I lost access to my Confluence, How to get it back

Question

I have the free plan, I had confluence, but when I access it now it tells me that it cannot add the app and that I might be behind on my billing payment. I never had the paid version, just the free version, why did Atlassian remove my access to confluence? It wants me to create a new confluence, I just want my original back. Contacting support is completely useless as it only allows me to read articles that are of no help. Does anyone know how to fix this situation or is my data and pages gone forever and I hav to start over completely?

Trudy P Claspill · Answer

Hello @Anthony M Stram

Welcome to the Atlassian community.

When was the last time you accessed Confluence?

Atlassian has a policy about deactivating free subscriptions that remain inactive for an extended period of time (120 days). They send multiple emails to the Organization admin as that period is approached, warning of the impending deactivation. They send another email when the subscription is deactivated, warning that the data will soon be permanently deleted.

If your subscription was deactivated due to inactivity, and if you did not reactivate it before the deletion process was started, then your subscription may be in the process of deletion which would prevent you from adding a new subscription for the app to your site. It may also be too late to get back the data that you previously had in that subscription.

The way to get help with this, which is a licensing issue, is to contact Billing/Licensing/Purchasing support. From the Technical support page you would select the Billing, payments, and pricing  option to get a pop-up with the link to the Billing/Licensing/Purchasing support page. That is the same link provided by @Tomislav Tobijas in his response.

Tomislav Tobijas · Answer

Hey @Anthony M Stram ,

I can reach out to the forum support team for someone to take a look. 👀
As we're discussing the free plan, and based on Atlassian's support policies, the Community forums are the only place where you can actually get assistance.

Also, have you tried reaching out to Billing support? I believe you can raise a ticket through there without being redirected to the forums.

Anyway, until official team member gets back, I'm wondering what you see if you navigate to admin.atlassian.com > Billing? There, you should be able to see the status of the app and any incoming/expected payments.
Additionally, you should be able to switch plans in case your app plan is, somehow, on a paid one.

Cheers,
Tobi