How to reactivating my subscription?

[James]

I can't reactivate my Jira subscription.

[Brant Schroeder]

@James welcome to the Atlassian community

If you had a paid subscription you can follow the steps here: https://support.atlassian.com/subscriptions-and-billing/docs/reactivate-a-subscription/

Per the document remember: 

Your app’s data is retained for 15 days (for free subscriptions) or 60 days (for paid subscriptions) after deactivation. If you reactive your subscription within this data retention period, your app's data and preferences will be restored.

At the end of the data retention period, your app’s data will be permanently deleted and can’t be recovered. Read our Data Storage FAQs for more information.

[Shalini Pradhan]

Hello @James ,

Good day! Welcome to Atlassian Community :)

Can you share your cloud site URL for us to check?

[James]

 Hello @Shalini Pradhan ,

Thanks for the follow-up.

Our cloud site URL is: koodata.atlassian.net

Could you help check and clarify why we're unable to reactivate the subscription on our end? Any details on the cause would be much appreciated so we can move forward.

Thanks!

[Arkadiusz Wroblewski]

Hello @James 

Since this went through a reseller, the issue is likely that the subscription is still flagged as partner-managed. If it is, Atlassian won't let you reactivate it yourself once it's deactivated, you have to go through them or the partner.

If it is fully Atlassian-managed now, the standard fix is going to https://admin.atlassian.com/billing > Subscriptions > Inactive > Reactivate. Just make sure you are specifically a Billing admin, as standard site or org admin rights aren't always enough anymore.

If the UI keeps looping you in circles, save yourself the headache and reach out to Atlassian Billing Support directly. Give them the site URL, product name, and a screenshot of the loop so they can flip the switch for you on the backend.

[James]

@Brant Schroeder @Trudy Claspill Hello,

I previously had a paid subscription through a reseller, but due to team downsizing, we reduced our user count and moved down to the Free plan. It appears that, possibly due to a mis-click on my part, the subscription was cancelled, and we are now unable to access the service. I would like to reactivate the Free subscription.

I have already attempted to resolve this on my own through various channels in the admin console, but each path leads me into an endless loop without any effective way to reactivate the subscription.

[Trudy Claspill]

Hello @James 

Welcome to the Atlassian community.

What steps are you taking to try to reactivate your subscription? What happens when you try?

When was your subscription ended? Why was it ended? Did you intentionally cancel it or was cancelled by Atlassian due to inactivity or non-payment?