CRITICAL - Jira Site Unavailable Again (Recurring Issue Affecting Entire Team)

[pablo]

Hello Atlassian Support,

We are experiencing the exact same critical issue again with our Jira site:

https://procesos.atlassian.net/

This issue had previously occurred, appeared to resolve itself, and has now returned without any changes on our side.

At the moment, multiple users in our organization are unable to access Jira properly. The site either fails to load correctly or becomes stuck in the same broken state we reported previously. Our Kanban boards and project management workflows are effectively inaccessible.

This is now having a significant impact on our daily operations, as our entire IT team relies on Jira to manage tasks, projects, incidents, and ongoing work.

We have already performed extensive troubleshooting:

Multiple users affected
Different browsers tested
Incognito mode tested
Different devices tested
Different networks tested (including mobile hotspot)
Same behavior across all scenarios
Previously, we also provided HAR files, console logs, screenshots, and detailed technical information indicating frontend initialization failures despite backend responses appearing normal.

The most concerning aspect is that the issue temporarily disappeared and has now returned, suggesting there may be an underlying platform or site-level problem that has not been fully resolved.

We urgently need assistance, as this is currently blocking our team's ability to work and manage active projects.

ELIT

Please treat this case with high priority and let us know if you require any additional logs, HAR files, timestamps, or access information.

Thank you for your help.

Best regards,

Pablo Navarro
IT Manager

[Samuil Enchev]

Hi @pablo

I’m sorry for the ongoing disruption to your team's work. After looking into your site status, it appears the instance was deactivated on June 9th.

This typically happens on the Free plan if the user limit (10 users) is exceeded for a period of time without an upgrade to a paid tier. This would explain why the site is currently inaccessible for your team.

To get your site back online, a Billing Admin can reactivate the subscription by following these steps:

1. Go to admin.atlassian.com/billing.

2. Select your Billing Account.

3. Click on the Subscriptions page and select the Inactive tab.

4. Locate your Jira subscription and select Reactivate.

5. Follow the prompts to confirm your plan and billing details.

Once reactivated, your data and boards should be fully restored. If you intend to stay on the Free plan, you will need to ensure your active user count is reduced to 10 or fewer to avoid future deactivations.

Best,
Samuil

[pablo]

Hi  @Samuil Enchev 

Thank you for your investigation.

We checked the site with our administrator and found that we had 11 users assigned to Jira. We have now reduced the number of users to 10, which should comply with the plan limits.

However, Jira is still unavailable. When accessing the administration area, we see the message:

"The Jira subscription has been deactivated. For assistance, please contact us."

We also checked the Billing section, but there are no inactive subscriptions listed that we can reactivate manually.

Could you please verify whether the Jira subscription can be reactivated from your side, or advise us on the next steps required?

Thank you very much for your help.

Best regards,

Pablo

[Samuil Enchev]

Hi @pablo

I'm unable to reactivate the subscription for you myself as I'm not part of the Billing and Licensing team. In this case I would advise raising a ticket with Billing directly by following these steps:

1. Go to https://www.atlassian.com/company/contact/purchasing-licensing?redirectSource=sac-wac-redirect#/
2. Under How can we help you? select Your account
3. Under Choose a topic select Reactivate subscription
4. Input the site URL
5. In the text box that will appear, explain your situation and request that your Free Jira instance is reactivated

This should create a ticket with our team, and they will work with you directly to get this sorted! In case of any further issues, please let me know.

Best,
Samuil

[Sebastian Krzewiński]

Hi @pablo 

I'm afraid that Atassian Community is not able to help with this but I requested for Atlassian Support assistance here.

Regards,

Seba

[pablo]

OK really thanks @Sebastian Krzewiński !