[URGENT] CRITICAL DATA LOSS - All projects, users, and configurations missing in instance [smaunam.a

Question

Dear Atlassian Support Team, I am reporting a critical incident regarding our Jira Cloud instance (Free Plan). We are experiencing a complete loss of data across our entire organization. This is not a permission issue or an accidental deletion by a user. The entire instance appears to have been reset to a "clean" state, as if it were a brand-new installation. Incident Details: * Site URL: https://smaunam.atlassian.net * Status: All projects (including our main project "SMA"), boards, and issues have vanished. * User Management: The user list in "User Management" is empty. Both the original creator/admin and myself (current admin) are seeing a blank instance. * Trash/Recycle Bin: Empty. There is no record of project deletion. * Recent Activity: We have been using the instance daily during February and March 2026. This is not a case of deactivation due to inactivity. Request: We suspect a database indexing failure or a workspace synchronization error on Atlassian’s backend. We kindly request a technical review of our site storage and a restoration of our data as soon as possible. Key Project to Restore: SMA (/projects/SMA/boards/1) I look forward to your urgent response. Sincerely, Mgter. Sergio Daniel Caballero Licenciado en Sistemas de Información IT Consultant | University Professor (UNaM)

Sergio Daniel Caballero · Answer

We entered in the first days of March and the projects were there.

Trudy P Claspill · Answer

I see in your original post that you said the site has been getting accessed daily in February and March.

When was the last time any user of the instance logged in through the UI and accessed the Jira data? API activity does not count as "activity" when Atlassian evaluates if a Free subscription has been inactive.

Sergio Daniel Caballero · Answer

The last time I logged in was in January 2026