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Urgent: Free Confluence site deactivated despite logging in (Bug?)

Magali Peuch

Hi everyone,

I am in an urgent situation and cannot get through the standard support contact forms because I am on a Free plan.

On July 28th, I received an email warning me about my Confluence site being deactivated due to inactivity. I immediately logged into my account and accessed Confluence to prevent this. However, it seems there was a bug, because my Confluence site was still deactivated and has completely disappeared from my account.

When I try to use the "Billing, payment and pricing" contact form to request a site restoration, it just redirects me to documentation and the Community.

Since the deactivation happened around July 28th, I am desperately trying to reach someone at Atlassian to restore my site before my documentation is permanently deleted...

Could a Community Leader or Atlassian staff member please help escalate this so my site can be recovered?

My site URL is: https://digitalnomadanalyst.atlassian.net/

Thank you so much for any help...

Accepted answers

Mikael Sandberg

Hi @Magali Peuch

Welcome to Atlassian Community!

Here is a good article that explains how the deactivation of free instances work, Atlassian Jira/JSM/Confluence Free Tier Inactivity & Data Deletion Timeline

I have notified the support team that is on here, and if your instance has not yet been deleted they should be able to help you restore it.

Manol Kabadaiev

Hello @Magali Peuch ,

I hope you are well.

I’m sorry to hear your site has been deactivated - I know how critical this is for your team’s daily work.

Because this involves your specific account and billing details, we need to move this to a secure environment where our Billing and Account teams can verify your information and assist with reactivation. For security reasons, we cannot handle these details here in the public forum.

Next Steps:

Please submit a Billing & Licensing request here.
Select "Your Account" → “Reactivate Subscription”
Mention that your site is currently deactivated so our team can prioritize your request and add a link to this Forum post.

Support team will be able to look into the status of your subscription and help you resolve any outstanding issues immediately.

Best regards,

Manol

All comments

Mikael Sandberg

Hi @Magali Peuch

Welcome to Atlassian Community!

Here is a good article that explains how the deactivation of free instances work, Atlassian Jira/JSM/Confluence Free Tier Inactivity & Data Deletion Timeline

I have notified the support team that is on here, and if your instance has not yet been deleted they should be able to help you restore it.

Magali Peuch

Thank you very much.

I am aware of the 15 days range time, but as i have logged in my account, even edited a page etc when i got the notification, i didnt expect the deletion to occurs... I am very worried I have lost 5 years of personal documentation..

Mikael Sandberg

Note that account activities are delayed and can take up to 24 hour to be registered on an instance.

Trudy P Claspill

Hello @Magali Peuch

What was the actual content of the email you received? Was it the warning email that says your subscription was going to be deactivated on a specified future date? If so, how far in advance of that date did you login and interact with the content?

I have seen other people report that they likewise got the warning email and did login and interact with the content but the activity didn't seem to register.

I would really like to hear what you learn from Atlassian Support on this.

I have thought about updating my article (thanks for the call out @Mikael Sandberg )to include a recommendation that the subscription owner review their account in the Admin Hub to see what is registered as the last date of activity.

Screenshot 2026-08-19 at 6.01.26 PM.png

Manol Kabadaiev

Hello @Magali Peuch ,

I hope you are well.

I’m sorry to hear your site has been deactivated - I know how critical this is for your team’s daily work.

Next Steps:

Please submit a Billing & Licensing request here.
Select "Your Account" → “Reactivate Subscription”
Mention that your site is currently deactivated so our team can prioritize your request and add a link to this Forum post.

Support team will be able to look into the status of your subscription and help you resolve any outstanding issues immediately.

Best regards,

Manol

Magali Peuch

Thanks a lot Manol, I have followed your step and I have firgured it out!! Thanks averyone for your help, what a relieve...!
BR

Magali

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