I am requesting urgent assistance from an Atlassian employee regarding the deactivation of my Confluence Free subscription for alleged inactivity, despite documented evidence that I was actively using the site.
As a result, I have lost access to years of professional and business-related work, including business plans, research, scripts, and other important documents.
1. History of Inaccurate Inactivity Warnings
December 2025: I received an email warning that my Jira subscription would be deactivated due to inactivity, despite my continued use of Atlassian services. My account was never deactivated.
January 30, 2026: I received an email warning that my Confluence subscription would be deactivated on February 13 due to inactivity despite my continued use.
February 6, 2026: I received another warning about the impending deactivation of my Confluence subscription despite my continued use.
February 13, 2026: The scheduled deactivation date passed and my account was never deactivated.
I attempted to contact Atlassian about these warnings, but the contact links directed me to support menus that offered no clear way to report an erroneous inactivity warning or speak with a human representative.
Because I was actively using Confluence, and because the previous warnings had not resulted in my site being shut down, I concluded that the warnings were likely being generated in error by Atlassian's automated systems.
From February through August, I continued using Confluence without interruption.
2. Deactivation Despite Activity
August 28: I received another email indicating that Atlassian had missed having me around.
September 5: I received a warning that my Confluence subscription would be deactivated.
September 11: I received another deactivation warning.
September 12: Atlassian deactivated my Confluence subscription for alleged inactivity.
Because the earlier warnings had proved unreliable, I had reason to believe these were similarly inaccurate.
I have screenshots of my Firefox browser history showing that I accessed multiple pages on my Confluence site through July and August 2026, while I was receiving inactivity messages.
3. October 4: Support Request and Automated Denial
After discovering that my Confluence site was inaccessible, I attempted to contact Atlassian for assistance.
The deactivation-related contact links did not provide a straightforward way to reach a human representative. After searching through Atlassian's support website, I eventually located a form under:
Billing, Payments and Pricing → My Account → Reactivate Subscription
I submitted a request explaining that my Confluence subscription had apparently been deactivated in error and that I had evidence of recent activity.
On October 4 at 3:18 p.m., I received an acknowledgment that my request had been received.
Just two minutes later, I received a response from an automated system identified as IA-GSAC-prod-bot, informing me that the data could not be recovered. CA-4264959.
There was no indication that a human representative had investigated my evidence, reviewed the site's activity logs, or examined why the subscription had been classified as inactive.
I found this response particularly concerning because I was disputing the legitimacy of the deactivation itself and that wasn't even acknowledged.
4. October 5: Chatbot Confirms Human Escalation
On October 5, after reading the automated denial, I returned to Atlassian's website and engaged with its online support chatbot.
I repeatedly requested to speak with a human representative. After repeated requests, the chatbot explicitly stated that my case had been submitted for human review.
It informed me that a support representative would review the details and contact me at the email address associated with my account.
I have screenshots documenting this confirmation.
Seven calendar days and five business days have passed since, and I have received no communication from a human support representative.
I have not received a meaningful status update or confirmation that the promised investigation is taking place.
5. Atlassian's Published 60-Day Data-Retention Policy
During my October 5 chatbot conversation, Atlassian's chatbot directed me to an official Atlassian support page stating that Free-plan data is retained for 60 days after deactivation.
The page contained a table listing the following data-retention periods:
- Trials: 15 days
- Free, Standard, Premium, and Enterprise plans: 60 days
The page also stated that data is permanently deleted after the applicable retention period expires.
Furthermore, the chatbot confirmed that my case was within the 60-day data-retention window.
My subscription was reportedly deactivated on September 12. My initial support request was submitted on October 4, just 22 days later.
6. What I Am Requesting
I am asking an Atlassian employee to help escalate this matter to a human representative with the ability to investigate the deactivation and recover my data.
Specifically, I am requesting:
- An investigation into the inactivity determination. Why was my Confluence subscription classified as inactive despite documented access to the site during July and August 2026?
- An explanation of the October 4 automated denial. Why am I being told I'm outside of the reactivation period when Atlassian's chatbot and website say otherwise?
- Reactivate my account and recover my lost data.
- Preservation of relevant records. I request that Atlassian preserve any remaining data, activity logs, and technical records relevant to this deactivation while the matter is investigated.
7. Why I Am Posting Here
I have made repeated attempts to resolve this through Atlassian's official support channels.
I have encountered automated responses, support menus that do not address the issue, and a chatbot that promised human review without any subsequent communication.
I am now posting publicly because I have been unable to get anyone to investigate an erroneous deactivation resulting in the loss of years of important work.
I understand that I was using a Free subscription. However, that should not mean an account can be incorrectly classified as inactive, its data deleted, and the customer left without any meaningful way to challenge the decision or recover their work.
If an Atlassian employee sees this post, I would sincerely appreciate assistance escalating this matter to someone who can investigate the account records, explain what happened, and recover my account.
Thank you.
