Jira service desk widget not loading

[Steve]

My web app was making use of the Jira service desk widget, but it is no longer loading. It may be related to the fact that https://companyname.atlassian.net now displays the message "Page unavailable".

I don't understand what has happened to my account, and I can't find a way to contact Atlassian support direct.

[Andy Heinzer · Accepted solution]

Hi @Steve 

Looking into your account, I cannot locate you as a member of any current Jira Cloud sites.   However there are references to previously deleted sites.  From looking at your account, it might be that you had a Free plan of Jira Service Management, but the most recent site was deleted back in May of 2023. 

Our free plan products have always had an additional limitation of a 120-day inactivity limit.   If you do not login to the site and to that product at least once in that time frame, the site is deactivated, and shortly there after deleted.  It appears that might be what happened here.  I can see we sent email notifications warning about the pending deactivation before it happened.  Please note that products using a paid plan do not have this inactivity limit.

You are welcome to signup again by navigating to https://www.atlassian.com/try

I hope this helps.

Andy

[Steve]

Hi Trudy, I am the organisation and billing admin. The only product we use is Jira. Everything was working fine up until now. Doesn't "Page unavailable" tell you everything you need to know? Our organisation has vanished from your system.

[Trudy Claspill]

Hello @Steve 

Welcome to the Atlassian community. 

Are you the Organization Admin for the Atlassian Cloud Organization under which the site existed?

Are you a Billing Admin for the Jira Product on that site?

Are there any other Atlassian products available at that site, like Confluence? Was it only JSM or also Jira (Software) in use on that site?

If you are not the Organization Admin or Billing Admin, the first people you should contact are those individuals. If you don't know who the are try contacting the person who told you to access that site. The Admins for the site and Organization will be able to contact Atlassian through a support case, if the product was under a non-free subscription.

If you are the Organization Admin, you should confirm that the product subscription is still active by going to https://admin.atlassian.com

[Trudy Claspill]

@Steve 

It is not "my" system. I am not an Atlassian employee. I don't have any access to your products, Organization, or Atlassian information. I am just another user of Atlassian's product, albeit with over a decade of experience administering those products, volunteering to share my knowledge to help other users, like you, solve problems.

Have you gone to the Admin Hub to confirm you product subscription is still active?

Have you checked Atlassian's status page to see if there is a active incident?

https://status.atlassian.com/

Have you tried opening a support case directly with Atlassian at https://support.atlassian.com/contact/#/

[Steve]

Sorry, I thought "Community Leader" belonged to Atlassian. As I said, I can't find a way to contact Atlassian support direct. When I go to https://support.atlassian.com/contact enter https://companyname.atlassian.net for the URL, it states "Sorry, we can't find this Cloud URL", and I can't raise a ticket.

I have tried all the obvious things. What I need is someone from Atlassian to deal with it. 

[Trudy Claspill]

I have tagged this post to raise it to the attention of Atlassian tem members.