Jira Software (Cloud) subscription was canceled

[Denis Kildishev]

Hello,

Our JIRA Software subscription was suspended yesterday.
I got email saying:

Your Atlassian cloud subscription for the following products has been canceled:

• You've been unsubscribed from Jira. From Nov 30, 2025, these products and apps will be deleted, and your data will be deleted. Contact us if you'd like a copy of your data before it's deleted.

This is due to a user request to cancel the subscription. If you would like to reverse this and continue using please contact us.

In billing section I can't update any Billing details because of "Your instance is deactivated" error. There is no button to reactivate it, because after clicking Reactivate, it redirects me to contact support, and here I don't get a response for 1 business day now. Our worked stopped without any notification and I don't understand what to do.

Could you please help me in this issue?

[John Funk · Accepted solution]

Hi Denis - Welcome to the Atlassian Community!

I have flagged this for someone from Atlassian to come take a look. Best of luck!

[Denis Kildishev]

Thanks a lot John, this is very important for us

[Shalini Pradhan]

Hello @Denis Kildishev ,

Good day! Welcome to Atlassian Community :)

Could you please share your affected Cloud URL for us to create a support ticket and align it to right team to have a look?

Thank you!

[Denis Kildishev]

Thanks it was solved using support ticket after creating this topic

[Shalini Pradhan]

Thanks for updating :)

[Tomislav Sablic]

Hi, you can contact Atlassian support here: https://support.atlassian.com/contact/

[Denis Kildishev]

I've already done it (https://support.atlassian.com/requests/JST-1188099/). But after 1 business day I haven't received any answer and it doesn't look like I will get it