounts that are set to AUTO-RENEW.
  
• This account is the primary billing contact for one or more products.
  
• This account is a technical contact for one or more products.
  
• To continue deleting this account the account owner needs to visit my.atlassian.com and designate a different user as a billing and technical contact.
  
• Read our support documentation for more help and instructions: https://confluence.atlassian.com/x/pTgoP.
  
• User is last billing admin of a transaction account that has one or more active entitlements.
  
• User is last billing admin of a transaction account that has one or more non-cancelled subscriptions.

On "Account 2" if I go to https://id.atlassian.com/manage-profile/close-account I get this (don't get to see the button and also please note that the organization's admin is me, but the org is tied to a defunct Google Workspace IDP I can't remove):

Your account is managed

You can't deactivate or delete your Atlassian account because it's owned and managed by an organization. Contact your organization's admin for assistance.

On "Account 3" if I go to https://id.atlassian.com/manage-profile/close-account I get this after signing in:
 

You don’t have permission to access this content
It looks like your account has been deactivated.
We've sent you an email with details of who to contact to get more information about this.

Formal CCPA Request

I've since filed a formal CCPA data deletion request (Cal. Civ. Code § 1798.105) through both the support ticket system under "Personal Data and GDPR" and the standalone deletion form at atlassian.com/trust/privacy/gdpr/request-delete-personal-data. I also tried the privacy phone line at 1 (800) 804-5281, but it prompts for an extension and disconnects if you don't enter one (which is odd because the docs say to just leave a message there).

At this point I'm waiting on the 45-day CCPA response window. If anyone from Atlassian sees this and can help expedite, I'd really appreciate it — all three accounts are in states that make self-service deletion impossible, and every official channel either errors out or dead-ends.

[Jimmy Seddon]

Hey @Bryan Callahan!

Sorry to hear you are having issues with this.  I have may the Atlassian Support team aware that they need to look at this request.

You should see a response from a support engineer soon.

Good luck!

[Bryan Callahan]

Thank you so much Jimmy. I really appreciate your help!

[Bryan Callahan]

Hi Jimmy, thanks again for flagging this. Quick update: I did receive a support ticket (DATA-53810) but it was immediately closed as "Unauthorized" — the team told me to contact the org admin, which is me. The bot then locked the ticket and directed me back to the same support form.

I've since submitted CEO feedback with the case number attached, but haven't heard back.

The core issue remains: all self-service deletion paths error out due to ghost data (phantom subscriptions, a defunct IDP), and every support channel either auto-closes or loops back to self-service. I just need someone with backend access to look at the org "spam-please-delete" and clean it up.

If anyone from Atlassian is able to take another look, the case number is DATA-53810. Really appreciate any help.

[Jimmy Seddon]

Sorry @Bryan Callahan!

I thought the request help button would get you a person to assist not a bot.  I've reached out for help from an actual person via a different channel. 

I hope you will get some assistance soon!

[Bryan Callahan]

Thanks Jimmy! Quick update: I've made some progress tonight actually. I was able to disconnect the defunct Google Workspace IDP and Account 2 is now scheduled for deletion on May 30. I also filed two new tickets:

• CA-4064067 — requesting manual removal of Rovo, Atlassian Guard, and Indexed Objects so I can delete my organization
• DATA-53903 — CCPA deletion request resubmitted from the org admin account (the previous one, DATA-53810, was closed as "Unauthorized")

Account 1 is still blocked by a phantom Bitbucket subscription on my.atlassian.com that has no self-service cancellation option. Account 3 still has the same message.

If whoever you're reaching out to can reference those tickets, that would be hugely helpful. Really appreciate you going to bat for me on this!

[Ben]

Hi @Bryan Callahan 

May I know your timezone so that I can raise a ticket on your behalf with the team who operates during your working hours?

Cheers!

- Ben (Bitbucket Cloud Support)

[Bryan Callahan]

Thank you so much for reaching out Ben. I'm US Pacific Time.