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My email account was blocked, and because of that I lost access to my previous Jira account.

luan cerqueira

Hello,

I'm trying to recover my Jira account, but the recovery process asks for my Jira site URL (mysitename.atlassian.net). However, when I enter the URL, it says that the site doesn't exist.

Could you please help me recover my account? This is urgent, as I need access as soon as possible.

Thank you in advance.

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Germán Morales

@luan cerqueira , the self service account recovery Atlassian documents for a lost password or two step verification device only works through your registered email, so with that email blocked, that path is closed to you.

The site doesn't exist message is worth double checking first. It needs to be exactly yoursitename.atlassian.net, no https:// prefix, no trailing slash, no typos, a small mismatch there triggers exactly that error. If you're sure the URL is right and it still fails, the site itself may have been renamed or deactivated, only support can confirm that.

With both blockers together, self service won't get you back in. Go straight to Atlassian Support and explain that you've lost access to the email on the account and aren't sure of the exact site URL, they can verify ownership through other means and point you to the right site.

luan cerqueira

The problem is that every support card I click on is asking for a URL.

Germán Morales

That field validates live against Atlassian's records. If it doesn't recognize the exact URL it blocks you with that same message and only offers Ask the community as a way forward, every category behaves the same way, so it's not just you.

Without the exact URL or access to your email, that form and the self service account recovery are both dead ends. The fastest path is finding the URL through another channel, an old Jira notification email still sitting in a secondary inbox, browser history or bookmarks, or a colleague still active on that instance who can check it from their own login or send you an invite link.

If someone at your organization still has admin access to that site, they can also restore or reinvite you directly from user management, which skips the URL lookup entirely.

Trudy P Claspill

Hello @luan cerqueira

Was your Jira subscription a Free tier subscription or paid subscription?

When was the last time anybody successfully accessed it?

I ask because Atlassian has a policy of deactivating Free subscription that are left inactive. For complete details on that scenario refer to this article I recently published.

Atlassian Jira/JSM/Confluence Free Tier Inactivity & Data Deletion Timeline

To open a ticket through https://support.atlassian.com/contact you need two things:

- a paid subscription

- to be logged into the support site with the credentials of a user that is an administrator for the site or Organization.

If you don't meet the second criteria then you get a message that the site URL can't be found. If you match the second but not the first criteria then you are not entitled to open a support case and are redirected to this Community.

However even with a free subscription if there is a problem with the status of your subscription you can reach out to the support team for Billing, Licensing, & Pricing through this page:

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

luan cerqueira

I was eventually able to find the URL in some of my previous conversations:

https://redgtechautomacao.atlassian.net/

I was using the Free plan at the time. Unfortunately, when I entered the URL, I got the following error:

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

It's been about 5 to 6 months since I last used this Jira instance.

luan cerqueira

The URL in some of my previous conversations:

https://redgtechautomacao.atlassian.net/

I was using the Free plan at the time. Unfortunately, when I entered the URL, I got the following error:

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

It's been about 5 to 6 months since I last used this Jira instance.

Trudy P Claspill

Thank you for that additional information @luan cerqueira

If it has been 5-6 months since anybody has accessed the contents of that Jira subscription and it was a Free tier subscription, then it is highly likely that the subscription was deactivated and the data permanently deleted by Atlassian about 3 months ago. Refer to the article I suggested for details of the deactivation and data deletion timeline.

Aaron Lawrence_7kxuho

be logged into the support site with the credentials of a user that is an administrator for the site or Organization.
If you don't meet [this criteria] then you get a message that the site URL can't be found

I feel like this is a silly bug, it confused me for a long time. What's wrong with a more informative message here? Especially since this is a vital part of the support process.

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