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Cannot access my project and cannot contact support

Guillermo Ojeda_hdprty

I'm having issues accessing my project. I get the following error:

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.

Atlassian Status Contact Support

Screenshot at Jan 09 22-49-33.png

When I click the Contact Support button, I get redirected to https://support.atlassian.com/contact/#/. I enter my site URL, the same one I'm trying to log in to, and I get right below that field an error:

Sorry, we can't find this Cloud URL.

See instructions below on how to find your URL.

And the only button I get is Ask the community.

Screenshot at Jan 09 22-49-49.png

I understand wanting to reduce the load on support, but I'm literally being asked by the Atlassian software to contact support. Is there any way to achieve that?

Accepted answers

All comments

Trudy P Claspill

Hello @Guillermo Ojeda

Welcome to the Atlassian community.

I don't see any active incidents on the Status page for Atlassian.

https://status.atlassian.com/

Is this site part of a paid subscription or a free subscription?

Are you an Organization admin, Site admin, or Jira product admin for this site?

Do you know when was the last time this site /the Jira product was successfully accessed by any user?

Guillermo Ojeda_hdprty

It's part of a free subscription.

I am an admin. I'm not familiar with the distinction between those types of admins. I set up the project.

It was successfully accessed by myself on December 17th, 2025

Trudy P Claspill

Thank you for that additional information.

The date of your last successful access means that it is unlikely your subscription was deactivated due to inactivity.

There may be an incident that has not yet been added to the status page.

For free subscriptions the ability to create a case through the technical support portal is not enabled

You can try contacting the Licensing team to see if there is a licensing or billing issue with your subscription. Complete and submit the form at the following site. You may need to click the Need more help option below the URL entry field to proceed with the form.

https://www.atlassian.com/company/contact/purchasing-licensing#/

Trudy P Claspill

FYI - On the Contact Support page if you choose the Billing option they do show a message redirecting to the page I suggested. But it is not obvious that could be an option in your scenario

Mohanraj Thangamuthu

Hello, Good day. Kindly let us know if this issue has been addressed now. Thanks!

Shalini Pradhan

Hello @Guillermo Ojeda ,

Good day! Welcome to Atlassian Community

Could you please share your cloud site URL so that I can check in the backend?

Thank you

Guillermo Ojeda_hdprty

Hi @Shalini Pradhan . It's http://proyectoxd.atlassian.net/

Unfortunately, I just received an email from advocates@atlassiansupport.atlassian.net stating that "I can confirm that the Jira and Confluence subscriptions for this site have been deleted. Because of this, the associated data has been permanently removed and cannot be restored."

No reason was given whatsoever.

Is this normal behavior from Atlassian, to irrecoverably delete customer data with no warning and no reason stated? Should I expect this in the future?

Shalini Pradhan

@Guillermo Ojeda Good day!

The free site gets deactivated due to inactivity. I have created a support ticket for the concerned team to check

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