Customer Support

[Michael Nightingale]

Can any one help me with getting ahold of customer support, my Trello is missing a lot of information we been trying to developed for a while now, 

[Sunny Ape]

Hello @Michael Nightingale 

Access to Atlassian's customer support will only available to you if you have a Trello paid plan.

[Michael Nightingale]

I sure hope not, this happen along time ago and I think they were able to fix it, cuz the deletion happened on their end of their software, 

How can I say it on my board where you have tabs in the description part it's all deleted, so months worth of research gone due to a error on their end,

[Sunny Ape]

"this happened along time ago"

Are you saying this same issue has happened before, a long time ago, or the current issue happened a long time ago? How long is a long time? 1 day. 1 week. 1 year?

"I think they were able to fix it"

Well, that's very ambiguous. Did 'they' fix it or not? Do you have copies of the email interactions you had with 'them' that describe who they are and what, exactly, they fixed?

Are you sure you're not confusing Atlassian's customer support with your company's IT Service Desk who may have helped you 'a long time ago'?

"on my board where you have tabs in the description part"

You'll need to provide screen grabs to explain what you're referring to, as Boards don't have any 'tabs' and there is no 'description part' . You might be talking about Lists, or Cards, or something else.

"gone due to a error on their end"

How do you know that? What steps did you take to check this issue wasn't caused by one of the people in the "we have been trying" group who deleted it, or changed it, or archived it?

[Michael Nightingale]

This happen about 4 years ago give or take. I believe Trello customer support help fix the issue.

And no the issue is on Trello end the only person on the board was me, went to bed that night and woke up to the description taps have been delete on all the 20 tabs I have, 

[Michael Nightingale]

3 months worth of research and development was gone, it's very sad. But I have faith in Trello. That's why we use it.

[Sunny Ape]

Well, I can only guess what you're talking about, since you didn't provide the screen grabs I suggested you provide

1. When you say 'tabs' are you talking about Lists? Read this What Is a List article, look at the picture, and confirm if so.
2. When you say 'description' are you talking about the List's name? That's the text at the top of the List.

Do the other people (the 'we' you keep referring to) also see Lists with no names? Does the problem happen when you or they tried other web browsers on other computers?

"I believe Trello customer support help fix the issue"

Do you have copies of the emails / correspondence you had with whoever fixed the issue last time?

"3 months worth of research and development was gone, it's very sad"

You used the past tense 'was'. Is this a reference to the incident 4 years ago? Was that lost data restored by 'them' or not? You said 'they' fixed it.

[Michael Nightingale]

Yes when you go to the list and click it to add information to the list, all the information was deleted, but the list is still there, with no information inside them, 

[Sunny Ape]

Ok, for third time.... CAN YOU PLEASE PROVIDE SCREEN GRABS.

Lists do not contain 'information', they contain Cards. Lists have names, which can be considered 'information', but the name is not 'inside' the List, it is just at the top, as I said.

Where EXACTLY on the List are you clicking to add this 'information'. Circle that thing / place in your screen grab.

Also, you keep using the word 'was' (past tense). Are you talking about what happened 4 years ago (the past) or what is happening now (the present)?

[Michael Nightingale]

sorry i was on my phone, now on lab top, on the cards when you open it , all the information that should be there is no longer there, but the card is still there. every single card is there but has no information in the discretion section,

no one is on this board but me, 

[Sunny Ape]

OK, the thing you have been calling a 'tab' or 'information' is called a CARD. The thing in the Card that is missing is the text in the DESCRIPTION field.

So, you are saying that the text in the description field of every Card in every List on your Board has suddenly gone missing. This a big problem, because when the description field is changed / deleted, this is NOT recorded as a Card activity that you can review via the web GUI, so there's no way now to know when it happened or who did it by reviewing the Card's activity history.

Sorry to give you the bad news, but this is nothing that Atlassian caused by any "error on their end" or anything that their customer support can do to get all the Card descriptions back for you.

Given that you are the only person who has access to this Board, it's most likely that you did it, by accident somehow. Have you recently been running / testing any automations that alter the description fields of Cards? If so, you may have accidentally created an automation that did the damage. The only way to know would be to review all the recent automation runs that happened and examine what they did.

HOWEVER there is a really cool PowerUp called Card Description History that can rescue you. Once installed it will show you the change history of the description field since the Card was created and will allow you to 'undo' changes and recover the description to any prior point:

I suggest you install that PowerUp and get to work restoring all your Card descriptions.

Have fun! Bye.

PS. Avoid using the word 'we' in your sentences, as it makes it seem like you're one of a group of people who is accessing the Trello Board. If it's just you, just say 'me' or 'I'.

[Michael Nightingale]

Hey David Went in on my card and in the list, writing on description i notice this is above on each list, do you know why, and maybe this is the problem im having>>? 

[Michael Nightingale]

The list had a ton of information in it, months' worth of information, never changed anything everything upand  running good, then boom everything gone in all card listing description section, over night. 

, like i got hacked<< its freckling me out man, 

[Michael Nightingale]

Dang it man, got even more bad new for me,

i check a few other boards that i have not messed with in years and all the information is gone, jut the cards and the lists are there but left empty,

If that's my fault please let me know, Your talking now 5 years gone, this is not rite, There's some technicality issues happening here. Really need an expert, 

Cuz if this happen to me, is it happening to anyone eles??