Reactivate deactivated Confluence site and restore data?

[Software Wata]

Hi @Tansu Akdeniz, @Trudy Claspill and the Atlassian team,

Thanks a lot for your replies and guidance.

I just want to clarify the situation with both Jira and Confluence, and why I am asking specifically to recover the old Confluence data.

As you can see from the attached screenshot of my inbox, I received multiple emails from Atlassian between 12 Nov and 24 Nov with subjects like:

“[Important Notice] Your Jira subscription is being deactivated due to inactivity”

“[Action Required] Your Jira subscription will be deactivated due to inactivity soon”

“[Important Notice] Your Confluence subscription is being deactivated due to inactivity”

“[Action Required] Your Confluence subscription will be deactivated due to inactivity soon”

Using the links in those emails I was able to successfully reactivate Jira. Jira on wts-project.atlassian.net is now working again and I can see the Jira subscription under Billing.

However, for Confluence I have a different problem:

The deactivation emails say that my Confluence app on
watasoftware-project.atlassian.net is being deactivated due to inactivity and that the data will be permanently deleted soon.

When I go to admin.atlassian.com and select the organization/site watasoftware-project, the Billing page shows:
“You don’t have any apps right now” – there is no Confluence subscription listed, so I cannot reactivate it myself using the documentation.

When I try to open an old Confluence page for our documentation, for example:
https://wts-project.atlassian.net/wiki/spaces/DFE/pages/39354370/Production+Deployment
I get the message: “Page unavailable – Your Atlassian Cloud site is currently unavailable.”

Because I could not see the old Confluence subscription in Billing, I tried creating a new Confluence Free on wts-project.atlassian.net.
This new Confluence site is empty and does not contain our old spaces such as the DFE space or the “Production Deployment” page.

What I really need is not a new empty Confluence, but the old Confluence content that existed before deactivation.

Could you please:

Check in your backend whether the original Confluence site/data associated with:

watasoftware-project.atlassian.net (from the deactivation email), and

the old wiki URLs under wts-project.atlassian.net/wiki (space key DFE)
is still retained and not yet permanently deleted, and

If the data still exists, reactivate that original Confluence subscription or restore the old Confluence content (for example, by restoring the previous Confluence site or importing the old data into my current Confluence on wts-project.atlassian.net).

I am still within the deactivation window (the emails were sent from 12–24 Nov), and we did not intend to permanently delete our company documentation.

These Confluence spaces contain very important internal documentation for our company’s operations, so recovering this data is extremely critical for us.

If there is any possibility at all to restore the original Confluence content, I would be very grateful if you could help escalate this case internally and assist us with the recovery.

I can provide any additional screenshots (Billing pages, “Page unavailable” screen, and all deactivation emails) if that helps.

Thank you very much for your help in trying to recover the old Confluence data. We really appreciate your support.

[Staffan Redelius]

Hi @Software Wata 

You really need to contact Atlassian support, they are the only one that can help you restore any data if it is still available to restore.

I don't know the retention policy at Atlassian but in worst case it has been permanently deleted (and to be fair you have got several emails warning you that this would happend)

Sorry to hear about your situation.

Best regards,
/Staffan

[Carlos Garcia Navarro]

Hi @Software Wata ,

Welcome to the Community!  Sorry to hear about the issues. Did you try to contact Atlassian Support here?: https://support.atlassian.com/contact/#/

[Software Wata]

Hi @Carlos Garcia Navarro, @Staffan Redelius and Atlassian team,

Thank you again for your help and for pointing me to the support contact page.

However, because my site is on the **Confluence Cloud Free** plan, I am not able to create a support request myself. When I go to the support portal and choose:

- “Technical issues and bugs”
- App: “Confluence (Cloud Free)” for https://wts-project.atlassian.net

the page only shows:

“Our Free plans include self-service support options. Confluence Free comes with Community Support. To access business hour customer support, upgrade your plan.”

There is **no button or form to actually submit a ticket** from my Free site – only links to “Explore Community” and “View Documentation”. I have attached a screenshot of this page.

Because of this limitation I cannot open an official support ticket, even though this is a critical data-loss issue for my company (our internal documentation may still be recoverable if the data has not yet been permanently deleted).

Could you please:

- Help escalate this case internally to Atlassian support on my behalf, or
- Advise if there is any way for a Free Confluence customer to request a one-time data recovery / temporary upgrade so that Atlassian can check whether the old data for `watasoftware-project.atlassian.net` and the DFE space is still available?

I would be extremely grateful for any help to reach the Atlassian support team, because these Confluence pages contain very important documentation for our company.

Thank you very much for your assistance.

[Staffan Redelius]

Hi @Software Wata 

I think you still can raise a ticket with billing and Atlassian might regard this as a billing question and not a technical issue. Since you are on a free plan it is related to the subscription of their tools.

I am sorry but I don't have any channels to escalate this to Atlassian. I am just a customer.

Best of luck!
/Staffan