Confluence Cloud site showing "Page unavailable" — need help recovering data

Question

My Confluence Cloud site (airshield.atlassian.net) has suddenly become inaccessible. When I try to access it — including a specific link I had bookmarked to a whiteboard in our "SAT" space:

https://airshield.atlassian.net/wiki/spaces/SAT/whiteboard/1409361?atl_f=PAGETREE

I get the following error:

"Page unavailable — Your Atlassian Cloud site is currently unavailable. Please check Atlassian Status for known problems. If there are no known problems and your page hasn't appeared again in 5-10 minutes then please contact our support team."

Request ID from the error page: 1d6d02f4ad3a45ff93aa12bbc7b5cc72

We had important business documentation stored in this space that we urgently need access to.

My questions:

* Can anyone confirm whether this looks like an inactivity-based deactivation vs. a billing/subscription issue?
* Is our data still recoverable at this point? 
* What's the fastest way to get this escalated, given the urgency?

Any guidance — especially from anyone who's had this resolved before — would be hugely appreciated. Thank you!

Arkadiusz Wroblewski · Answer

Hello @Kiyan

In my experience, this notification usually appears when a subscription has been deactivated due to inactivity.

To reactivate a subscription:

* Go to admin.atlassian.com/billing. Select your billing account if you have more than one.
* On the Subscriptions page, select the Inactive tab.
* Find the subscription you’re looking for and select Reactivate.
* Review your subscription details and select Continue.
* Review your billing details. If they weren’t added before, you can add them now. If you select or add a new payment method, all subscriptions billed together in the same billing profile will be moved over to the new payment method.
* Select Confirm.

I assume you are on a Free plan, so the next step would be to contact Atlassian through the Billing and Support form as this steps will only work if you haven´t missed data retention deadline.

Atlassian Support: Pricing, Billing, & Licensing | Atlassian

Best,

Arek🤠

Mohamed Benziane · Answer

hi,

It's looks like an inactivity based desactivation.

You need to contact the support to get your access back.

https://support.atlassian.com/contact#/