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[Alexandre Serrano]

Hello,

Since this morning, I face the following issue.
I have the same message for about 30minutes now.

On the Atlassian Status, it seems that everything are up and running.
An incident happened this night but it said that it has been resolved.

What afraid me, is on the "Contact Support" form, it ask me my URL and it doesn't recognize it.

Have you any news about it?

Thanks & Regards,
Alexandre

[Stephen Sifers · Accepted solution]

Hello,
We apologize for the length of this ongoing incident and for not being more proactive in our communication with you. We understand how mission-critical our products are for you and want to make sure we are relaying the most accurate information possible.

While we really want to get in front of you live to answer your questions, we are prioritizing getting customers up and running first and foremost. We will host an AMA (Ask Me Anything) after we get all of our customers fully restored.

In the meantime, please add your questions here and we will respond as quickly and transparently as we can. Some questions may not be answered until we do an official PIR, but we will let you know that and answer as much as we can now.

Our Chief Technology Officer Sri Viswanath has posted a blog about this incident with more background and details, and our team is working around the clock to move through the various stages for restoration.

We are working 24/7 to restore your service. Thank you to those who have been sharing all the information you know from your support requests. Thank you for being open, honest, and caring for your fellow Community members. This speaks a lot about what makes Community a special place.

@Alexandre Serrano Thank you for raising this post.

@Héctor Sosa Fructuoso Thank you for sharing your feedback, we've heard you.

@Dirk Ronsmans Special thank you for being a Community Leader and helping those in Community.

@Karol Gorzoch We appreciate your feedback and acknowledge the lack of updates.

Lastly, if you're unsure if a support request was raised on your behalf, please let me know, and I will personally check. My team and I went through all Community posts related to this incident to ensure everyone's site had a support request.

Regards,
Stephen Sifers | Product Lead, Community

[Stephen Sifers]

Hello, We're sorry you've been impacted by this incident. We have sent email communications to all affected customers which provide further details of the incident as well as a link for live status updates. Reach out to us at https://support.atlassian.com/contact if you have any questions or concerns.

Additionally, we’re checking and validating anyone who has posted in Community to report their site has been impacted and we are creating a support request on their behalf. If you’re unsure if an issue has been created for your site we suggest reaching out to your site admins or technical contacts.

Regards,
Stephen Sifers | Product Lead, Community

[Dirk Ronsmans]

Hi @Alexandre Serrano ,

Very often this is due to a payment issue. (not saying it will be but could be).

Can you access https://admin.atlassian.com and check your billing status?

Regarding your url, what url are you entering? Should be https://something.atlassian.net

[Alexandre Serrano]

Yes, i entered in the same format as you but didn't work.
I'm checking the billing status

[Greig Chambers]

we're in the same boat, when we go down the admin.atlassian.com route we are asked to register our url.  If it was a billing issue I wouldt expected to reregister the url.  We've been using Jira/Confluence for quite sometime, so I wouldnt expect ot be asked this.

Our annual renewal is due next week, we have an email to confirm, so if it is that its pretty poor.

Be good if someone from Atlassian could advise the route to contact support as its nor recognising the URL and this seems to be a fairly common issue for people.

[Héctor Sosa Fructuoso]

Hi there, I have the same issue now.

I've tried to access the admin part now, and it loads an error, and then redirect to "create" a new organization.

I've contacted a partner of mine, which did consultancy and they had already some other clients that had the same issue.

[Dirk Ronsmans]

I did notice a couple posts/questions about sites being down and have escalated it towards the Atlassian engineers.

I'll see if I can post an update if they respond!

[Alexandre Serrano]

After checking, we paid the 25th March.
I'm quite worried, it seems that our tenant have disappeared?

Any incident on going for Cloud Service?

[Héctor Sosa Fructuoso]

@Alexandre Serrano Many customers have this, but I've got confirmation that they are working on it currently.

[Richard Trommelen]

We also have the same problem. I hope they will respond quickly

[Alexandre Serrano]

Have you any news to share with us @Dirk Ronsmans ?
It could be great to update the Status Page (https://jira-service-management.status.atlassian.com/)

I need visibility on the situation, just to be sure that the issue is known and handle by Atlassian Team.

[Muhammad Shahid]

We are facing same issue.

[Victor Gueneau]

Hi @Dirk Ronsmans

Being in charge of Alexandre's team, I am worried about this situation.
We need to get back our access asap so we can start working normally
-> 2+ hours lost since this morning

I will appreciate you to provide the best visibility and support possible

PS : Thanks @Alexandre Serrano for alerting

Best regards

[Dirk Ronsmans]

@Alexandre Serrano ,

seems they created an issue for it and updated Statuspage

https://jira-service-management.status.atlassian.com/incidents/0bcftpvmjkpt

[Dirk Ronsmans]

@Victor Gueneau ,

Sadly i'm not someone who can really do anything about it but alert Atlassian to it and try and get information.

Like you I'm just a customer/end-user but also a volunteer on the community.

Seems they did raise a Statuspage issue about it now so I suggest subscribing to that

[Héctor Sosa Fructuoso]

Thanks @Dirk Ronsmans for the link

[Karol Gorzoch]

Hello, since 168 hours I have not been able to access JIra Cloud for my organization.
I have information from Atlassian about the crash, an apology and that they are working hard to fix the problem, I have 2 more friends who also have this problem, have your services been restored?

I had a paid premium ITSM plan, with SLA at the level of 2-3 hours a month, this is a disaster.

[Héctor Sosa Fructuoso]

As far as I know from Atlassian through my own ticket, they are about 35% of the restorations, but it could take at least one more week to reach 100%.

You might be lucky and get your portal back sooner.

[Muhammad Shahid]

thanks @Dirk Ronsmans 

[Greig Chambers]

If you want to create a ticket without your url you can go through the billing help and it doesnt require this.

However, I guess if its a major issue they may not get them, I did get a standard response back, which would suggest they are working ok.

[Michael Mason]

We paid our bill yesterday as per checking