Confluence - Can't reactivate a Confluence site subscription (URL/EN not valid)

Question

Hi,

I'm trying to access an old Confluence subscription that's marked as inactive. I can't raise a support ticket at all because the site URL is invalid, and I also can't reactivate the subscription because the entitlement number isn't being recognized, either. Is there another way I can get in touch with support without going through the support ticket system since I'm effectively locked out of it, or is there an alternative way to reactivate my old subscription since my URL and EN aren't working or valid?

Sneha Srivastava · Answer

Hi @German Moreno

As mentioned above, if there has been no activity on your cloud site within the past 120 days, the site will get deactivated, and you'll see the same message. However, in your case, if the cloud site hasn't been deleted yet, there's a chance the site can be reactivated.

Regards, 
Sneha

German Moreno · Answer

Hello i did not login on december and now have same issue can do we recover our site? i get this message: Your Confluence Cloud subscription has been deactivated due to inactivity, and the data will be permanently deleted soon.

Vishalakshi Narayana Swamy · Answer

Hi @Aqua

Welcome to Atlassian community!

Upon checking the sites linked to your accounts, I see that there was a free confluence site named aquamanng.atlassian.net  and cloud id:e8b86905-ec9b-4833-b544-7e151ec571bc.

which was deleted on 14 Jan 2025 as per our data retention policy we retain the site's data for 15 days for free sites and since it is past the due date the instance is now permanently deleted and cannot be recovered unfortunately.

Post the deleteion of the old site, you have now created a new instance with the same name

aquamanng.atlassian.net  and the cloud id= b6c6c587-9876-4068-891e-4fbafbbe89c1.
This site is active with premium plan and next bill in June 30th 2025.
Hope this clarifies the issue.
Best Regards,
Vishalakshi Narayanaswamy