Request to restore JIRA workspace (Free Plan)

[caroparo]

Hi,

I unfortunately had left my workspace inactive for more than 40 days and received a notice of deactivation on May 24.

The url is `noice2d.atlassian.net`. Could you please help me verify whether its data had been deleted, or could it be restored?

I tried following the `Contact Us` link to submit a restore request, and yet it only brought me here.

[Trudy Claspill]

Hello @caroparo 

Welcome to the Atlassian community.

I have recently tested the timeline for deactivation of a free Confluence subscription due to inactivity.

1. The inactivity time period is 40 days.
2. Atlassian sends two warning messages before deactivation. Each includes the date they will actually deactivate the subscription. Those are sent 24 14 and 7 days before that date.
3. On the day of deactivation they send a message that the subscription is being deactivated and the data will be deleted soon.
4. The data is retained for only 14 days from that date and then it is permanently deleted 
5. Using the Reactivate button in the Billing Account hub (https://admin.atlassian.com/billing) after that will direct you to fill out a contact form for the Billing support team.
6. They will inform you then that the data cannot be restored.

You can recover the data if it has been 24 14 days or less since the subscription was actually deactivated due to inactivity.

[caroparo]

Thanks for the information. I was indeed not able to find the site on the admin console anymore, so it's likely deleted already and hence the support page and bot weirdness.

The chat bot however said it's likely retained for 30 days, but I'm not sure it's not hallucinating or confused about data backups and deactivated site restoration.

I'll accept this as the answer if it's indeed not recoverable.

[Trudy Claspill]

There were a couple of typos in my message that I have corrected. Where it said "24" it should've said "14".

[Tomislav Tobijas]

Hi @caroparo ,

On top of what Evgenii said, you could try the following channel just to confirm if site was permanently deleted or if it can, potentially, be restored: Atlassian Support: Pricing, Billing & Licensing

In addition to that, here's an official article about data retention policies for free sites Track storage and move data across apps / What happens to Free plan apps if they're inactive for too long?

Cheers,
Tobi

[Evgenii]

Hi, @caroparo 

This is the community forum - Atlassian employees do occasionally respond here, but it's not a support channel and can't action account requests.

As stated in Atlassian policy, free sites are deleted, and can't be restored, there is no retention policy, only 60 days after deactivation. And if you don't restore accouny - your data is lost.

And as mentioned @Tomislav Tobijas , you can make ticket to Atlassian Support, and they can help with deactivation, when it's not too late.

Best regards

[Evgenii]

@caroparo I called support to ticket, but it's not emmediate response. Usually they answer in 2 business days.

[caroparo]

Thanks for your help.

I tried again with the licensing page that @Tomislav Tobijas provided.

After filling in

1. `Your Account`

2. `Reactivate subscription`

3. The URL and EN number

I was finally able to see a send button -- to chat with a bot. 

And underneath the chat area, there is the real `Submit a support request` button where I can input my question.

-----

The bot didn't help me restore my page, but in the end it pointed me to the `Submit a support request` underneath the chat area. Upon clicking, the chat bot area turned into this:

After submitting the request, a bot replied and requested my URL's `Entitlement Number` which I assumed to be the string I redacted from the screenshot.

I'll let you guys know whether I finally restored my page.

[caroparo]

Hi @Tomislav Tobijas and @Evgenii , thanks for your answers and helpful links.

As I described in my question, I only received the deactivation notice on May 24, which seems to be within the restoration range.

However, the weird thing is that I cannot see any submit button on the purchase license page (https://www.atlassian.com/company/contact/purchasing-licensing) with the URL selected, nor can I see the input field when the url is selected on the support contact page (https://support.atlassian.com/contact/#/). 

I'm wondering whether it means that I have to upgrade to a paid plan to get support, but then I cannot find the site in my admin console, nor the Jira app. Only the organization name is there for selection. The URL itself said `Page unavailable`. 

I'm wondering whether it has something to do with the Jira premium campaign that is currently running...? Any other way I can contact atlassian support?