Cloud products are blocked and org admin is no longer works, what to do?

[Ildar_Shayakhmetov]

Hi guys,

Our team member created our Jira project couple of months ago and seems like she didn't pay enough attention to billing settings. Anyways, she did quit and we as a team have been working on the project.

And yesterday our project got blocked. I did open the billing page to add the payment methods, but our project is no longer there. Is it possible that it was deleted??

[Angélica Luz · Accepted solution]

Hello Ildar,

Welcome to Atlassian Community!

I see that you are a user from 4 Cloud sites and two of them have Jira Software. One has Jira Software Standard and the other is Free. 

Can you please let us know if you are talking about the Standard or Free?

You mentioned that you added the payment methods, so I believe you are a site administrator on the Standard site, but I want to confirm so I can share the correct information with you.

Was she the only administrator of the site?

Regards,
Angélica

[Ildar_Shayakhmetov]

Hi Angélica,

I guess the one I am talking about is the free one, cuz it has been blocked and not listed among the projects.

and yes, I am site admin and she has been only one org admin.

With best,

Ildar

[Angélica Luz]

Thank you for the information, Ildar.

I will mention the initials of the sites to confirm because you are a site-admin of a site that has Jira Software standard and not free.

Site bxxxxxxxxi.atlassian.net - Jira SW Free and your role is User.

Site mxxxxxxe.atlassian.net - Jira SW Standard/Confluence Free and your role is site-admin.

[Ildar_Shayakhmetov]

I confirm that, however, there isn't the project mentioned that got blocked.

The site was `mybeeline.atlassian.net`:

As I mentioned, there is no information in admin page about the project =(

[Nic Brough -Adaptavist-]

The message you are getting here is telling you that your Cloud system has been disabled.  It's nothing to do with the "project being blocked" - the whole system is inaccessible.

You will need to pay for the service, then it will come back.  Note that you only have a few weeks to pay before the system is deleted.

[Ildar_Shayakhmetov]

We would be happy to pay and keep working, but seems like the previous creator of mybeeline didn't properly manage the billing details and in order to pay for it I need to get to the admin page of that organization.

I open my admin page and all I see is the setting for the project - "Site mxxxxxxe.atlassian.net - Jira SW Standard/Confluence".

So please help me to locate the billing details of mybeeline

[Nic Brough -Adaptavist-]

Ok, you'll need Atlassian to add you as a billing contact on to the account.  I'm afraid you'll need to raise that with support directly

Go to https://support.atlassian.com/contact/#/ and select "billing and payments" and then "help with a deactivated site", and fill in as much as you can of the rest!

[Ildar_Shayakhmetov]

Thank you very much! I did write to support team. I hope we will be able to recover our project before it gets deleted.

Thanks again!

[Angélica Luz]

Thank you for the details, Ildar. 

This site has Jira SW and Confluence standard and you are a user without administration access. I mentioned only those two sites because you said that it was a free site and you were admin.

With that said, you won't be able to update the payment details because only our customer advocates or the main billing and technical contact of the site can add you. 

As Nic mentioned, the entire site is disabled and not just the project, so once you get your access back, the projects will be there.

Also, just to let you know that the administrator was not using an account of your domain, but a Gmail that is also the main billing of other sites where you are a user, so I believe that it's important to know who has access to this email in order to update the administrator and the main billing of other sites. Since the Community is public, I won't post the entire email address here, but I can tell that it starts with "jobs" and it's a Gmail.

Hope this helps!