Confluence and Jira are missing

[Sean Ryan]

Going to my cloud product mysite.atlassian.net ( with my name ), and just getting the stock message:

Page unavailable

Your Atlassian Cloud site is currently unavailable.

Going to the support page says that it can not find my product.  This is a free tier item, and while I know it's under migration, the docs said individually that each site on free tier could be unavailable for 120 minutes only.

The support page says it can't find my URL, which seems to indicate I won't be able to contact them directly.

Ideas?

[Jessica · Accepted solution]

Hi @Sean Ryan 

Welcome to the Atlassian Community!

While checking for your sites, we can see there are some deactivated already, and one just created. We won't be sharing the site names nor emails here, for privacy purposes, but we can see that there was one site deactivated back in 2021, which is ******k.atlassian.net, and other that had Confluence and Jira *******s.atlassian.net, that were Free plan, but got deactivated due to inactivity, where Confluence was deactivated last year after some emails warning it would be suspended and then deactivated due to the inactivity (Confluence and Jira free products must have activity logged - pages accessed etc to be counted as active). See What is the Free Jira Cloud plan? - Inactive Free products will be deactivated for more information

Jira was deactivated early this year (January) due to the same reason, with emails sent to remind about going back to Jira for activity, since last year.

It looks like after both products were deactivated the site also got deleted.

We can see that you created a new site with the same name with the Confluence product, but unfortunately it won't bring your data back, as it is a new site and the old site data is beyond recover now.

If the site is not related to the ones we mentioned, please let us know and we can create a support ticket on your behalf to keep the privacy and share more details about it, Sean.

Regards,
Jessica

[Sean Ryan]

Hi Jessica,

This was related to the one ******s.atlassian.net item.  I have accepted that the data is lost and restored the service.  I will have to recreate it.  This is unfortunate, but I understand.

[Jessica]

Hey @Sean Ryan 

We're sorry to hear about your data being gone too, but if you had any backups, it might be possible to import it into your new site.

For the new site you created, please make sure to keep the data backed up in a regular basis, for Confluence and Jira and also get into your products once in while, within the 120 days period, to keep both active.

If you are interested in the backups options:

• Export a data backup file of your instance 
• Export a space's content as Word, PDF, or data files 

I hope this also helps!

Regards,
Jessica

[Rilwan Ahmed]

Hi @Sean Ryan ,

Welcome to the community !!

I see there is active maintenance going on for confluence. Please check back after the maintenance is completed. You can view the status from https://confluence.status.atlassian.com/ or https://status.atlassian.com/

[Sean Ryan]

Yes I also saw that.  As listed directly on that page:

"This maintenance will result in a temporary service outage for Free edition users located in Singapore and Northern California, with a total duration of no more than 120 minutes per customer."

It has exceeded this by a few days.

I suspect this has been deactivated, but I am not able to either open a request nor find in the admin.atlassian.net my sub.

[Rilwan Ahmed]

I have requested Atlassian support to look into it. An Atlassian Support Engineer will review the post and respond on this thread within 2 business days.

[Sean Ryan]

I have had some measure of resolution on this item.  I was able to recreate the same jira/confluence, but unfortunately no restoration was possible.  It's a bummer to have all the data gone, it was some good research I had on it.

[Carlos Garcia Navarro]

Hi @Sean Ryan ,

Welcome to the Community! If you're still experiencing this issue, I'd recommend to contact Atlassian Support here:

https://support.atlassian.com/contact/?postauth=true#/

[Sean Ryan]

I am not able to contact support, it is not recognising my URL when attempting to open up a request.  Results in:

Sorry, we can't find this Cloud URL.

See instructions below on how to find your URL.

As you can see doesn't seem like I can contact them directly, which led to community assistance.  To be clear it's a free-tier item.  It actually looks like they have deactivated my site.  I suppose my next question is how to reactivate a site?

[Brant Schroeder]

@Sean Ryan welcome to the Atlassian community

Are you logging in with the correct credentials?   Have you tried logging in on Firefox?  If you are using Chrome and you are logged in with your Google account it might be trying to use that.  You could try incognito browsing as well.

[Brant Schroeder]

@Sean Ryan are you still having issues?

[Sean Ryan]

Yes this is still an issue.  As for logging in the website doesn't need logging in to see mysite.atlassian.net.  I am also logging in to the correct account ( I have only one ) and I do it with Safari for the most part.  I have tried with other browsers.