Hi Phil,
You need to talk to the Atlassian support about this, we are the Atlassian User Group. Log a ticket at support.atlassian.com and they might be able to help you better.
Kind regards
Jonas
Fwiw, I don't think the free account policy has changed. https://bitbucket.org/product/pricing?tab=host-in-the-cloud Atm it's still 5 users free.
Definitely following up with support about the missing project is a great idea.
You are right - I immediately assumed this must be the case, but it is not. It took a while negotiating messages about payment, but I eventually found it hiding at the back
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