How too recover access to my Confluence?

Question

Hi my subscription has been deactivated. I found a link to access my Confluence, but is empty, all information lost. How can I recover all the spaces and contents I had in there?

I'm really concerned and pissed. I had trusted because I use it every day at work, but if I would have known the information could be lost, I wouldn't have trusted Confluence/Atlassian sin the beginning and would have kept it somewhere safer.

Can you please help me? I have important personal information there.

Thanks and nice day,

Mayte

Vishalakshi Narayana Swamy · Answer

Hi @Mayte

Greetings!!

Hope you are doing well.

I Understand that you are unable to view any data on your site and it could be due to soft deletion status.

I kindly suggest you to raise a support request with our billing team here directly https://www.atlassian.com/company/contact/purchasing-licensing#/ who can better assist you with the data recovery options for your site and assist you further.

Best Regards,

Vishalakshi Narayanaswamy

Trudy P Claspill · Answer

Hello  @Mayte

Welcome to the Atlassian community.

As a user community we don't have access to help you directly in this case, but we can offer advice.

Were you using a Free subscription that you set up? Or are you accessing a Confluence instance that was set up by somebody else?

When was the last time that you accessed the content in that Confluence instance at that URL?

A Confluence subscription can be cancelled and deactivated by the Organization Admin. If you are not the Organization Admin/owner for the subscription, you should start by contacting the person who is.

A subscription can also be deactivated by Atlassian if it is a non-Free subscription and payments have not been made, or if it is a Free subscription and has been inactive for an extended period of time.

Under normal circumstances before Atlassian deactivates a subscription for either of those reasons they send multiple emails to the Organization Admins and Billing Contacts for the subscription warning of the impending deactivation.

They send another email on the day of deactivation with the message that the data will be permanently deleted if the customer does not contact them.

Do any of the above situations apply to you?

If you are/were the Organization Admin/owner of the subscription you can contact Atlassian directly to find out about why your subscription was deactivated and about options for data recovery (if that is still available) by submitting the form through their Licensing, Billing, Pricing Support site.

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

Good luck!

Benjamin_tmh9yg · Answer

Hi @Mayte ,

Sorry to hear that. Assuming this is a free subscription plan. When there hasn't been activity for a certain number of months, the site gets deactivated. It's doesn't sound right if you are using it everyday.

I'll requested for Atlassian support to follow up on this post. In the mean time, are you able to raise an Atlassian support ticket.

-Ben