Request for data export from suspended Confluence site

[Robin Ma]

Hello Atlassian Support,

Our Confluence site has been suspended due to an expired subscription, and we are currently unable to access the content. We need to export our data as soon as possible to avoid business disruption.

Site details:
- Confluence URL: https://cainiao.atlassian.net/wiki/x/FoAmAQ
- Organization email: luobin.my@cainiao.com
- Request ID: N/A

Issue description:
I can log in to admin.atlassian.com, but the Confluence site is no longer visible in the account. Since the site is suspended, we are unable to access the admin console to perform a site export ourselves.

Requested action:
Could you please assist us with a one-time export of all Confluence data, including pages, attachments, and space content? We understand the export may be provided as a site backup file.

Thank you for your help.

Best regards,
Robin Ma
luobin.my@cainiao.com

[Barbara Szczesniak]

@Robin Ma Just removing users doesn't change you back to the free plan. See this page for instructions to downgrade back to the Free plan: https://support.atlassian.com/confluence-cloud/docs/removing-users-and-downgrading-to-confluence-free/ 

[Trudy P Claspill]

Hello @Robin Ma 

Welcome to the Atlassian community.

Disclaimer: I am not an Atlassian support engineer. I can offer only advice on your situation.

The tags on your post indicate you are using a Free subscription. Was your subscription Free, paid Standard or Premium, or a free Trial of Standard or Premium?

If paid or Trial, did you intentionally opt to not renew it?

When was it suspended?

Do you intend to renew it?

All of the above answers will factor in to whether or not your data is still available or has been permanently deleted by Atlassian.

If you were using a Free Tier subscription (not a free Trial) and left it inactive for a period of time, you may want to review an article I've published recently about that scenario.

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

[Robin Ma]

Yes, I'm using the free subscription. I think it may because of my team member over 10, so that you close the access of my workplace. I reduce the member within 10 now, can you reopen the workplace now?

[Trudy P Claspill]

Hello @Robin Ma 

Unfortunately we cannot assist you directly.

As @Arkadiusz Wroblewski said we are just community members like you. We are also customers (and vendors and partners) of Atlassian. We don't have access to anybody else's accounts besides our own. You will need to reach out to Atlassian through the link provided by Arek.

Good luck!

[Robin Ma]

I know I should use my own account to download my document, but I just do not have any access to my workplace even I log  in with my own account now. I need your help and just let me know if I do not want to subscribe any service, is there any chance to get my documents back? It is very important for me.

[Robin Ma]

Our Confluence Free plan was auto-upgraded to Standard because we briefly exceeded the 10-user limit by mistake, leading to workspace suspension.

We’ve reduced active users to fewer than 10 now and only need the Free tier. Please waive the over-limit charges, downgrade our plan back to Free, and re-enable our workspace.

Thanks a lot.

[Robin Ma]

Here is only 9 users here

[Arkadiusz Wroblewski]

@Robin Ma 

PS: I recently saved this steps because I experienced lot of times here that not everyone knows how to handle this form.

Please follow these steps to submit a support ticket:

1. Go to the Atlassian Support: https://www.atlassian.com/company/contact/purchasing-licensing?redirectSource=sac-wac-redirect#/
2. Under How can we help you?, select Your account.
3. Under Choose a topic, select Log-in issues.
4. Scroll down and click Need more help?.
5. Click Need more help? a second time when it appears.
6. Input the details of your issue in the Your question box and click Submit.

[Robin Ma]

Thanks and I open a new ticket: https://support.atlassian.com/requests/CA-4124151/ hope this time it can solve my issues.

[Arkadiusz Wroblewski]

Hello @Robin Ma 

You should request that here as soon as possible https://www.atlassian.com/company/contact/purchasing-licensing 

As community members like you, we cannot decide if that's possible or not.

Best,

Arek 🤠