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Lost ALL of my data, and cannot get a human from Atlassian

Justin Golden_iom002

I had a jira board with all of my project info. I had hundreds of items and all my ideas on it. It seems like Atlassian decided to DELETE IT and I cannot access it. It's my board, I'm the only user, and this is my only account. I was promised by their automated system I would get a reply in 12 hours and it's been days and I've now reached out several times.

How can I get a human and/or get access to my missing Jira board?

Thank you in advance!

Accepted answers

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Trudy P Claspill

Hello @Justin Golden

Welcome to the Atlassian community.

Is this a Free or paid instance of Jira?

When you say you are the only user, are you the only user of this Jira instance or the only user of that particular board?

What happens when you try to access the board? Do you get a message? If so, what is the message?

When was the last time you accessed any data in this Jira instance?

Do you still have access to other information in the Jira instance?

If this is a scenario where:

you don't have access to any other data
it is/was a free subscription
prior to this attempt you had not access the instance in 120 or more consecutive days

...then Atlassian may have deactivated the subscription due to inactivity. If that is the case they would've sent emails to the Organization Admin(s) warning of the prolonged inactivity and impending deactivation.

If you still have access to some data, then the above may not be the case.

If you still have access to some data have you checked if the project itself still exists? You may be in a scenario where the board was deleted but the project still exists.

Or the project may have been deleted or archived?

Atlassian doesn't really provide telephone support except, I think, when the subscriber is on an Enterprise plan.

When did you open your support case?

Through what link did you open your support case?

With answers to some of the questions above we may be able to provide guidance that is more directly applicable to your situation.

Justin Golden_iom002

Thank you for the quick reply! It's a free instance. Only user for everything.

The message I get is:

---

Page unavailable
Your Atlassian Cloud site is currently unavailable.

Please check Atlassian Status for known problems.
If there are no known problems and your page hasn't appeared again in 5-10 minutes then please contact our support team.

---

I don't have any information. The only atlassian product I used was Jira and this was the only board I made. I don't think that will be changing unless I can get my data back.

It seems possible they deleted it. I'm hoping they have some backup somewhere. I just want to access it for one day to move everything off. Rather absurd they would delete 0.01mb of data to "save space" especially when it's all of the notes and plans for my entire project. I guess this is what I get for not using their product for a few months.

I reached out probably around a week ago and then made another ticket yesterday. Both times I got a notification saying someone would reach out in 12 hours and neither times that actually happened.

I opened the support ticket through their support link and selected "Jira" as the product and filled out the form, attached a screenshot and attached the link to my board.

Thank you again for your help.

Trudy P Claspill

How long ago was the last time you successfully accessed the site/data?

Atlassian has a documented policy that they reserve the right to remove unused instances. The cutoff is 120 consecutive days of inactivity and they send multiple emails warning that there has been an extended period of inactivity prior to that period expiring.

They sand another email when they deactivate the subscription, warning that the data will soon be permanently deleted if the customer doesn't reactivate the subscription. If that grace period also expires the data is no longer recoverable.

You can try reactivating the subscription by following the guidance here:

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

Justin Golden_iom002

Thank you again for the reply. I followed those steps and created a new Jira board. Now how can I get my data back?

Rilwan Ahmed

Hi @Justin Golden ,

Welcome to the community !!

When you say "I created a new jira board, following the instructions in that link. I last accessed the data maybe half a year ago, not sure exactly. My new jira board name was a different name."

-- If you accessed your jira instance half yearly ago, then it might have be deleted due to inactivity as per the process.

Justin Golden_iom002

Thank you for the reply.

That really sucks. I had a lot of important data there and I've been spending days now trying to get it back. So I guess if you don't touch a project for a few months, or go on vacation, or have a medical emergency, or anything else in life happens, then Atlassian just decides to delete all of your data. That's amazing. I don't think I'll be trusting anything important to Atlassian again...

DLittle_5fgqew

Just had the same thing happen to me, this is unacceptable irresponsible policy destroying precious effort and not offering any path to recovery or human support in the least. This company will never get my business again and everyone who has an ear will hear the same

Trudy P Claspill

Hello @DLittle

Welcome to the Atlassian community.

I'm sorry about your unsatisfactory experience.

I have recently published a community article on the deactivation timeline based on my own anecdotal experience because of the volume of posts like the original one here. It may or may not help you at this point depending on where you are in the timeline.

https://community.atlassian.com/forums/Jira-articles/Atlassian-Jira-JSM-Confluence-Free-Tier-Inactivity-amp-Data/ba-p/3251237

When you say that this "just" happened to you do you mean...

1. You recently (within the past 14 days) got an email saying you subscription would be or has been deactivated.

2. Or did you recently attempt to access your content after an extended period of inactivity, and find it was inaccessible? If this is the scenario, did you check your email for the notifications I mentioned in my replies to the original post author?

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