Confluence suddenly disappeared from our Atlassian Cloud site and now shows “null - null” / “Unable

[Mi CASA Asamblea de Dios Monte Grande]

Hi everyone,

I need help with an issue on our Atlassian Cloud site.

We had been using Confluence normally for a long time on our site, and suddenly we can no longer access it.

Our site is: asambleadedios.atlassian.net

When I try to open Confluence, including URLs like /wiki or our old space URL, I get this error:

“(null)
Encountered a ‘null - null’ error while loading this page.
Go to Jira home”

Example of the space URL that used to work:
https://asambleadedios.atlassian.net/wiki/spaces/PA/overview

I also noticed that Confluence no longer appears as an available product for the site. Under the products/apps I can only see Jira Administration and Jira.

I checked our user count and we currently have 9 users, so we should still be within the Confluence Free plan limit of up to 10 users.

I also checked and the group confluence-users-asambleadedios already exists, and all users are included there. However, Confluence itself does not appear in Billing, and it does not appear as an available product for the site.

When I try to add/install Confluence again, I get this message:

“Unable to add app
This can happen when a site is behind on payments. Try reviewing Atlassian Administration, and if you're still having trouble contact support.”

[Trudy Claspill]

Hello @Mi CASA Asamblea de Dios Monte Grande 

Welcome to the Atlassian community.

When was the last time any user logged in to the application?

Atlassian has a policy of deactivating Free subscriptions that are left inactive for too long. Before that they send an email to the Organization Admins warning that the subscription has been inactive and will be deactivated if users don't log in. Another email is sent in the day of deactivation. Check with your Organization Admins to find out if such emails were received.

You can also reach out to Atlassian Billing, Licensing, Pricing Support through the following site:

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

[Trudy Claspill]

Additionally if the process of permanently deleting the subscription data, after deactivation, has been started but not yet completed, that can block you from re-adding the app to your site and produce the error message you saw.

[Arkadiusz Wroblewski]

Hello @Mi CASA Asamblea de Dios Monte Grande 

@Trudy Claspill  point about inactivity is a good one

One more detail stands out from your post, your thread shows Product Admin permission. That matters here, because adding Confluence again is an Organization Admin task, and access to the Billing accounts page is limited to Billing Admins.

So the fact that Confluence does not appear in Billing on your side does not automatically mean the subscription is gone. It can also mean you do not have the admin scope needed to see or reactivate it.

Ask an org admin or billing admin to check admin.atlassian.com/billing and look under the Inactive tab for the Confluence subscription. If it is there, they can try to reactivate it. If it is no longer there, or reactivation is blocked, then this needs to go to Atlassian Billing/Licensing support.