Where is our Confluence content??

[Maximiliano Soto]

Hi, has anyone had the bad experience of your Confluence instance not accesible? We used to have it live, and had just not had the chance to enter back into it for a month or so, and now that we log in its gone! Any chance this can be rescued? (Oh please!). Thank you so much for your kind advise on how to proceed to (hopefully) recover our Confluence instance.

All the best, Max

[Valerie Knapp · Accepted solution]

Hi @Maximiliano Soto , thanks for your post.

Please follow the instructions here for how to reactivate a subscription - https://support.atlassian.com/subscriptions-and-billing/docs/reactivate-a-subscription/ 

I hope this helps you.

Cheers

[Trudy Claspill]

Hello @Maximiliano Soto 

Adding to what @Valerie Knapp said...

Are you the Organization, Site, Product, or Billing Administrator for the subscription? If not, you will need to reach out to those people within your team for assistance.

If your team was on the Free subscription and nobody logged in for an extended period of time (usually 120 days), the subscription could've been deactivated by Atlassian due to inactivity. The Organization and Site Administrators would've received email warnings about this prior to the deactivation.

A paid subscription is not usually deactivated as long as payments can still be processed.

If the subscription was deactivated or cancelled there is a grace period where it can be reactivated. The period varies depending on whether the subscription was free or paid. After that period expires the data is permanently deleted by Atlassian and cannot be recovered.

If your subscription was never deactivated/cancelled, then the administrators may have Archived the content, or moved the content to the internal Trash, or changed your permissions.

[Maximiliano Soto]

Hi Trudy and Valerie, thank you for your kind advise regarding our account and potential solution to scenarios. We were under a free plan, and weirdly, we would frenquently visit our knowledge base we had been creating over the years on Confluence. That said, if Atlassian deactivated our Confluence account, who do we need to reach out for reactivation? The very weird part of it all is that Confluence was the only element within the whole Atlassian ecosystem which was elminated, and not the Jira or main admin modules which are active currently -all under the free tier. Will appreciate any further advise you can provide in this sense.

All the best, and thanks again!

Max

[Trudy Claspill]

Hello @Maximiliano Soto 

@Valerie Knapp provided a link to documentation that provides self-solve guidance on reactivating a deactivated product subscription.

You can also complete the form at the following page to reach out to Atlassian for assistance with a licensing issue.

https://www.atlassian.com/company/contact/purchasing-licensing#/