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Unable to reactivate Jira Cloud Free — support form has no Submit button

선웅 양

Hello,

My Jira Cloud Free site was deactivated due to inactivity on July 28, 2026.

Site URL:
https://team-2026.atlassian.net

I am still within the data retention period.

I tried all documented reactivation methods:

1. Billing > Subscriptions > Inactive
- No Reactivate option is available.

2. Products > Add Product > Jira > existing site
- Instead of showing a Reactivate button, it redirects me to Contact Support.

3. Contact Support
- I entered the entitlement number and selected Jira Cloud Free.
- The form only displays self-help resources and there is no Submit button.

I am therefore stuck in a reactivation loop and can not submit a formal support request.

Entitlement number:
3223294f-ebbb-3275-8554-9c5e24389ba6

Please help escalate this to the Atlassian team so the existing Jira subscription and data can be restored.

스크린샷 2026-08-05 오후 10.09.53.png image (1).png

Accepted answers

Nikola Perisic

Welcome @선웅 양

The reason your Atlassian site has been deactivated because you were inactive for 120+ days on Free instance. I've requested help from Atlassian.

Samuil Enchev

Hi @선웅 양 ,

I am so sorry to hear you’re having trouble accessing your data. I know how important this information is to your team, and I want to help you get some clarity on what’s happening.

Because this involves your specific account, site history, and communications involving private data, we need to move this to a secure environment where our Customer Advocate team can investigate.

Please take these steps now:

Go into Incognito mode on your browser
Create a ticket with our Customer Advocate team through the Atlassian Support Portal
Select Other and skip the Provide the related URL, SEN, EN or invoice number (if applicable) if you don’t have this information
Describe your request and add a link to this Forum post

A note on our Free plan policy:
To ensure we’re providing the best experience for active teams, Atlassian has a policy for deactivated sites, see more details here.

We typically send several email warnings to the site administrators before this happens.
Once a site is deleted due to inactivity, the data is generally not recoverable.

However, our Customer Advocates can look into your specific account to see if the site was deactivated for a different reason or if there is any path forward for recovery. Please reach out to them via the link above so they can give you a definitive answer based on your site’s history.

Best,
Samuil

All comments

Nikola Perisic

Welcome @선웅 양

The reason your Atlassian site has been deactivated because you were inactive for 120+ days on Free instance. I've requested help from Atlassian.

선웅 양

Thank you very much for requesting help from Atlassian.

I understand why the site was deactivated. I am unable to reactivate it myself because there is no Reactivate option and the support form has no Submit button.

I would appreciate any help restoring the existing Jira site and preserving its data.

Samuil Enchev

Hi @선웅 양 ,

I am so sorry to hear you’re having trouble accessing your data. I know how important this information is to your team, and I want to help you get some clarity on what’s happening.

Please take these steps now:

Go into Incognito mode on your browser
Create a ticket with our Customer Advocate team through the Atlassian Support Portal
Select Other and skip the Provide the related URL, SEN, EN or invoice number (if applicable) if you don’t have this information
Describe your request and add a link to this Forum post

A note on our Free plan policy:
To ensure we’re providing the best experience for active teams, Atlassian has a policy for deactivated sites, see more details here.

We typically send several email warnings to the site administrators before this happens.
Once a site is deleted due to inactivity, the data is generally not recoverable.

Best,
Samuil

선웅 양

Thank you for your help.

I followed the instructions and submitted the request through the Customer Advocate support form in Incognito mode.

The ticket was successfully created:

CA-4176935

The confirmation page says I should receive a response within 24–48 hours. I will wait for their reply.

Manvith K

Hi, Did you get any response, I am facing the same issue.

Samuil Enchev

Hi @Manvith K,

The agent that was assigned to CA-4176935 was able to assist in reactivating the site.

If you're facing the same issue, feel free to raise a ticket yourself following the steps I provided above.

Best,
Samuil

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