Entire account seems to have been reset, Confluence spaces lost

Question

Hi, in early June I had stopped my subscription for Confluence Cloud Standard and was previously on the free tier. When I recently logged into my account again, I realised all my workspaces were gone and the Confluence product (and all other products) are not even added.

How can I recover the spaces that I have built? Is this expected behaviour of the product and that I missed something?

Appreciate the help.

Trudy P Claspill · Answer

That likely indicates that you cancelled your subscription entirely. If you went through a process where you had to type in the word CANCEL or DELETE, then you cancelled your subscription.

If you wanted to change the subscription plan, you needed to instead click the Change Plan option.

unknown · Answer

Hi Trudy, thanks for taking the time to answer.

Do you mean you reverted from the paid Standard subscription to the Free subscription? Or did you cancel your subscription entirely?

The email which I got says:

Your Confluence (Cloud) subscription has been canceled

I intended to simply revert to the free tier so I am not sure if this means I completely cancelled even the free tier.

Trudy P Claspill · Answer

Hello @[deleted]

Welcome to the Atlassian community.

When you say

stopped my subscription for Confluence Cloud Standard and was previously on the free tier

Do you mean you reverted from the paid Standard subscription to the Free subscription? Or did you cancel your subscription entirely?

If you cancelled your subscription entirely, and did NOT revert to a Free subscription, then 15 days after the next scheduled billing date your product would've been deactivated. 60 days after that your data would have been permanently deleted by Atlassian. There is no way to recover the data after that. That is explained here:

https://support.atlassian.com/subscriptions-and-billing/docs/cancel-a-subscription/

https://support.atlassian.com/security-and-access-policies/docs/track-storage-and-move-data-across-products/

If you reverted to a Free subscription then the next important piece of information is when was the last time you successfully accessed the Confluence product?

Free subscriptions that have an extended period of inactivity will be automatically cancelled and the data removed. Free subscriptions are deactivated after 120 days of inactivity, and then the data permanently deleted after a retention period. That is explained here.

https://support.atlassian.com/security-and-access-policies/docs/track-storage-and-move-data-across-products/

The Billing contacts for the products would've been contacted via email about the deactivation of the product and the deletion of the data.