Urgent: Confluence Free site unavailable and no longer appears in Atlassian Administration

[Fabio Querin]

Urgent: Confluence Free site unavailable and no longer appears in Atlassian Administration

I need help from an Atlassian employee with a Confluence Cloud Free site that has become unavailable.

Site: raibl.atlassian.net
Organization: raibl
Product: Confluence Cloud Free
I am the sole administrator/user of the organization.

When I visit:

https://raibl.atlassian.net/wiki

I receive:

Your Atlassian Cloud site is currently unavailable.

The page provides this Request ID:

54ed483a5e4f4bb0a5d0a2433ce0cf27

I have signed into admin.atlassian.com and confirmed that I am looking at the raibl organization. However, under Sites there are no sites, and under Apps/Subscriptions it says:

You don't have any apps right now.

I have tried to contact Atlassian Support, but because this is a Free plan I cannot open a support ticket. The support form also rejects raibl.atlassian.net with “URL cannot be found”, so I cannot use the support form even though this is the site I need help with.

I have been told by the Atlassian support assistant that the site was deactivated due to inactivity and that the 14-day period has passed, meaning the data may have been permanently deleted.

Could an Atlassian employee please verify the actual status of raibl.atlassian.net and confirm:

1. When the site was deactivated.

2. Whether the Confluence data has actually been permanently deleted.

3. Whether the data is still within any recovery/retention window.

4. Whether there is any possibility of restoring the site or its data.

This site contains important personal/work material, so I would be extremely grateful for any help determining whether the data is genuinely unrecoverable.

Thank you.

[Martin Runge]

Hi @Fabio Querin

Let's keep in mind that this is a peer community, so we won't be able to look up your account or verify the actual status of raibl.atlassian.net. Only Atlassian has that capability.

The important thing is that the standard support form is the wrong door for this. Even on a Free plan, you can reach the team that handles deactivations through Atlassian Billing, Licensing, & Pricing support, which is not gated behind a paid plan.

• Go to https://www.atlassian.com/company/contact/purchasing-licensing
• Choose your account, then Reactivate a subscription
• Give them the site URL, the org, and that Request ID

For the timeline itself, I would read this community article by @Trudy P Claspill , which maps out the Free tier inactivity and deletion process step by step: https://community.atlassian.com/forums/Jira-articles/Atlassian-Jira-JSM-Confluence-Free-Tier-Inactivity-amp-Data/ba-p/3251237

The key point from it: a deactivated Free site sits in a 14-day recovery window, and permanent deletion happens around day 55. If the billing team confirms the 14 days have truly passed, recovery may not be possible, but they are the only ones who can give you a definitive answer, so I would open that billing request now rather than wait.

Could you confirm whether you still have the warning emails Atlassian sent before deactivation? Those state the exact dates and will help the billing team locate your case faster.

Cheers, Martin

[Fabio Querin]

Thanks, Martin @Martin Runge . Unfortunately, I’ve tried that route as well.

After selecting the correct site URL from the dropdown, there’s no option to actually submit a request. The only option provided is a link to the reactivation guide, which essentially explains the same process and then sends me back to the same form.

So unfortunately, I’m stuck in a loop and still don’t have a way to contact the billing/licensing team directly.

Also I have never received any warning email from Atlassian with the deactivation dates.

I've attached a screenshot

[Martin Runge]

Hi, I have requested assistance from Atlassian support on this ticket for you.