Having problem with Confluence Site was incorrectly deactivated CA-4182617

[Sheeraz Khan]

Paid Jira Member 

Free Confluence plan 1 user

Well I have been a long term Jira user , bought a Perpetual Licence , expired around 2018

when I went to reclaim it was informed well a Cloud version is being rolled out and I should use it

I was encouraged to use Cloud version. I obliged , not that I had any options , I used the system it was useful. It was suggested to use the Free Tier as I am only 1 user

Tried out Confluence put some started to use the free Plan, 1 User

2025 came I had a medical leave stayed away from work for year and next thing I know 

I get message that my site is deactivated for confluence & Jira 

"I was told I had to login once every 120 days or 150 days" in 2025

I experienced Data Loss , I could not understand the loss but I accepted it

I figured sure I was away for medical leave I did not use system so it was deleted 

I returned back 2026 started using JIRA  got paid subscription , and got Free plan for confluence , Now I used the system for while took break for 1-2 months in 2026

This time I paid more attention organized my stuff more nicely . I did not made physical copy thinking , well it is the Cloud it is more secure and more reliable 

Again I get my confluence site abruptly deleted , and I am paying customer for JIRA 

This time I even logged in and update page in confluence an saved it , and system never picked up that I logged in 

Data Retention Policy clearly states

60 Days Data retention for "Free" , Standard, Premium , Enterprise plan

https://support.atlassian.com/security-and-access-policies/docs/track-storage-and-move-data-across-products/

I opened a ticket today as the inactive site was visible in my billing / subscription 

Well I thought ok I can just click and revive the site , I clicked nothing happened. It stated to contact support , I did contact support after a huge loop of jumping thru AI and multiple form redirects until I reached submit button

Now someone is saying sorry we can't revive your Confluence 

When earlier I did see a message about logging into system , I logged in and used the system

a) I logged in made changes to the data in Confluence , even after doing that my site was deleted against my wishes 

b) I stated clearly July 17th was site deactivation , it should be revived as Company has 60 days data retention 

c) The inactive site was visible in my Control panel until morning today the button functionality stated "please contact support" , when I contacted the support the site stopped appearing in my control panel

Here is little input for Executives who track user experience 

I used the new AI features ,  when I was going thru the process to create ticket 

AI took my info , and showed me a blue submit button,  and it erased all my detail which I posted into the chat 

When I added the context back , it did not show me the blue submit button . Instead it took me to a "Need support link" , the need support link , now again re-starts the process to create a ticket but a completely different user interface. It was a circular loop as it happens in Coding , you jump between two support forms , one on public site and one internal

I had to try creating support ticket 2-3 times until the form actually showed me the blue submit button again , something which should have took 5 minute took 45 minutes of refreshing page , telling AI agent , look I am just trying to submit my ticket so someone can act on it 

Finally I get email back , from someone , "oh we can't revive your site ", but here is a  empty instance of confluence 

But it contradicts the 60 days retention policy and , automated re-activate feature in Cloud Software 

My site was deactivated July 17th and I am under 60 days retention period 

How can this type of data loss happen , not once but this is 2nd time now for me

I clearly logged in , confluence , edited a page and even saved it 

So stuff don't add up

If my site deactivation is under 60 days why am I being told the site can't be revived 

Giving me back a empty instance of Confluence is not a solution

The person indicated that a fresh new install is available for usage , I am left scratching my head , but my request was for site re-activation not give me a empty confluence site 

So need help 

I can't seriously be loosing my Data in Confluence 2 times in 2 years , it is unheard 

Now funny thing is when creating this forum post , it won't even show I am a paid JIRA member 

I really can't believe this is happening 

Policy clearly states Data Retention for 60 days 

60 Days Data retention for "Free" , Standard, Premium , Enterprise plan

https://support.atlassian.com/security-and-access-policies/docs/track-storage-and-move-data-across-products/

The whole Support mechanism is now a Circular loop , one support form , takes you to another support form page it is very difficult to get clear cut answer

I am frustrated beyond belief that as a Last resort I had to post on community form 

to vent out my frustration 

I mean the whole point of using these tools is no data loss as you experience on physical hard drive 

[Trudy P Claspill]

Hello @Sheeraz Khan 

Welcome to the Atlassian community.

I am sorry for your experience. Because of experiences like yours I have been advocating for Atlassian to update their documentation to be more clear about the timeline of the deactivation and deletion process.

In the interim I conducted my own experiment and documented the experience in a community article. We can't post identical articles in multiple locations so in the Confluence Articles area I posted this:

Free Confluence Cloud Deactivation Due to Inactivity - How did it happen and what can you do? 

That includes a link to the full article in the Jira Articles area. You may find the information enlightening.

[Sheeraz Khan]

Thank you for your share , it is quite frustrating to loose 40 hours to 80 hours worth of documentation

The follow up emails are quite terrible because they don't solve the issue but they rather seem very energetic , hey look we revived and gave you a empty instance of Confluence 

It's "false advertisement" when people are offered a plan for 1 user 

Why would I waste my time on a product where data can be lost abrupt this is like putting your data in a hard drive and , hanging it up with a string over a bucket of water 

If company can't honour the requirement for single user's usage of their system just don't offer a single user free account , why bother?  Focus on larger corporate accounts 

The worse aspect is in the Data Retention policy it is clearly stated 60 days , but it is not being honoured 

I could have just saved my work on other alternatives 

If you can't honour stuff in your own Data Retention Policy , why falsely advertise to users to come use the single user starter plan ?

The whole argument for moving stuff to cloud was , greater Data security and Protection due to redundancy and backups.

I don't think it is enough "Sorry" it got deleted , it does not help recover the lost work hours I spent , for IT company Data loss is big deal . But 2 years in row ?  Ridiculous