App offline This Assets is currently unavailable. Contact us at support.atlassian.com for help.

[Aleyna Aydın]

Hi,

We lost access the our spaces this morning and we can see on Jira Apps that assests says app offline This Assets is currently unavailable. Contact us at support.atlassian.com for help.

Since we are on a free plan we can't create a support ticket, we tried reactivating it but didn't work.

How can we urgently activate our assests so we can continue working.

[Marc -Devoteam-]

Hi @Aleyna Aydın 

As you mention you are the org admin.

When was the last time this "Free" instance was accessed and not via API integrations, but a user has actively logged on?

Has this bean quite some tine, then you should have received mail from Atlassian mentioning this and waring you about the suspension of your subscription.

You could raise a request here; Billing and Purchanse

[Marc -Devoteam-]

Hi @Aleyna Aydın 

Assets in SM is only available on a paid plan, so if you trailed JSM on Standard or Premium and started using assets, but switched back to a Free plan for JSM , Assets access will be revoked, as Free plans don't have Assets access.

So if you want ot use Asets, you need to start using a paid plan.

[Aleyna Aydın]

Hi @Marc -Devoteam- 

Thanks for your reply. I was able to create a ticket via the link you provided. Many thanks

[Aleyna Aydın]

Hi @Marc -Devoteam- 

It’s not that we need to use this feature; we are trying to understand why we have lost access to our spaces and restore access as soon as possible. We initially thought this might be the cause of the issue, but we are no longer certain.

[Ugnius Aušra]

@Aleyna Aydın 

So i'm getting confused, is assets are not available to reach or spaces (projects)?

Because if the issue is with assets, then Marc explained it correctly.

You had like a standard JSM trial plan, which gives you access to Assets.

After trial, if you not adding payment method to Jira, it automatically downgrades you to Free version, which removes access to Assets.

[Aleyna Aydın]

Hi @Ugnius Aušra 

Apologies if my previous message was unclear — we are relatively new to Jira, so some of the terminology is still unfamiliar to us.

The main issue is that we have lost access to our spaces this morning.

While reviewing the settings, we noticed that one of the assets appeared as offline, and we initially thought this might be the cause of the issue.

[Ugnius Aušra]

Hello @Aleyna Aydın 

Are you organization admin? If not, did you tried to contact with him?

[Aleyna Aydın]

Hi @Ugnius Aušra 

Thanks for your speedy reply.

I am the organization admin, that was my first thinking maybe I don't have permission's but I can see under my username that says organization admin.

[Ugnius Aušra]

Okay, good.

So Assets is not included in JSM free plan.

In 2025 assets was available only on Premium JSM plan.

As in 2026, there was update, that Assets is being added to Standard plans.

But free plans, do not received this function.

[Aleyna Aydın]

Hi,

We lost access to our spaces earlier today.

We noticed that one of the assets was deactivated on 17th March, and initially thought this might be related. However, we are no longer certain this is the cause.

We have checked both the trash and archived sections, and there are no deleted or archived spaces/projects visible.