URGENT: Entire team cannot access majore.atlassian.net

Question

Hello Atlassian Support,

We urgently need your assistance.

Our entire company is currently unable to access our Jira Cloud site:

https://m*****.atlassian.net

This issue affects all users in our organization, not just one account.

What happens

* Every team member receives the following message after attempting to access Jira:

"You're almost there. It looks like our database is taking a little longer than usual to sync up. Wait a few moments then try again."

* Retrying does not resolve the issue.

Additional issue

When we try to contact Atlassian Support, the support portal cannot recognize our Cloud URL and shows:

"Sorry, we can't find this Cloud URL."

Because of this, we are unable to submit a normal support request.

Business impact

This Jira instance contains all of our active engineering projects, documentation, issues, and historical data. The outage has completely blocked our team's work and is causing significant business disruption.

We would like to know

* Is there currently an outage or server issue affecting our Jira Cloud site?
* Has our site been suspended, deleted, or become inaccessible for any reason?
* Is our data still safe and recoverable?
* What steps should we take immediately to regain access?
* Can Atlassian investigate the status of m*****.atlassian.net as soon as possible?

This is a business-critical issue, and we would greatly appreciate an urgent response.

Thank you very much for your assistance.

Hapidz Daulah Nurisman · Answer

Hi @Anastasiia Dimnych ,

Thank you for your prompt response and for reactivating our Jira Cloud instance for the 14-day Standard trial.

However, we have encountered another issue.

The site administrator account (d***a@m****e.id) is currently unable to log in to Atlassian because the email verification (OTP) is never received.

We have verified that:

The mailbox (d***a@m****e.id) is active and accessible.
The mailbox can receive emails from other senders without any issues.
We have checked the Inbox, Spam/Junk folder, and waited for some time, but no verification email from Atlassian has been received.
We have also tried requesting the verification code multiple times with the same result.

Without access to the site administrator account, we are unable to remove the 11th user, downgrade the plan back to Free, or manage the billing settings as you suggested.

Could you please check whether there is any issue with the OTP delivery for the Atlassian account associated with (d***a@m****e.id), or advise us on how we can regain access to the administrator account?

We would greatly appreciate your assistance, as we only have a 14-day trial period to restore our Jira configuration.

Anastasiia Dimnych · Answer

Hi @Hapidz Daulah Nurisman,

I have created a ticket CA-4132644 on your behalf and escalated it internally. Please check your email for the information, I see that the support team has already provided a response.

Best,

Anastasiia

Hapidz Daulah Nurisman · Answer

Hello Arek,

Thank you very much for your quick response and for flagging this issue to Atlassian. I really appreciate your help.

I have removed the public URL and email address from my original post as suggested.

This issue is affecting our entire organization, and none of our team members can access our Jira Cloud site. All of our engineering projects and important business data are stored there, so this has become a critical business issue.

We would greatly appreciate it if Atlassian could investigate the backend status of our site as soon as possible and let us know whether the site is temporarily unavailable, suspended, or if there is another underlying issue.

Thank you again for your assistance. We look forward to your update.

Best regards,
Hapidz