Unable to access Confluence by all team members

[Diya Pandey]

We are doing the capstone and have an issue regarding accessing the confluence workspace. it looks like someone signed up and paid for a premium account, and it has now expired. Accessing confluence space is important for us as it recently stopped working and we have all our documentation. does someone know the email or something that I can reach out for Atlassian support to regain access, we dont know who the admin for that is as the project started 2 years ago 

[Mikael Sandberg]

I have notified the Atlassian support team that is on here, they should be reaching out to you within 2 business days.

[Jessica]

Hi @Diya Pandey 

Checking the site you added to the details visible to us only, the site sk*******ne.atlassian.net seems to be active and running, and there are no records for plan switch or data deletion, so the site should be accessible.

Are you running into a specific error when trying to get into this site?

I checked other sites where you had access, it seems there is a site called sk*********ye.atlassian.net which is currently deactivated.

That said, could you confirm if the issue is happening with the first site mentioned or the second one?

If there is a specific error accessing the content, please let us know. 

If this is related to the second site, the site could be reactivated since it wasn't deleted yet, but that would need the approval from your site/org admin.

If that is the case, please ask them to raise a request on your behalf on this link, where our billing and licensing team can reactivate the site, with the org admin request.

Regards,
Jessica

[Diya Pandey]

Hi Jessica, yes it’s the second one. Our team is doing the capstone with the org and it started few years ago, both previous team and our sponsor doesn’t know who the admin is so atlassian support team is our only option to reactivate it, it has been more than 3 weeks so it has cause difficulty in more project progress as all documentation are in there. Let me know if I can provide more details

[Jessica]

Thanks @Diya Pandey 

Since this is a public forum, I'd suggest avoid sharing sensitive information here about your site or admins.

In that case, are you able to open a request with us at https://www.atlassian.com/company/contact/purchasing-licensing#/ entering the site url link for the deactivated site?

From there, our billing and licensing team should be able to validate the next steps to help you with the site reactivation and see if they can share the org admin information if further approval is needed.

Regards,
Jessica

[Diya Pandey]

for some reason it still says 

This doesn't look like a valid URL, SEN, EN, or invoice. Please review the help links and edit this value.

Click here to type a value and I cant submit request 

[Jessica]

Hi  @Diya Pandey 

I created a ticket on your behalf with our billing and licensing team to move forward with the next steps, where you can share the information necessary. For security reasons, please share the information for the site you need the reactivation/access, so they can validate the site information as well and help with it. :)
I have added some internal notes with more context about the issue as well.

You should be able to access the ticket with the same email you used to create this post.

Please go to https://support.atlassian.com/requests to see the ticket. You also should have received the notification on your email box.

Regards,
Jessica

[Arkadiusz Wroblewski]

Hello @Diya Pandey 

@Mikael Sandberg  flagged your post to support, so please wait patiently and don't open any further Q&A related to same topic in meantime.

[Tinker Fadoua]

@Diya Pandey  are you still having the problem?

[Diya Pandey]

Yes