My Atlassian Cloud site cannot be found and Support cannot locate the Cloud URL

[고수민]

Hello,

I need help with my Atlassian Cloud site.

The site was working previously, but now when I access it, I get the following message:

"Your Atlassian Cloud site is currently unavailable."

When I try to contact Atlassian Support, I am asked to enter my Cloud URL. However, after entering "tejbda312523.atlassian.net", Support says:

"Sorry, we couldn't find that Cloud URL."

Because of this, I cannot create a support ticket.

Could someone please help me determine:

1. Has my Atlassian Cloud site been deleted, suspended, or deactivated?
2. Is there any way to recover the site and its data?
3. If this requires Atlassian Support, how can I contact them if the Cloud URL cannot be found?

Request ID:
ff0db28210184f20adfca88b65c02f80

Thank you very much.

[Tomislav Tobijas · Accepted solution]

Hi @고수민 ,

As Nikola said, it could be due to site inactivity - Trudy did a great job explaining the procedure around that here: Atlassian Jira, JSM & Confluence Free Tier Inactivity & Data Retention

What you could do here (and as it is stated in the linked article) is to reach out to Atlassian Support: Pricing, Billing & Licensing > select Your Account > Reactivate subscription and raise a ticket.
*if that doesn't work (and you cannot raise a ticket), select Other and fill out the info in that form

Cheers,
Tobi

[고수민]

Thank you for your response.

[Nikola Perisic · Accepted solution]

Hi @고수민 

This is a public forum and information like your instance is sensitive and bad actors looking for the same ones can misuse it, that's why I've removed it. If you are on free plan and you weren't active for 120+ days, Atlassian automatically deactivates all instances.

[고수민]

Thank you for the clarification.

I understand that the site may have been automatically deactivated due to inactivity.

Could you please let me know whether it is still possible to reactivate or recover the site and its data?

Since Support cannot locate the Cloud URL, how can I contact the appropriate Atlassian team for assistance?

Thank you.

[고수민]

I don't believe my site was inactive for more than 120 days. After receiving an email earlier this year warning that my workspace could be permanently deleted, I signed in to Atlassian in May and reactivated my workspace.