[URGENT] CRITICAL DATA LOSS - All projects, users, and configurations missing in instance [smaunam.a

[Sergio Daniel Caballero]

Dear Atlassian Support Team,

I am reporting a critical incident regarding our Jira Cloud instance (Free Plan). We are experiencing a complete loss of data across our entire organization.

This is not a permission issue or an accidental deletion by a user. The entire instance appears to have been reset to a "clean" state, as if it were a brand-new installation.

Incident Details:

• Site URL: https://smaunam.atlassian.net

• Status: All projects (including our main project "SMA"), boards, and issues have vanished.

• User Management: The user list in "User Management" is empty. Both the original creator/admin and myself (current admin) are seeing a blank instance.

• Trash/Recycle Bin: Empty. There is no record of project deletion.

• Recent Activity: We have been using the instance daily during February and March 2026. This is not a case of deactivation due to inactivity.

Request: We suspect a database indexing failure or a workspace synchronization error on Atlassian’s backend. We kindly request a technical review of our site storage and a restoration of our data as soon as possible.

Key Project to Restore: SMA (/projects/SMA/boards/1)

I look forward to your urgent response.

Sincerely,

Mgter. Sergio Daniel Caballero Licenciado en Sistemas de Información

IT Consultant | University Professor (UNaM)

[Marc -Devoteam-]

HI @Sergio Daniel Caballero 

As you are on a free instance you don't have access to Atlassian Support.

Here on the community we are users like you and can't help out in this as we can't access your instance or Atlasians SaaS backend.

I have requested assistance for you, this can take up to 2 business days.

When was the last time the instance was used?

[Trudy Claspill]

Hello @Sergio Daniel Caballero 

We previously had a discussion about this same site in your post from March 17.

https://community.atlassian.com/forums/Jira-questions/Desapareci%C3%B3-todos-los-proyectos-de-Jira/qaq-p/3206373

Since that time have you been successful in accessing the data again? You never stated the outcome in that earlier Question.

If you have not been successful in accessing the data since then, please answer this question - 

• When was the last time you successfully accessed the data?

As I mentioned in my replies on that previous post, if you have been using the Free plan and left the site inactive for an extended period of time, Atlassian may have deactivated it and deleted the data. They have a policy concerning deactivating and deleting inactive Free plans.

If that is your situation, then the data may not be able to be recovered.

I will flag your post here to raise it to the attention of Atlassian team members, who will be able to answer authoritatively about the current state of your site and data. They should respond within 2 business days.

[Sergio Daniel Caballero]

The last time I logged in was in January 2026

[Trudy Claspill]

I see in your original post that you said the site has been getting accessed daily in February and March.

When was the last time any user of the instance logged in through the UI and accessed the Jira data? API activity does not count as "activity" when Atlassian evaluates if a Free subscription has been inactive.

[Sergio Daniel Caballero]

We entered in the first days of March and the projects were there.