How to reactivate a Jira site that was on a free subscription

[Stephen McAinsh]

Hello, we used to have a free Jira subscription for our organisation, let's call us xyzltd, with a URL xyzltd.atlassian.net.

We didn't use it much and every so often we got a warning that if we didn't login it would be deleted. It looks like this has happened at some point in last 12 months.

We are now trying to take out a new free Jira subscription for xyzltd.atlassian.net but it states "this site is already in use". However if we try our login to xyzltd.atlassian.net, it comes back with "We already notified the admin of your access request for Jira on xyzltd.atlassian.net" but the admin is not getting that notification. We have checked spam.

We contacted Atlassian GDPR team who confirmed my email was still the billing and technical contact for xyzltd.atlassian.net but the site was already deleted.

However if it is truly deleted, we shouldn't be getting "this site is already in use" or "We already notified the admin of your access request for Jira on xyzltd.atlassian.net".

It would seem xyzltd.atlassian.net is in some sort of dormant state. How do we get it reactivated?

The GDPR team advised to contact here for support.

[John Funk · Accepted solution]

Hi Stephen - Welcome to the Atlassian Community!

You will need to open a support ticket with Atlassian so they can get you reconnected. 

https://support.atlassian.com/contact/#/

Best of luck!

[Trudy Claspill]

Users on free subscriptions can't open support tickets through the Atlassian customer portal.

[Stephen McAinsh]

Indeed! However, bizarrely, if you choose the "billing, pricing & payments" option, which I never thought of doing previously as it was in regard to a free subscription, it takes you to https://www.atlassian.com/company/contact/purchasing-licensing#/ and from there I have been able to raise a ticket, which is under investigation. Thanks!

[Fabio Racobaldo _Catworkx_ · Accepted solution]

Hi @Stephen McAinsh and welcome,

did u try to follow this how-to guide https://support.atlassian.com/subscriptions-and-billing/docs/reactivate-a-subscription/ ?

here are a few ways you can reactivate a canceled or deactivated subscription: either by going to admin.atlassian.com/billing, by starting a new trial on your existing site, or by contacting us.

To reactivate a subscription:

1. Go to admin.atlassian.com/billing. Select your billing account if you have more than one.

2. On the Subscriptions page, select the Inactive tab.

3. Find the subscription you’re looking for and select Reactivate.

4. Review your subscription details and select Continue.

5. Review your billing details. If they weren’t added before, you can add them now. If you select or add a new payment method, all subscriptions billed together in the same billing profile will be moved over to the new payment method.

6. Select Confirm.

Your reactivated subscription will appear on admin.atlassian.com/billing under Subscriptions > Active. If you run into any issues when reactivating your subscription, contact us.

[Stephen McAinsh]

Thanks. This route also leads to https://www.atlassian.com/company/contact/purchasing-licensing and from there I have been able to raise a ticket, which is under investigation.

Given the subscription in question was a free one, going to https://admin.atlassian.com/billing was not an obvious starting point. Thanks for the help.