Urgent Request for Data Recovery for My Confluence Account

[shannon]

Dear Confluence Support Team,

I recently received a notification stating that my Confluence data would be cleared tomorrow due to long-term inactivity. However, when I logged into the system in 8th june to back up my data, I found that the data had already been deleted ahead of the stated date.

  

This has caused a significant impact on me, as the data is extremely important. I am also confused as to why the data was cleared earlier than indicated in the notification.

Could you please help me look into this issue and do your best to recover my data? 

Thank you very much for your help. I look forward to your prompt response.

[Christos Markoulatos -Relational-]

Hi @shannon 

Confluence sites on the Free plan will be deactivated after a period of inactivity, and once deactivated, the data enters a 60-day retention window before being permanently deleted and unrecoverable. This means the June 9 date in the notification was likely the end of that retention window, not the deactivation date itself. The actual deactivation probably happened weeks earlier, which is why the data appeared to be gone when you logged in on June 8. It is also worth noting that inactivity warning emails are only sent to the listed billing contact for the site, so if the account had a different billing contact, those warnings may not have reached you.

Recovery past the retention period is generally not possible, but it is worth escalating directly to Atlassian Support to check whether your site is still within the 60-day window. To do that, go to support.atlassian.com and click "Get support," log in with the same Atlassian account that owned the site, select Confluence as the product, and choose "I have a billing or account question" as the issue type. Include the site URL (fcliheng.atlassian.net) and the full timeline of events, as the more detail you provide the better chance the team has to investigate. One thing to be aware of: if you are not the billing contact on the account, the support team may require the billing contact to raise the ticket instead, as account-level actions require verification against the billing owner.

Hope this helps!

Helpful links:

• https://support.atlassian.com/contact/
• https://support.atlassian.com/security-and-access-policies/docs/track-storage-and-move-data-across-products/

[Samuil Enchev]

Hi @shannon,

Thank you for reaching out and providing those details. I have looked into your account and I can clarify what is happening with your Confluence instances.

It appears you have two Confluence sites associated with your account. One was cancelled in August 2025, but your more recent site was deactivated on June 9th due to a period of inactivity. It's possible the recent site was inaccessible on June 8th due to time zone differences.

The good news is that your data has not been permanently deleted yet. When a Free site is deactivated for inactivity, there is a short window where it can still be reactivated. Since we are within that window, we need to act quickly to bring it back online.

How to Reactivate Your Site

To get your data back, please submit a request to our Billing and Licensing team. They are the only team with the tools to reactivate a deactivated site.

1. Go to the Atlassian Support: Pricing, Billing, & Licensing | Atlassian.

2. Under "How can we help you?", select "Your account".

3. Under "Choose a topic", select "Reactivate subscription" (or "Cancel Cloud subscription" if that is the only option, as it goes to the same team).

4. Click "Need more help?" at the bottom.

5. In the text box, state: "My Confluence site [Insert Site Name/URL] was deactivated on June 9th due to inactivity. I am within the 14-day window and urgently need this site reactivated so I can back up my data."

6. Click Submit.

Once the Billing team reactivates the site, you will be able to log in and access your pages again. To prevent this from happening in the future, simply logging in and viewing a page once every 30 days will keep the site active.

Please let me know if you have any trouble submitting that ticket!

Best,
Samuil