nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Confluence suddenly disappeared from our Atlassian Cloud site and now shows “null - null” / “Unable

Mi CASA Asamblea de Dios Monte Grande

Hi everyone,

I need help with an issue on our Atlassian Cloud site.

We had been using Confluence normally for a long time on our site, and suddenly we can no longer access it.

Our site is: asambleadedios.atlassian.net

When I try to open Confluence, including URLs like /wiki or our old space URL, I get this error:

“(null)
Encountered a ‘null - null’ error while loading this page.
Go to Jira home”

Example of the space URL that used to work:
<a href="https://asambleadedios.atlassian.net/wiki/spaces/PA/overview" rel="noopener nofollow noreferrer" target="_blank">https://asambleadedios.atlassian.net/wiki/spaces/PA/overview</a>

I also noticed that Confluence no longer appears as an available product for the site. Under the products/apps I can only see Jira Administration and Jira.

I checked our user count and we currently have 9 users, so we should still be within the Confluence Free plan limit of up to 10 users.

I also checked and the group confluence-users-asambleadedios already exists, and all users are included there. However, Confluence itself does not appear in Billing, and it does not appear as an available product for the site.

When I try to add/install Confluence again, I get this message:

“Unable to add app
This can happen when a site is behind on payments. Try reviewing Atlassian Administration, and if you're still having trouble contact support.”

Accepted answers

Arkadiusz Wroblewski

Hello @Mi CASA Asamblea de Dios Monte Grande

@Trudy P Claspill point about inactivity is a good one

One more detail stands out from your post, your thread shows Product Admin permission. That matters here, because adding Confluence again is an Organization Admin task, and access to the Billing accounts page is limited to Billing Admins.

So the fact that Confluence does not appear in Billing on your side does not automatically mean the subscription is gone. It can also mean you do not have the admin scope needed to see or reactivate it.

Ask an org admin or billing admin to check admin.atlassian.com/billing and look under the Inactive tab for the Confluence subscription. If it is there, they can try to reactivate it. If it is no longer there, or reactivation is blocked, then this needs to go to Atlassian Billing/Licensing support.

Mi CASA Asamblea de Dios Monte Grande

@Arkadiusz Wroblewski thanks! it was in the "inactive" tab in admin.atlassian.com/billing.
also it seems to be that the asked for payment methods even I have a free plan.
so I updated the payment methods and also open a support ticket to request them to enable it again. ( https://www.atlassian.com/company/contact/purchasing-licensing#/ )

All comments

Trudy P Claspill

Hello @Mi CASA Asamblea de Dios Monte Grande

Welcome to the Atlassian community.

When was the last time any user logged in to the application?

Atlassian has a policy of deactivating Free subscriptions that are left inactive for too long. Before that they send an email to the Organization Admins warning that the subscription has been inactive and will be deactivated if users don't log in. Another email is sent in the day of deactivation. Check with your Organization Admins to find out if such emails were received.

You can also reach out to Atlassian Billing, Licensing, Pricing Support through the following site:

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

Trudy P Claspill

Additionally if the process of permanently deleting the subscription data, after deactivation, has been started but not yet completed, that can block you from re-adding the app to your site and produce the error message you saw.

Arkadiusz Wroblewski

Hello @Mi CASA Asamblea de Dios Monte Grande

@Trudy P Claspill point about inactivity is a good one

Mi CASA Asamblea de Dios Monte Grande

Trudy P Claspill

@Arkadiusz Wroblewski

The Community Question form has only a single checkbox for "Admin". When checked it adds the tag "Product Admin". There is no option to add "Org Admin" to the Permission Level tag.

Arkadiusz Wroblewski

@Trudy P Claspill

Thank you for Correcting me 🤗🤠

I haven't touched them Quite some time, especially community One.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

jira

cloud

jira-cloud