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1 comment

Andy Gladstone
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Apr 12, 2022

@PIyushPande you will need to contact Atlassian support to assist. They only have access to lapsed instances for a short period of time after they are shut down to lack of usage or payment (depending on whether you were on a free or paid tier).

Good luck!

Thanks @Andy Gladstone ticket has been raised already, how we can expedite the response time on standard plan as its completely down for us and we need to insert project into this.

Stephen Sifers
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Apr 12, 2022

Hello @PIyushPande

I confirmed we have your requests within our support queue. With this said, you may be able to self-serve to resolve your issue.

Please see the following post related to this with details on how you can resolve it:

Stephen Sifers

Like PIyushPande likes this

thanks @Stephen Sifers i already opened ticket for the same "CA-1771823" but no resolution yet, can this be expedite by any chance?

Stephen Sifers
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Apr 12, 2022

Hello @PIyushPande

Here is a copy of Andy's answer from the referenced post:

This is a rather common problem for Atlassian Cloud sites. If the site has missed payment, that tends to be the most common cause for the site being suspended. In which case, this is potentially something you can self-serve in order to resolve.

If you are a billing or technical contact on the account for that Cloud site, you can

  1. Go to
  2. locate the Cloud site in question listed there,
  3. and then you can update the payment details on that page for that site.


If you are NOT a billing/technical contact on the account, then visiting that URL won't show you the cloud site. You will likely want to reach out to your teammate that has this level access to work with them to resolve this. That user can also add you to the list of technical contacts if you wish on that page as well.


Alternatively, if you are a Cloud site-admin, you can

  1. Go to
  2. then select your site
  3. Then choose "Billing details"
  4. You can update payment method here as well.


If those steps above don't help here, or your site might be suspended for some other reason, then certainly you can still create a support case with our Customer Advocate team. To do that:

  1. Go to
  2. Select "My account"
  3. Then select "Help with a deactivated site"
  4. Then enter the URL of your Cloud site and fill in any other details about what help you need here.


Stephen Sifers


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