Unable to reclaim domain after account deletion due to inactivity

[Patrick Sumariva]

Hello,

I’m experiencing an issue related to a previously inactive Jira account.

I had a free Jira account that was deleted due to inactivity. Unfortunately, I missed the notification emails and the recovery period has already passed.

Now, when I try to create a new account and register the same domain, I receive a message saying that the domain is already in use.

Additionally, when I try to access the previous domain directly (toge.atlassian.net), I get an error indicating that the page does not exist.

This leaves me in a situation where:

• I cannot recover the old account (since the recovery window has expired)
• The domain appears to still be reserved
• I cannot reuse the same domain to create a new instance

Could you please assist me with one of the following options:

• Releasing the domain so I can register it again, or
• Restoring access to the previous account (if still possible)

Here are the details:

• Previous domain: toge.atlassian.net

Thank you in advance for your help.

Best regards,
Patrick

[Samuil Enchev · Accepted solution]

Hi @Patrick Sumariva

Thank you for reaching out. I’ve looked into your case with our Billing and Licensing team to get more clarity on what happened.

Because your site was on a Free plan, it was subject to our standard inactivity policy. Based on our records, several notifications were sent to the site administrator regarding the risk of deletion:

• March 9th: Initial notification that the Jira instance was at risk due to inactivity.

• March 17th: A reminder email was sent.

• March 24th: Final warning stating that without activity, access would be lost and data permanently deleted.

As outlined in our Track storage and move data across apps | Atlassian Support, once a Free instance is deactivated due to inactivity, the data is permanently deleted and cannot be recovered. I know this isn't the news you were hoping for, and I'm sorry for the frustration this causes.

Regarding your URL:
You can certainly use the same URL again! There is a 45-day cooling-off period after deletion before a URL becomes available for re-use. You should be able to claim that same URL starting May 8th, 2026.

I hope this helps clarify the timeline. Please let me know if you have any other questions!

Best regards,

Regards,
Samuil

[Marc -Devoteam-]

Hi @Patrick Sumariva 

Welcome to the community.

You could have your org admin of the site to make a request on the instance via Atlassian Support

But based on your post, it seems that this person might have left the company.

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

Keep an eye on this post you made for Atlassian to reach out to you.

[Trudy Claspill]

Hello @Patrick Sumariva 

Welcome to the Atlassian community.

How long ago did you receive the email about your subscription being deactivated?

Your previous site may still be in the process of being deleted, which must complete before the URL will again be available. 

Is there a reason you must have that exact URL? You could create a new subscription with a different URL. 

[Pallavi Shirodkar]

Hi @Patrick Sumariva 

Can you please try and raise a ticket with Jira stating your issue to them.

[Patrick Sumariva]

Hi @Pallavi Shirodkar ,

Thank you for your response.

I have already tried to raise a support ticket through Jira, but I’m facing an issue during the process. When filling out the support form, it requires a Cloud URL. However:

• When I enter my previous domain (toge.atlassian.net), it says the URL cannot be found
• I also tried creating a new test instance and using its URL, but I get the same error

Because of this, I’m unable to proceed with opening the support request.

Could you please advise on how I can contact support in this situation, given that the domain seems to be reserved but not accessible?

Thank you in advance for your help.

Best regards,
Patrick

[Pallavi Shirodkar]

@Patrick Sumariva 

You can try using the Atlassian general contact form, where No URL is required. 

Link for the same - https://support.atlassian.com/contact/?postauth=true#/

Here are the steps.

• Account help
• I can't access my Atlassian account or site
• Contact support

[Bill Sheboy]

Hi @Pallavi Shirodkar 

Only customers on a paid license level can submit a ticket to Atlassian Support, and @Patrick Sumariva is asking about a Free license level.  Additionally, even for a paid license level, only a Org or Product Admin user can submit tickets for paid license accounts.

Kind regards,
Bill