Access issue and workspace error – minplan.atlassian.net

[jette louise s_ larsen]

Hi,

I believe my user account has been removed due to inactivity. And I am very sorry since I was not inactive but I just did not have to visit these doc.that often.

However, I have a backup. But I am receiving system errors when trying to access the workspace:
- “Site is behind on payments”
- “null - null error”

This suggests there may also be an issue with the workspace status.

Could you please help me:
1) How can I confirm if the workspace is active
2) How can I get access

Best regards,
Jette

[Jessica]

Hi @jette louise s_ larsen 

Sorry to hear you had issues with your product and did not have the chance to get back to your documents prior to the deactivation date.

We can see there are some emails about two different sites about the inactivity, where one of the sites still exists: m*****n.atlassian.net, but the other no longer exists, although the reason for the deactivation is the same. We wanted to double check if we are talking about the correct site m*****n.atlassian.net?

If that is the correct one, it was deactivated between  2025-12-31 and 2026-01-01, from what we can see from the emails about the deactivation and the logs from our internal tools.

It looks like your Confluence product for this site now is currently on the delete status, as its been deactivated for some months now.

If you would like to keep using the Confluence product on this same site, but unable to reactivate it from your admin hub at admin.atlassian.com, with the issue mentioning billing issues or payment, please try to raise a ticket with our billing team directly at https://www.atlassian.com/company/contact/purchasing-licensing?redirectSource=sac-wac-redirect#/ so they can reactivate or remove the blocker to add the Confluence product for you.

Please keep in mind though, that once the product is reactivated, the data will not come back with the product, but you should be able to upload your backup after it is re-added to the site.

If you are having issues raising a request there, please let us know, and kindly confirm if we are on the same page about the affected site.

Regards,
Jessica

[jette louise s_ larsen]

Hi Jessica,

Thank you for your reply – that clarifies the situation.

Yes, we are referring to minplan.atlassian.net.

I have tried to follow the suggested link to contact the billing team, but I am unfortunately stuck in a loop between the contact page and the community support pages, without being able to submit a request.

As I understand it, the current issue is a billing/payment blocker that prevents me from reactivating Confluence and restoring my backup.

Would it be possible for you to:

Help escalate this internally to the billing team, or
Provide a direct way (e.g. a form or ticket link) where I can actually submit the request?

I would really appreciate your help here, as I am currently unable to move forward despite having a valid backup ready to restore.

Thank you in advance for your support.

Best regards,
Jette

[Jessica]

Hey @jette louise s_ larsen 

Thank you for giving a try on the link shared. Generally this is the link we ask customers to open a request with our billing team, and also this one: https://www.atlassian.com/company/contact/purchasing-licensing#/

In any case, I have created a ticket with them on your behalf, please access https://support.atlassian.com/requests to see the open tickets (for the email used to open this thread), and you should have received the notification with the ticket's number as well, "CA-39*****".

They should be getting in touch with you soon there!

Regards,
Jessica

[jette louise s_ larsen]

Hi Staffan,

Thank you for your reply.

However, I believe there has been a mistake in my case.

My workspace was initially removed due to inactivity, but I did not receive the warning emails in time (I was away from work for a short period). Fortunately, I had a backup and recreated the workspace, which I then successfully used for approximately one month.

Now, I am again experiencing access issues:

“Site is behind on payments”
“null - null error”
This is confusing, as the workspace was recently active and should not have been flagged as inactive again.

To clarify:

This workspace contains programming standards and documentation that I access periodically (sometimes with months in between)
Therefore, automatic deletion after inactivity creates a significant risk of data loss, even when the workspace is still relevant and in use. So I proparly need to move my doc. once I have access again. 
I would really appreciate your help with:

Knowledge about the current status of my workspace (active, suspended, or deleted)
Restoring access 
Clarifying why the workspace is flagged as “behind on payments” when I have not exceeded any limits or knowingly entered a paid plan
Thank you in advance for your help.

Best regards,

[Staffan Redelius]

Hi Jette,

I have raised a ticket to the Atlassian suppport team on your behalf. They will get back to you within 2-3 business days.

I hope this will solve your problem

Best regards,
/Staffan

[jette louise s_ larsen]

thank you :)

[Staffan Redelius]

Hi @jette louise s_ larsen and welcome.

Do you know how long time it has been since you logged in successfully to the site?

If you are on the free plan the site will be deleted after 120 days of inactivity but you should have received several email reminders before this happens.

You can find information on how to re-activate your site here

Best regards,
/Staffan