Site Unavailable Error for Days & Ticket System Cannot Find Our URL

[sales]

Hi everyone,

I need some help because our team is completely blocked. For days now, whenever we try to access our Atlassian Cloud site, we get this exact message:

"Your Atlassian Cloud site is currently unavailable. Please check Atlassian Status for known problems. If there are no known problems and your page hasn't appeared again in 5-10 minutes then please contact our support team."

I tried to contact the support team as suggested, but when I fill out the form, the system says it cannot find our URL. Because of this, I am unable to submit the ticket to customer service.

Has anyone experienced this before? Is there any other way to contact support when the system doesn't recognize the URL?

Thanks in advance for your help!

[Anastasiia Dimnych]

Hi @sales,

I am sorry to hear you've been having such a poor experience lately!
I created a ticket with support on your behalf, look for the communications in your email inbox. Ticket key is JST-1312938.

Best,

Anastasiia

[sales]

Hi Anastasiia,
Thanks for the help! Quick question: can we keep this conversation inside the app or support chat? I don't have access to the email account linked here anymore.
It's connected to an old Gmail account that we stopped using, and I've always used the Google fast login shortcut. Because of that, I don't know my password.
I'm trying to update my profile to my new organization email. It adds successfully, but after verification, it asks for my old password to save the change, which I don't have.
I'm on the Sales team and really need to get back into my Atlassian account. Any ideas on how we can solve this riddle?

[Anastasiia Dimnych]

@sales  - I am afraid this is not possible, you will need to create a new ticket with the support team and refer to JST-1312938 and this Forum post. They will work with you on verifying ID ownership and proceed with the rest only after that.

Because account access involves verifying your identity and handling sensitive information (like your email or security settings), we cannot troubleshoot this in a public forum. Please take these steps to get help:

• Visit our Support portal.

• If you can't log in to the portal, select "Unable to log in" from the options provided.

• Select Other.

• Provide the email address associated with the account you're trying to access and describe your issue.

Our support teams will work with you 1:1 to verify your ownership of the account and restore your access.

[sales]

Hi Anastasiia,
Thanks for your help. I did exactly what you suggested, but it has been a week and I haven't received any updates.
Right now, I am actually still logged into my Atlassian account because of the Google fast login shortcut, but I don't have access to the actual email inbox folder of that old account anymore. I tried to update my profile to my new email address inside the app; it adds successfully, but then it asks for my old password to save the changes, which I don't have.
I have already submitted a new ticket through the "Unable to log in" form explaining this. In both tickets (the one you opened, JST-1312938, and the second one I submitted), I explicitly asked customer service to contact me at my new email address. However, it seems they are still replying to the old email that I cannot access.
Since I am completely blocked from managing my projects and updating my account, could you please ping the internal team so they can review my case and reach out to my new email directly? I can easily provide my personal identification and my organization details to verify that I am the rightful owner of the account.
Thank you so much!

[marc -Collabello--Phase Locked-]

Wow, this can be a frustrating experience.  I have requested that somebody from Atlassian support looks at this.

[sales]

Thank you Marc.