My maintenance is already 2d day long!

[Liliia Leshchynska]

Hello Atlassian Support,

We are unable to access our Atlassian Cloud site because it displays the following message: "Your Atlassian Cloud site is unavailable due to scheduled maintenance."

This issue has been ongoing for 2 days, and everyone in our organization is experiencing the same problem.

Details:

• Issue duration: 2 days
• Affected users: Entire organization
• Error: "Site Maintenance"
• Request ID: ae6fd96548504841a8248ad1297b66c4

Could you please investigate this issue and let us know:

1. Why our site is still unavailable.
2. Whether there is an ongoing maintenance event affecting our tenant.
3. When we can expect access to be restored.

This issue is preventing our team from working, so we would appreciate your prompt assistance.

Thank you in advance.

[Samuil Enchev]

Hi @Liliia Leshchynska

I am sorry to hear your team has been unable to access your site for the past two days.

While the message says "Scheduled Maintenance," this specific error can often appear if there is an underlying subscription or status issue with the site (such as a deactivation due to inactivity). Because maintenance windows typically only last a few hours, a two-day outage usually points to a billing or account status change.

Because this involves your specific account and billing details, we need to move this to a secure environment where our Billing and Account teams can verify your information and assist with reactivation. For security reasons, we cannot handle these details here in the public forum.

Next Steps:

• Go to Atlassian Support: Pricing, Billing, & Licensing | Atlassian.

• Under How can we help you?* select Other

• Include your Request ID: ae6fd96548504841a8248ad1297b66c4 and mention that you are seeing a "Maintenance" message.

Our team will be able to verify if the site was deactivated and walk you through the steps for reactivation if the data is still within the recovery window.

Best,
Samuil

[Karan Sachdev]

Hey @Liliia Leshchynska

Welcome to Atlassian Community!

Maintenance windows are only 2 hours daily, and rarely result in a downtime. The message could be due to a cancelled subscription or deactivated site.

Please check if you've received any emails regarding the same. If your site was inactive for a while, it may have been deactivated automatically.

Thanks!

[Marc -Devoteam-]

Hi @Liliia Leshchynska 

You are on a free subscription and in the guidelines on free instances there is clearly states that there is no assistance or support provided on free instances.

I have marked this post, so it will be highlighted to Atlassian support and they will reach out here.

If you are in need of direct support, opt-in on a paid subscription.

[Liliia Leshchynska]

Thank you for your response.

Could you please provide an estimated timeline for a resolution? I understand maintenance is underway, but my team and I are currently blocked by this issue. We aren't sure why this is happening, especially since we only have 6 users and should be covered under the Jira Free plan.

We need to understand the root cause and resolve this ASAP so we can get back to work.

[Marc -Devoteam-]

Hi @Liliia Leshchynska 

You will have to be patient.

And as I mentioned as you are on a "Free" instance you are not eligible for support.

If you need this app for support, even if you are only 6 users and this is critical, you should get a paid subscription.