JSM Instance Completely Vanished

[Adriana Minano]

I lost my entire instance today and was given some Product Discovery.  I was given back my original licenses and told to wait 24 hours.  I got no answer or reason for why this happened.  Did anyone else experience this today?  My team has been unable to work at all.

[Trudy Claspill]

Hello @Adriana Minano 

Welcome to the Atlassian community.

Your post tags indicate you are on a Free subscription. Is that accurate, or are/were you using a paid subscription?

When was the last time you accessed the instance?

What are all the products for which you had subscriptions on that instance?

Did you have a case open with Atlassian support about this? If so I recommend that you reply within that case asking them for the reason for the problem.

[Adriana Minano]

I had full functionality yesterday.  Today I woke up with a completely different instance, random users were added who had never been added, and they ended all of my instances.  They then reactivated multiple JSM instances, which resulted in over 50 emails, then they said I had to pay.  They claim to have fixed it and given me back my old instances, and I see them in the subscription details but I cant see my data or anything.  I asked them what happened and they removed the support rep and sent me back to an AI chatbot.  I'm now waiting and have no idea whether my org will have an instance tomorrow.  

[Trudy Claspill]

That sounds like a very strange situation. 

I haven't seen any other reports today here in the Community of anything like that happening to anybody else.

[Adriana Minano]

Do you know the likelihood of getting my instance back after they reactivated my subscriptions?  I'm panicking.  

[Trudy Claspill]

No, I'm afraid I don't know that. I would assume it depends on the root cause of the problem.

There are a variety of normal paths to follow to cancel/deactivate/delete subscriptions with points along the way where the subscriptions can be reactivated and data is restored. It seems like this was not one of those scenarios, so I have no idea what the recovery options are.

[Trudy Claspill]

I recommend that you open an actual support ticket, not just use the chat option, to get an explanation from Atlassian. Did you have an actual support ticket open where the resolution was that they restored your subscription? Or was that resolved just through a chat dialog?

[Joseph Chung Yin]

@Adriana Minano 

I agreed with @Trudy Claspill responses.  At this time, have you tried to contact Atlassian Support of your issue?  (https://support.atlassian.com) This may be something that they can assist you further.

Best, Joseph

[Adriana Minano]

I did, several times.  They brought back the subscriptions but not my instance.  And this was entirely their fault, not something I did.  The minute I asked how this happened the rep vanished and left the chat.