Jira Cloud Site Suspended — Need to Recover Existing Projects and Tickets

Question

Hello Atlassian Community,

My Jira site, has been suspended, and I cannot access my existing projects and tickets.

My billing page shows that Jira is on the Free plan with 9 users. I would like to understand why the site was suspended and how I can restore access to my existing projects and tickets.

Could someone please guide me through the correct recovery process? I want to recover my existing data without losing any tickets.

Thank you for your help.

Arkadiusz Wroblewski · Answer

Hello @Nethmini welgama

Check admin.atlassian.com/billing → Subscriptions → Inactive. If Jira is listed, you may be able to reactivate the subscription and recover your projects and tickets. Atlassian explains how here:

https://support.atlassian.com/subscriptions-and-billing/docs/reactivate-a-subscription/

If Jira still shows as Active, follow Marc's support instructions.

Act quickly because data retention after deactivation is limited.

Best,

Arek 🤠

Marc -Devoteam- · Answer

Hi @Nethmini welgama

Don't provide URL's or any relevant info that could lead to your site or (personal) email. This is a public forum.

If your company is also unable to identify the Organization Administrators, then your company will need to contact Atlassian for assistance. That should be done through the following page.

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

Because this involves specific billing adjustments or manual site restoration, The Atlassian Billing and Licensing team will need to handle this.

To get this resolved, please follow these steps to create a support ticket:

* Open a browser in Incognito/Private mode (this is important to ensure you aren't automatically logged into the suspended account).
* Go to the Atlassian Support: see the link.
* Under How can we help you?, select Quotes and Plan Changes.
* Under Choose a topic, select Change cloud plan.
* Fill in the details.

If the message box isn't visible, click on “Need more help?” to make the description field and submit button appear.

In your description, please explain the situation and include a link to this forum post so the agent has all the context.

Nethmini welgama · Answer

For reference, my Jira site URL is nethmini.atlassian.net.

I would appreciate your guidance on restoring access to my existing projects and tickets without losing any data. Thank you!