Reactivate a lost Account (Inactivity)

[Hassan Faghihi]

Dear Team,

My account recently got deactivated due to inactivity. The last notice seems to belong to 11 Apr.

I'm trying to reach out to see if Atlasian is so kind as to reactivate it for us, and even better, make the suspension time double for the account... 

I got the reactivate button, but it creates a brand new Jira project - starting from the welcome project creation phase...

My old data and configurations matter to my friend and me, and our trust in Jira service,... 

Please give some of your time to resolve my case if possible.

Link: https://tahvieh-support.atlassian.net/

Im not sure what organization ID is ,... but I hope thats this... as I saw someone else tracking his own issues...

Thank you,
Hassan Faghihi.

[Samuil Enchev · Accepted solution]

Hi @Hassan Faghihi

I’m sorry to hear about the loss of your data. I’ve looked into the status of your site and have some information to share.

Status of your data
Because the site was inactive for over 40 days, it followed our standard automated deactivation and deletion process. Since it has passed the retention window, the data has been permanently deleted. Unless you have a local backup (CSV or JSON), we are unfortunately unable to recover the previous configurations or issues.

Notification history
To ensure transparency, our records indicate that several notifications were sent to the site administrator:

• March 27 & April 04: Reminder emails warning of upcoming deactivation.

• April 11: Notification that the site was being deleted permanently.

Why this happened
Free Jira Cloud sites are deactivated after a period of inactivity to manage resources. Once the retention period ends, the site is wiped and the URL becomes available as a fresh instance. This is why you are seeing the "Welcome" screen.

You can find more details on how we manage Free plans and inactivity in our official documentation here: Explore Jira Cloud plans | Atlassian Support.

I know this isn't the outcome you were hoping for, but please let us know if you have any other questions.

Best,
Samuil

[Hassan Faghihi]

Dear Samuil,

yes,.. but i was stuck in Iran, and due to global internet disconnectivity... and no mean to gain access, I couldn't check my emails, so no notification reached me... as I indicated this inactivity was forced upon me, and I had no mean to participate in.
And this kind of war situation... is not by choice... I hope Jira have backup servers and System/DB administrator who make it possible, to be able to retrieve lost data... otherwise my trust were in vain, as I loss so much data in here.

BTW, I'm waiting for your final answer, before this moving decision get forced upon me. because if my data really is wiped out, and by really, I mean there is no backup and no way to retrieve it, I'll be a fool trying to experience the same situation twice.

Thank you for your understanding, and time.

Thank you,
Hassan F.

[John Funk]

Hi Hassan,

I am going to flag this to see if someone from Atlassian can come help. It might take a couple of days. 

[Hassan Faghihi]

Thanks John, I really appreciate your support

[a_lisiecka]

Hi  @Hassan Faghihi,

I am really sorry to hear your story. Global conflict of this scale is not something a person can predict. 
Before you switch to paper,  you can make it work if you plan ahead.

Have you heard of the 3-2-1 backup rule? It is a data protection strategy requiring at least 3 total copies of data, stored on 2 different media types, with 1 copy located off-site. This approach ensures redundancy, protects against local hardware failure, and safeguards against site-wide disasters (fire, theft) or ransomware.

• 3 Copies of Data: The original data (production) plus at least two backup copies. This reduces the risk of all copies being corrupted at once.
• 2 Different Media Types: Store backups on different storage technologies to avoid simultaneous failure (e.g., local hard drive + network-attached storage (NAS), or external SSD + cloud storage).
• 1 Off-site Copy: Keep one backup copy in a physically different, secure location. This is crucial for disaster recovery (e.g., cloud storage or a NAS at a different site)

At the moment Atlassian offers a time limited backup storage under the enterprise plan. Alternative could be using third party apps from Atlassian marketplace like GitProtect (unlimited storage and retention, supports 3-2-1 rule with multiple backup schedules per resource) or Rewind (without multiple backup schedules per resource or custom schedule for automated backups but also suitable for some users). 

[Hassan Faghihi]

to be honest the previous response... were the only place i learned that I could have backup of data

Unless you have a local backup (CSV or JSON), we are unfortunately unable to recover the previous configurations or issues.

And i never got such alert that hey your data is at risk... or a big button that guide you there... even if it were there I never see it to be honest.

[a_lisiecka]

I believe Atlassian, without a bad intention did not plan for your specific scenario.

The logic that was followed:
When you are on a free plan, you use your Jira- you stop when you do not need it anymore. Most people do not delete data as it is free and cleaning up stuff that are not in use is a common practice. Nevertheless. The current period is a little short for situations like yours.

Atlassian follows a shared data protection responsibility model. So Atlassian never promised to take the full responsibility. It is not that your data was at risk. Technically all procedures were met on Atlassian side. So there was no way for anyone to detect problem, or reach you. At the same time, protection of Jira data on the free plan is not there. You can consider an upgrade and purchase of an add on - or a specialized solution from the marketplace. 

[Hassan Faghihi]

i can't say otherwise... but still I can have hope for data backup... even if they are stored on old tape machine and are hard to restore so hardly anyone attempt to...

[Trudy Claspill]

Hello @Hassan Faghihi 

Just as an FYI - I had a Free Confluence subscription deactivated due to inactivity on 11 Apr. Through a support ticket with Atlassian I was told that when a Free subscription is automatically deactivated due to inactivity the data is permanently deleted 14 days later and can no longer be restored after that.

That was a Confluence subscription, not Jira. The policy may be different for Jira. But if you were able to click the Reactivate button through the Billing/Subscriptions page and it started you through the wizard to set up a new subscription, I would guess that your data has been permanently deleted already.

[Hassan Faghihi]

That cant be... specially when the inactivity is forced upon you, not by choice. If that goes as you said... I rather switch to paper than do the same mistake again... i can't trust my situation and the service to meet again at a same time.