How can i raise a support query without entering my site url .. as this is the issue?

Question

I want support on not being able to access my confluence site, haven't used for a while so likely de activated, i have had it restored before but now i can't seem to ask the question without having to enter the site url, which states does not exist?

Thanks

Tomislav Tobijas · Answer

In addition to everything, I'd just like to point out the official docs here related to data retention policies: Track storage and move data across apps / What happens to Free plan apps if they're inactive for too long? 📚

Kris Klima _K15t_ · Answer

Hi @Neil Grover

Try this

Login troubles? (No‑login path)

If you can’t access your account to open a ticket, use this no‑login path:

Visit our support page: https://www.atlassian.com/company/contact

Select “Pricing, billing and licensing.”

Continue without logging in.

Enter your email.

In “How can we help you,” select “Other.”

Skip the URL fields if they don’t apply.

Describe your issue in “Your Question.” This will open a ticket with Atlassian Support.

Arkadiusz Wroblewski · Answer

Hello @Neil Grover

If this is a deactivated Free Confluence site, I would first check whether you can still see it in admin.atlassian.com under Billing -> Inactive. Atlassian documents that inactive subscriptions can sometimes be reactivated there directly, so that may save you from fighting with the support form at all.

If the site is not there anymore, then the next point is that Atlassian support access is limited to the right contact roles, such as admin, billing, or technical contact. So make sure you are signed in with the same Atlassian account that originally administered that site.

If the form rejects the old site URL because it no longer resolves, then you should raise it from the billing/licensing contact path and include the old site URL in the description rather than relying on the validator to accept it. Community replies on similar deactivation cases also point people either to the Inactive subscriptions area or to Atlassian’s purchasing/licensing contact route when self-reactivation is no longer available.