Confluence URL is not found. How do I contact technical support without the URL being recognized?

[Mark Mendenhall]

I need assistance re-establishing access to our existing Confluence instance!

As of 29 June we have lost access to our Confluence Content (globalmaritimewerx.atlassian.net).

I have an Invoice (IN-007-189-664) dated this morning (June 29th) saying that we paid our monthly Confluence Standard subscription. I just noted that it only shows 5 users instead of the usual 6 users. 

I can't log into my existing account without support from an Admin - and guess what, I'm the Admin on this account!

Please have a member of the technical team, reach out to us as soon as possible.

We turned in a ticket earlier today with sales. They said they would raise this to the technical support team, but we have not received any correspondence from the Technical Team

[Kris Klima _K15t_]

Hi @Mark Mendenhall 

I requested assistance of the Atlassian Support directly (Atlassian Champions can do that).

And just in case, here's how you can contact Support if you cannot access your account:

If you can’t access your account to open a ticket, use this no‑login path:

1. Visit our support page: https://www.atlassian.com/company/contact

2. Select “Pricing, billing and licensing.”

3. Continue without logging in.

4. Enter your email.

5. In “How can we help you,” select “Other.”

6. Skip the URL fields if they don’t apply.

7. Describe your issue in “Your Question.” This will open a ticket with Atlassian Support.

For future reference - this is a public forum, so you may want to refrain from sharing identifiable data.

[Mark Mendenhall]

Thanks for your post, Kris.

I followed your guidance and submitted the following content into my Ticket:

Folks, my Atlassian account no longer has access to our globalmaritimewerx.atlassian.net URL. I still need to find a way to resolve this issue. Note, I tried to add the existing Confluence URL and it was rejected because it already exists. So, I added a different (new) Confluence URL: globalmaritimewerx-alternate.atlassian.net, and that was successful. But, as I suspected this did not resolve the issue I have, as I need access to the original URL. I can't find a way to switch the Confluence app to reference the original URL, so I decided to reach out to you again for some assistance in this matter. Is there a specfic step by step method to resolve this issue?

I'm hopeful that a kind member of the support staff can assist in resolving this issue. I really need to get access to the content I have stored in Confleunce.

Cheers,

Mark 

[Anurag Vipin Vaidya]

Hiii @Mark Mendenhall 

Since this is an account access issue affecting your entire Confluence site, the Atlassian Community unfortunately can't restore access or escaltae directly to technical team.

Try this

• verify that you're signing in with the same Atlassian account that is listed as site administrator.
• If globalmatritimewerx.atlassian.net reports that the site cam't be found but you've recived a recent invoice, it may require investigation by atlassian support 
• if you have already contacted sales and they said they would raise it to technical supoort. better to replying to that existing case rather than creating a new one as it keeps all the context together 
• if you're unable to access the support portal beacuse of the login issue you can submit an support request using atlassian contact form and include you're site url, invoice number and explain that you're the admin who lost the access 

[Christos Markoulatos -Relational-]

Hi @Mark Mendenhall welcome

For such cases u have to open a ticket at support: Atlassian Support

Choose sales support since u have an invoice. The support team will route it to the appropriate team.

Hope u figure this out!

[Jessica]

Hi @Mark Mendenhall 

Looking at the account you used to create this post, it doesn't seem you have access to the site mentioned or other sites.

We see that you mentioned another email account, are you having issues logging into this account?

If yes, could you share the error? Please try on a new incognito window and let us know if you can login from there or the errors, and if you have access to the email box for this account.

About the ticket, we found one with our billing team that was a chat session, that was ended on timeout, and another with our billing team created yesterday that wasn't transferred yet, but we left an internal note about the post and context, so they can have it transferred for us on the technical team for review, but in any case, we will need to understand if you can login into the other account and if you are having errors to move forward with the request.

Regards,
Jessica

[Mark Mendenhall]

Thanks for the reply, Jessica. I can log into my Atlassian account using the longer of the two email addresses listed). It seems to be that I no longer have access to Confluence (globalmaritimewerx.atlassian.net), but I have checked with other team members and they still hav access to Confluence in their accounts. So, I suspect there is an issue with my account no longer having the proper linkage to Confluence.  

[Mark Mendenhall]

Note: When I attempt to add Confluence, when I type in our existing Workspace name, I get an error stating that "This site is already taken." How do I add my account to an existing Confluence URL?  

[Jessica]

Thank you, @Mark Mendenhall

I understand what you mean, as indeed this account does not have access to the site globalmaritimewerx.atlassian.net, even though it already exists.

It is possible that you have two different emails with two different Atlassian Accounts created, from the context of the chat and tickets and previous information you shared on the post.
That said, to access the site, you will need to login into the Atlassian account that is granted access to the site.

Since the site already exists, trying to add a new Confluence will not allow you to create a site with the same name and it will not give you access to that site if you try to login there with the current account you have created this post (the longer email version).

To access that site, you would need to login into the account with the "shorter email" mentioned in the chat session you talked with one of our billing and licensing friends at "CA-*****00".
This is the Atlassian account we wanted to understand if you are able to login on an incognito window, and if not, what happens when you try? 
Does it return an error? It redirects you? (For the shorter email only)

That can help us understanding what happened to your "shorter" email account/other account.

Regards,
Jessica