Confluence Cloud site suspended + access lost after employee left (need data recovery/export)

Question

I work at Godlike. Our internal documentation was stored in Confluence Cloud, but the Atlassian site/subscription was originally created and managed under a former employee’s Atlassian account. That employee has left the company, and we no longer have administrative access to the site.

Now, when we try to open our Confluence documentation, we get the message: “Your Atlassian Cloud products are suspended. Your subscription for Atlassian Cloud hasn't been renewed.”

Site URL (if applicable): https://anarchyserver.atlassian.net/

What we need:

* If possible, assistance with recovering/exporting Confluence spaces/pages so we can retain our company documentation (Space export / XML / backup or any supported export).

Impact: business-critical internal documentation is currently inaccessible.

Environment: macOS, Google Chrome. No assistive technologies used.

Thank you,
Andrey Matiasj
Product Owner, Godlike
a.matiash@godlike.host
Godlike - Game server hosting

Marc -Devoteam- · Accepted Answer

Hi @Andrey

You can reach out to Atlassian Support and select the Billing option.

I also requested assistance from Atlassian on this question. It can take 2-business day fro them to respond.

We on this public forum are users like you and can't acces instances, so we can't solve this request for you.

Sebastian Krzewiński · Accepted Answer

Hi @Andrey

Please contact with Atlassian support directly (https://support.atlassian.com). They should be able to fix this easily.

Regards,

Seba

Evgenii · Accepted Answer

Hi, @Andrey

This is the Atlassian Community forum, and unfortunately, we’re unable to assist with account recovery or subscription restoration.
To regain access, you’ll need to contact Atlassian Support directly — they’re the only ones who can help in this situation.
As an alternative, you could try restoring access to the former employee’s account (the one associated with the subscription) and use it to renew the license.
Please act quickly — suspended accounts aren’t retained indefinitely. After a period of inactivity, they may be permanently deleted.

Shalini Pradhan · Accepted Answer

Hello @Andrey ,

Good day! Welcome to Atlassian Community :)

I have created a support ticket for you on your behalf with the billing team to reactivate the confluence product for https://anarchyserver.atlassian.net/

Please keep an eye on your email box.

Thank you.