Unable to copy prod data into sandbox environment

[Kenura Ransidu]

Hello Team,

I am an organization admin  and I’m reaching out because I am unable to copy production data from https://ifsdev.atlassian.net/ into our Jira sandbox https://ifsdev-sandbox-176.atlassian.net/. I initiated the sandbox refresh last Thursday (January 15, 2026 IST) via admin.atlassian.com → Products → Sandboxes → Copy production data using the “All projects with attachments” option. The process begins and shows “Copying data,” but eventually fails with the email notification titled “Unable to copy data into your sandbox.” No specific error or actionable detail appears in the UI.   Could you please check backend logs for our organization and confirm the cause of the failed copy, advise if any known issues or limitations apply to this sandbox, and guide us on remediation steps or trigger a backend retry if possible? I can also provide timestamps, screenshots, and the raw failure email if needed. Thank you.

[Walter Buggenhout]

Hi @Kenura Ransidu,

As the message in your screenshot suggests: do raise a support ticket for this with Atlassian Support directly. 

Here on the Community Forum, most of us here are users like yourself trying to help each other out with how-to best practices and advice, but we cannot access your site. Hence, raising a support ticket would be the way to go!

Hope this helps!