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retreiving access to a tenancy in Jira

Candice.Rabusa

Hi,

I created a project in Jira last month and today I could not access it anymore.

It keeps telling me that an email has been sent to the admin. I do not know who the admin is and I cannot find out because I cannot log in.

Are you able to advice how I can retrieve my project? Is there an Atlassian Helpdesk Service (paid or not) that I could tap into?

Regards,
Candice

Accepted answers

All comments

John Funk

Hi Candice - Welcome to the Atlassian Community!

You can open a support ticket at https://support.atlassian.com/contact#

Trudy P Claspill

Hello @Candice.Rabusa

Welcome to the Atlassian community.

Did you set up that Jira site (xxx.atlassian.net) yourself by subscribing to Jira, or did somebody else tell you to start accessing that site?

If you set it up yourself then did you specify other people to be Organization Admins for the site?

An Organization Admin is a person who has access to manage which users have access to the Jira product for a site. The person who created the site is the original Organization Admin. They can designate other people as Organization Admins or as Jira Product Admins or Jira Users.

If you did not set up the site you may have only been given access to it by an Organization Admin, and they may have revoked your access. Whomever told you that you could and should access the site should be able to help you find the Organization Admins who can help you.

If you did set up the site, and designated other people as additional Organization Admins then they may have revoked your access and you should talk to those people.

Your tags indicate that you are using the Free subscription. As such you do not have access to contact Atlassian support directly for technical problems like this. Try to find any of the above people to help you.

If you are completely at a loss as to who those people are, then we may be able to escalate your post to the attention of Atlassian Team Members who can assist you.

Candice.Rabusa

Hi @Trudy P Claspill

Thank you so much for your response. I did not set up the site but I am very much at a loss, especially why my I am potentially using the Free Subscription, since I believe my account was set up by my work.

I would be happy for my issue to be escalated, with information re costing etc.

Many thanks,
Candice

Trudy P Claspill

Please try first contacting the people who told you to access the site. If the site is for your company's use, try contacting your company's technical support team.

Atlassian is very guarded about giving out contact information for products, so you need to try alternate methods for finding the right contacts first.

Candice.Rabusa

Thank you @Trudy P Claspill ,

I contacted everyone in my department but to no avail. When I set up my account, this happened to be available to me. On my part I should have made sure that I knew who the admin was (bad practice). I am more than happy to sign a confidentiality undertaking if that would help.

Is it possible to message you directly so I can provide a bit more context to my work?

Regards,
Candice

Andy Heinzer

Hi @Candice.Rabusa

It looks like this site was deactivated recently. I can see this appears to have been temporarily reactivated via https://getsupport.atlassian.com/servicedesk/customer/portal/35/CA-3116258

I'd still recommend that you reach out to your site-admin or billing admin as there appears to be a billing issue with the site. If that goes unresolved, the site will deactivate again.

Regards,

Andy

Trudy P Claspill

@Andy Heinzer

In Candice's responses to my questions she indicated that she is unable to find any information on her own or through her contacts about who administers the site.

I know there are confidentiality policies that Atlassian follows. Is there any way Atlassian can provide her with contact information, or reach out to the site owners to provide them with Candice's contact information so that a connection with them can be fostered?

Andy Heinzer

In the CA ticket, it can possibly be disclosed there. But they have to request it there, and then there can sometimes be restrictions in regards to what level of info can be disclosed. But typically a name can be provided there if requested.

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