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Unable to contact support using (deleted?) site URL

Kevin Smith_y6g70f

My "organisation has been deleted due to inactivity". The advisory email advised me to contact support if I want it back. It also advised me to include my organisation ID.

After selecting 'Account Login and Email Issues' as the category, the online form at support requires me to provide the site URL. On entering the URL, I'm advised that "Sorry, we can't find this Cloud URL".

Any advice on how to contact support and give them the organisation ID when I don't know how to get past the (deleted?) site URL?

Accepted answers

Karan Sachdev

Hey @Kevin Smith

Welcome to Atlassian Community!

On the contact support page, you should select "Billing, payments and pricing" option from the drop-down to be directed to the billing support portal. From there you can raise a ticket with the billing team to assist you with this.

Here's a direct link: https://www.atlassian.com/company/contact/purchasing-licensing?redirectSource=sac-wac-redirect#/

Thanks!

All comments

Vronik

The same thing happened to me, and honestly, thank goodness I only had a few things backed up, so I gave up on it.
If you manage to recover it, please tell us how you did it. Thanks.

Regards

Karan Sachdev

Hey @Kevin Smith

Welcome to Atlassian Community!

Here's a direct link: https://www.atlassian.com/company/contact/purchasing-licensing?redirectSource=sac-wac-redirect#/

Thanks!

Kevin Smith_y6g70f

Karan, Many thanks for your advice. I've now successfully submitted the request.

Kevin Smith_y6g70f

Vronik, I'll accept Karan's answer as this query is about contacting support successfully (and not about any response to my request).

To successfully submit the request (and receive a ticket number), I went to the billing support portal per Karan's advice, then:

selected 'Continue without logging in';

selected 'Your Account' (re the access issue); and

selected 'Reactivate Subscription'.

I didn’t know the ‘related URL’ for the ‘Provide the …’ field, however I was able to submit the form after outlining the request and providing the organization and organization ID (both per the email that I had received).

Kevin Smith_y6g70f

Update: The email advised me that "If you want to keep your organisation, we suggest you contact support within 15 days from receiving this email."

I did so (10 days), however Atlassian's (amazingly quick) response to the support ticket has been to advise: "Thanks for reaching out to us. Unfortunately, the instance you have referenced (instance redacted) has been completely deleted and cannot be restored.
Please note that we did contact (name redacted) multiple times in relation to your missed payment. In these emails, we made it clear that the instance was pending deletion if we didn't receive payment."

I've been unable to find any recent contact from Atlassian (before the "Your organisation has been deleted due to inactivity" email).

However, I'm not on a paid plan, and I acknowledge the underlying principle of Use-It-Or-Lose-It.

Hope you get a better outcome.

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