Did atlassian delete our confluence documents?

[Behrad Analui]

We had a lot of documents on confluence produced between 2021-2023. Todays we tried to login after several month and it looks like previous account is deleted and everything wiped out. We didn't receive any warning or emails about it.

Alassian page says the old URL we used to access the pages is unavaiable.

Has anyone had an experience like this?

How can we get in touch with Atlassian for an answer?

[Earl McCutcheon · Accepted solution]

Hi @Behrad Analui ,

I did a little digging here and without disclosing too much detail about the sites that might cause a security issue it looks like you are an admin on the site in question but not a Billing contact for the site, and the notifications of inactivity only get sent out to the Listed Billing contacts.

The next step to look further into this is to reach out to our Customer Advocates team, as we need to go through some account verification steps before disclosing any additional information about the accounts and account holders as well as any discussion about account data cannot and should not be posted here in the public forum for security reasons.

Please create a Support request under the "Billing, payments, and licensing" under the "What can we help you with?" option at the following link so we can take a look:

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

And also a big THANKS to @Trudy Claspill for flagging this one for us. 

Regards,
Earl

[Trudy Claspill]

Hello @Behrad Analui 

Your post tags indicate that you are/were on the Free product plan. Is that correct? 

If you were on a Free product plan and there was no activity in your Confluence product for an extended period of time, then Atlassian may have shut down your product and deleted your data.

As per this document: https://support.atlassian.com/security-and-access-policies/docs/track-storage-and-move-data-across-products/

Confluence

Confluence sites on the Free plan will be deactivated after 120 days of inactivity. To prevent your site being deactivated, just log in and view any Confluence page—that’ll count as activity and reset the 120-day clock.

It also says, under the heading Data Retention Period, that the data will be retained for either 15 or 60 days after product deactivation, depending on the Billing system it was under.

So if there have been no logins for 120 days, your product was deactivated. And at most 60 days later the data was permanently deleted.

The Billing contacts that were specified in the Billing system for your products would've been notified via email before those actions were taken.

[Behrad Analui]

Thanks Trudy for the response. 

None of the billing contacts were notified about deactivation.

How can we enquire further? We lost  important documentation without proper notification.