Account recovery or deletion

[Fabio Gianni Murtas]

I accidentally created a second account by logging in with my Google account. To delete the new account, I must have accidentally deleted Jira in the main billing account. Now I have nothing left in billing. I see the Jira app in the main account with an exclamation point and I can't recover anything. I can't even delete the account permanently. In short, I can't do anything anymore and I find myself stuck. Furthermore, having a free plan, I can't even open a ticket to solve the problem.

[Yashodip Jadhav · Accepted solution]

@Fabio Gianni Murtas   that sounds really frustrating, but don’t worry this kind of situation can happen with Jira when multiple accounts get mixed up.

From what you’re describing, it seems like the Jira site wasn’t fully deleted but rather deactivated or left in an incomplete state, which is why you’re seeing that exclamation mark. First thing I’d try is logging in with both accounts (Google and email/password) and checking if the site appears under either one.

Even on a free plan, you can still raise a request through Atlassian’s support portal (billing/account issues are usually covered), so it’s worth trying that route—they can help restore access or clean up the account state.

You’re not stuck permanently here, it just needs support intervention to fix the account linkage 👍

[Trudy Claspill · Accepted solution]

Hello @Fabio Gianni Murtas 

Welcome to the Atlassian community.

As a Free subscription customer you can still contact Atlassian about issues related to your subscription through this page:

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

Can you provide any screen images to help illustrate what you are seeing? Obscure confidential details.

Where exactly are you seeing Jira with an exclamation point? Are you seeing that in https://admin.atlassian.com under Apps > Atlassian Apps?

When you go to https://admin.atlassian.com/billing and select Subscriptions, can you click on the Inactive tab and see Jira listed there with a recent Canceled On date and a Reactivate button?

[Fabio Gianni Murtas]

[Fabio Gianni Murtas]

Sorry but I'm in Italy and the language is in Italian, however, I would like to use only the Murtas Fabio account and not the one I renamed "unused" for now I can't fix things or even delete the apps of the "unused" one.. I'll also try writing to support.. Thanks for your help in the moment. I await other suggestions.

[Fabio Gianni Murtas]

I went to the page https://www.atlassian.com/it/company/contact/purchasing-licensing#/ but it doesn't let me send or open any tickets... so I don't know if the uploaded files and texts are sent correctly. And I only received self-service responses, and not even the AI ​​was able to respond to me.

[Trudy Claspill]

Thank you for those screen images. That is helpful.

What you are showing is two Organizations, each with a site.

The murtasfabio site has recently had a Jira subscription. If you hover over the exclamation point you may see a hover message that says "App offline".

Can you navigate to https://admin.atlassian.com/billing ? That is a different location than going to https://admin.atlassian.com and selecting Billing.

https://admin.atlassian.com/billing takes you to a page that shows the Billing Profiles to which you are associated. Do you have more than one Billing Profile listed? If you have more than one you will have to do the following steps in both.

Click Manage for each account.

Select Subscriptions

Click the Inactive tab/

Look for the product that you cancelled. Double check the Cancelled On date to make sure it aligns with when you cancelled the subscription. If there is Click the Reactivate button next to it.