Can't Access old Confluence site anymore -- blank page (suspended payment alls returning 401)

[Anderson Lupinacci]

 Hi everyone,

My company used to have a Confluence Cloud site at:

https://manuais.atlassian.net/wiki/spaces/WSM/pages

Recently we lost access. When I open the link, I get a blank white page. If I open Chrome DevTools, I can see the site is loading assets related to “suspended payment self reactivation”, for example:

https://manuais.atlassian.net/edge/resources/suspended-payment-self-reactivation.css (200 OK)

But there is an API call like .../gateway/api/growth/.../suspended-payment that returns:

{"code":401,"message":"Unauthorized"}

So the page never renders, it stays blank.

I can log in with the same email I used before (anderson.lupinacci@funchalnegocios.com.br), but instead of opening the old site, Atlassian redirects me and it looks like it created a new site (different name). In admin.atlassian.com I cannot see the manuais site at all. I tried changing billing on the new site to Free, but it doesn’t affect the old manuais instance.

Questions:

1. Does this behavior mean the old site is suspended due to billing and my account is not an org/billing admin to reactivate it?

2. If the original admin/billing contact is no longer available, what is the correct process to recover admin/billing access to the manuais.atlassian.net site?

3. Any tips to avoid the blank page and confirm whether it’s a billing suspension vs. removed permissions / SSO change?

Thanks!

[william pakker]

This sounds really confusing to deal with
Getting a blank page on the website makes it hard to know what is wrong
Billing and access issues can cause many strange problems like this
Hopefully support can help confirm what happened and how to fix it

[Trudy Claspill]

Hello @Anderson Lupinacci 

Welcome to the Atlassian community.

I don't have an answer about the blank page. I haven't encountered that problem before.

If your company thinks the all the people who were Organization and Billing Admins are gone, complete the form at the following page to reach out to the Atlassian Billing Support team for assistance.

https://www.atlassian.com/company/contact/purchasing-licensing#/

Good luck!