How can I restore my cancelled account?

[James Gauci]

Currently, my subscription to Confluence has been cancelled for 5 days. I've paid all outstanding invoices. I've resubscribed. However, my instance appears to be inaccessible despite this, and despite Atlassian's 15 day data retention policy.

How do I get my data back? 

[Kris Klima _K15t_]

@James Gauci 

Try to request support with the no-login path

Login troubles? (No‑login path)

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.

[Ollie Guan]

Hi @James Gauci ,

Since this question involves billing, subscription status and potential site restoration, it’s something that the Community cannot fully resolve from here. I’ve gone ahead and requested assistance from the Atlassian Support team on your behalf.

An Atlassian Support Engineer will review this thread and respond here within 2 business days.

[Jessica]

Hi @James Gauci 

I see that a Confluence subscription is currently active for the site c******au.atlassian.net. 
I have also double checked for any data restore since it was recent, but there are no options.
That generally means the data was deleted some time ago and is no longer recoverable, or wasn't deleted.
Since it happened 26th March, 2026, we believe the previous data should be there, in case the site was just suspended.

Would you have more details on what is the error you are facing when trying to access your Confluence site? 

Since you have more products that are actually deactivated on the site (Jira and JSM), it could be redirecting you to those product by default.

In that case, could you confirm if navigating to your site and having the /wiki  or /wiki/home after the site name, redirects you to the Confluence product and it is accessible?

If not, please let us know and share the error message with us, so we can check further if we can address it from here, or a support ticket is needed, in case we need to check something on your site.

In case it is accessible, but you are missing some data, could you confirm if you can find the space(s) missing and its content at Confluence Settings > Space permissions?

Regards,
Jessica

[Himanshu Tiwary]

Hi @James Gauci 

Something very similar happened to me once after a cancellation

While Atlassian does promise a 15-day retention window, the site does not always restore itself after a resubscription. In my case, the site remained inaccessible until Atlassian manually restored it.

What I did was

Create a support ticket via Atlassian Support (Billing/Cloud)

Provide the site URL and confirm payment completion

Request restoration of the site explicitly

They were able to restore the instance with all data intact since it was within the 15 days.