Request for Assistance with Deactivated Jira Account

[Nicolas David Lazarte Vela]

Dear Atlassian/Jira Support Team,

I hope this message finds you well.

I am reaching out because my Jira account was recently deactivated without any prior notice or explanation. My account had been working perfectly up until this issue occurred, and I’m currently unable to access the project I manage, for which I am the admin.

To provide some context:

• I am using the free version of Jira, and I’ve ensured that the number of users in our project has always remained under the 10-user limit.

• I have not received any notifications or warnings about any issues with my account or any violations of the terms of service.

• As the admin, this deactivation is significantly impacting my ability to manage the project and its ongoing tasks.

Could you please assist me into understanding why my account was deactivated? Additionally, I would greatly appreciate it if you could guide me through the process of recovering access to my account. If possible, I would also like to speak with an agent to address this issue as soon as possible, as it is critical for my team's workflow.

Thank you in advance for your assistance. I look forward to your prompt response and resolution of this issue.

Best regards,

Nicolas Lazarte (ee990822@ens.uqam.ca)

https://inf2050-a2025.atlassian.net/

[Trudy Claspill]

Hello @Nicolas David Lazarte Vela 

First, be advised that we are a user community, so we have no access to your site or user account information.

Also, be advised that Atlassian does not provide support by phone for customers that are using only Free versions of products.

Can you confirm whether or not any other users of your instance can still access the site?

I ask because it appears to me based on the image that perhaps your user account has been deactivated versus deactivation of the product.

Are you using an email address that you control versus being provided to you by your employer? Are you still able to log in to the email account itself and access your email?

Are there any other individuals who have Organization Administrator, Product Administrator, Site Administrator, User Administrator, or Billing Administrator access to your subscription/product?

[Nicolas David Lazarte Vela]

Hello Trudy,

I forgot to mention in my previous email that I'm currently using another account that doesn't have access to my site. The other users can access it with no problem, I'm almost certain that the problem is with the deactivation of my account and not the site itself, the thing is since I'm the only administrator on the website, no one else has access to invite other members. What I do find really odd is the fact that my account got deactivated without any warning. Last time I've log on my account was last Sunday and I didn't had any issues. The email address that I used first for my site which was ee990822@ens.uqam.ca was from the university organization so it's not my personal email address. I'll try to see with my instructor but I'm not sure he can't do much about it. I can probably talk to the IT department of the university but I do need to get my account activated ASAP because it's for a group project in one of my software development class. The account I'm also using which is my secondary email address is also part of my university organization.

Thank you for your understanding.

[Trudy Claspill]

If you don't manage the email address that you used when creating the site, and the managers of that email account deactivated your account, Atlassian can't do anything to reactivate your account.

You can reach out to the Licensing, Billing, Pricing support team for help with regaining administrative access to the site. They will require you to provide some information to verify that you are the "owner" of the site. Complete the form on this page:

https://www.atlassian.com/company/contact/purchasing-licensing#/

If they are satisfied with your responses they can help you get another valid and accessible email account designated as an Administrator.

When you regain access I advise you to make sure that there is more than one user that has Organization/Site/User Admin access to avoid this same problem in the future.