Unable to Access Existing Atlassian Account or Recreate Site

[Raj]

Hi Atlassian Community,

I previously had an Atlassian account/site associated with neetirajsinh.atlassian.net, but I am no longer able to access the existing account.

I have also tried to create a new account/site using the same details, but that is not working either. It appears that the previous account/site may still exist, but I cannot access it.

I would like to recover my original account and existing Atlassian site, rather than create a completely new one.

Could someone please advise me on the account recovery process? I am happy to complete any verification required to prove ownership of the account/site and provide whatever information is needed.

Site: neetirajsinh.atlassian.net

Issue:

• I previously had access to this Atlassian account/site.
• I can no longer access the existing account.
• Creating a new account/site with the same details is also not working.
• I would like to regain access to the original account/site through the appropriate verification process.

Any guidance on how I can verify ownership and recover the account would be greatly appreciated.

Thank you!

[Samuil Enchev]

Hi @Raj

I am so sorry to hear you’re having trouble accessing your data. I know how important this information is to your team, and I want to help you get some clarity on what’s happening.

Because this involves your specific account, site history, and communications involving private data, we need to move this to a secure environment where our Customer Advocate team can investigate.

Please take these steps now:

• Open Atlassian Support Portal in incognito mode on your browser
• Select Continue without logging in

• Select Your account -> Reactivate subscription 

• Enter your Site URL

• Describe your request and add a link to this Forum post

A note on our Free plan policy:
To ensure we’re providing the best experience for active teams, Atlassian has a policy for deactivated sites, see more details here.

• We typically send several email warnings to the site administrators before this happens.

• Once a site is deleted due to inactivity, the data is generally not recoverable.

• If there's still a chance for your site to be reactivated, we will help you.

However, our Customer Advocates can look into your specific account to see if the site was deactivated for a different reason or if there is any path forward for recovery. Please reach out to them via the link above so they can give you a definitive answer based on your site’s history.

Best,
Samuil

[Marc -Devoteam-]

Hi @Raj 

Welcome to the community.

Because this involves specific billing adjustments or manual site restoration, The Atlassian Billing and Licensing team will need to handle this.

 - To get this resolved, please follow these steps to create a support ticket:

- Open a browser in Incognito/Private mode (this is important to ensure you aren't automatically logged into the suspended account).

- Go to the Atlassian Support: Pricing, Billing, & Licensing | Atlassian.

- Under How can we help you?, select Quotes and Plan Changes.

- Under Choose a topic, select Change cloud plan.

- Fill in the details.

- If the message box isn't visible, click on “Need more help?” to make the description field and submit button appear.

In your description, please explain the situation and include a link to this forum post so the agent has all the context.

[Jean Horn]

Hi there! 👋

Welcome to the Atlassian Community! I completely understand how stressful and frustrating it can be to get locked out of your site and account, especially when you need to recover existing work and setting up a new account with the same details isn't working.

Since the Atlassian Community is a public forum made up of fellow users and experts, we do not have access to backend system data, account details, or site ownership records. However, you can recover your access by contacting Atlassian’s dedicated support team directly!

🛠️ Step-by-Step Guide to Contact Atlassian Support

Since account recovery involves private data, you will need to open a direct ticket with Atlassian:

1. Go to the Atlassian Contact Support page: https://support.atlassian.com/contact
2. Select the option: Account login and email issues
3. Provide your site details (neetirajsinh.atlassian.net) and describe what happened.
4. Submit the form so the team can guide you through the official ownership verification process.

📌 Important Notes

• Permissions & Security: Community members and admins do not have permissions to grant access or modify accounts for security and privacy reasons.
• Verification: The Atlassian Support team will guide you through a secure process (such as verifying domain ownership or email access) to prove you are the legitimate owner before restoring access.

I hope this helps you get back into your site as quickly as possible! If you have any other general questions, feel free to reply below. If this information points you in the right direction, please consider marking this as "Accept Answer" so it can help other community members facing similar issues.

Wishing you the best of luck! 🤞

[Rilwan Ahmed]

Hi @Raj ,

Welcome to the community !!

Atlassian Community members cannot check this issue. I have requested Atlassian Support team to assist in this. An Atlassian Support Engineer will review the post and respond on this thread within 2 business days.