Prevent product data deletion?

[Gary DeJarnett]

Due to a personnel situation related to Covid, we had a payment failure on our account.  We received notice this (Saturday) morning that our Jira products have been cancelled and that tonight our data will be deleted.

This morning we immediately got the payment done and wrote to Atlassian explaining, and asking to please not delete our data, but we have received no reply, and no other way to contact Atlassian.

Most sites have a "retry payment", but this isn't available, and no record of payment even though there is a valid payment method listed.

We do not want to lose our ticketing data and history.  Is there anything else we can do, to make sure this doesn't happen?  

Thanks

[Andy Heinzer · Accepted solution]

Hi,

It appears that your support ticket was duplicated.  Over in https://getsupport.atlassian.com/servicedesk/customer/portal/35/CA-1663809 our support team has acknowledged that your site has been reactivated.

For evaluation sites, data is only retained for 15 days, but for sites on the Free, standard, or premium plans, data is retained for 60 days.  More details on this can be found over in Track storage and move data across products: What happens if I miss payment for my Atlassian product subscription? 

[Gary DeJarnett]

Thank you for the link Andy.

Looks like it's taken care of now.  All tickets are there.

Have a good evening.

[Pramodh M]

Hi @Gary DeJarnett 

You should have written mail in advance to let them know so that the team will be aware of the situation, and maybe by trial methods, they would have given some more time.

Anyways, make sure to don't ignore the payments or communicate with the Atlassian team in advance going forward.

Have you created a support ticket, if yes adding the ticket here would help them find the ticket soon and will be able to help!!

Thanks,
Pramodh

[Gary DeJarnett]

Thank you for the great suggestion.

Here is the support request:  https://getsupport.atlassian.com/servicedesk/customer/portal/35/CA-1663755