Custom Domain stuck in "DELETING" – Backend Conflict Preventing New Setup

[Loïc Loiseau]

Hi everyone,

I am experiencing a critical issue with the Custom Domain configuration in my Atlassian Organization and need assistance from a site admin or support engineer who can look at the backend records.

The Problem:

1. Stuck Status: I attempted to delete a custom domain recently, but it has been stuck in the "DELETING" status indefinitely. It has not cleared after several hours.
   

2. Naming Conflict: When I try to add a new custom domain (targeting internal.jira.example.com and internal.confluence.example.com), the system initially displays an error saying I cannot use it.

3. Ghost Creation: Despite the error message, the entry appears to be created anyway in the list.

4. Detail Error: When I click "Show more details" on these newly "created" entries, the UI fails and returns a generic error message.
   

What I have already tried:

• Attempted to "Deactivate" the domain before deleting (Status remains stuck).

• Checked DNS records at my provider to ensure no conflicting CNAMEs are active.

• Cleared browser cache and tried in Incognito mode to rule out UI caching.

Request: It appears there is a synchronization mismatch between the Identity/Domain service and the Admin UI. Could an Atlassian representative please check if there are "stuck" provisioning tasks or orphaned records for my organization that are preventing the release of the old domain and the activation of the new one?

Impact: High - This is blocking our internal move to a new branding structure.

[Trudy Claspill]

Hello @Loïc Loiseau 

Welcome to the Atlassian community.

This is a user community, not Atlassian Technical Support.

If you want to work directly with Atlassian support create a case here:

https://support.atlassian.com/contact/#/

[Loïc Loiseau]

If I could I would've deleted the old organization but it has jira and confluence premium trials so I have to wait a month...