I lost access to my account and it is asking me to update billing details
Asked by Ajay Jain:

Hi Community,

We had a free account tapmyback.atlassian.net, since today morning I started getting the message that I need to update our billing details. When I try to update it leads me to billing questions page.

Is there any way we can get our data and free tier back?

Rgds,

Ajay![Screenshot 2024-07-17 at 6.08.32?PM.png](/t5/image/serverpage/image-id/336203i9C99B494D739533B/image-size/large?v=v2&px=999 "Screenshot 2024-07-17 at 6.08.32?PM.png")


Answers:
author: Andy Heinzer
body: Hi [@Ajay Jain](/t5/user/viewprofilepage/user-id/5546523) It appears that the site has been suspended due to starting a trial, having that trial expire, and then having no billing details.

I can see that there is a site-admin account that shares your name, but appears to be a gmail.com address for that account. You will need to use that account to sign in first, and then I'd suggest going to <https://www.atlassian.com/company/contact/purchasing-licensing?redirectSource=sac-wac-redirect#/?inquiry_category=your_account> with that account in order to select the option for Your Account \> Reactivate subscription. If you try going to that account with the same account you used to post to community, it might not provide the correct user entitlement information to our team.

On that page you can then enter the URL of the site and this should create a ticket with our customer advocate team that can reactivate the site.

comments: author: Ajay Jain
body: [@Andy Heinzer](/t5/user/viewprofilepage/user-id/541137) I realized that yesterday after psoting this. I then went on with the gmail id and removed extra users to get back to free tier. Still my account remains suspended. I also tried going to this page you provided [https://community.atlassian.com/t5/Confluence-questions/I-lost-access-to-my-account-and-it-is-asking-me-to-update/qaq-p/2757710?utm_campaign=mentions_answer\&utm_content=post\&utm_medium=email\&utm_source=atlcomm](https://community.atlassian.com/t5/Confluence-questions/I-lost-access-to-my-account-and-it-is-asking-me-to-update/qaq-p/2757710?utm_campaign=mentions_answer&utm_content=post&utm_medium=email&utm_source=atlcomm)

And logged in with the gmail id that owns this account. There is no option there to Reactivate Subscription. Can you please help? We have important information on that site. I can send you an email from that id too.


author: Andy Heinzer
body: [@Ajay Jain](/t5/user/viewprofilepage/user-id/5547525) I can see you created a ticket in <https://getsupport.atlassian.com/servicedesk/customer/portal/35/CA-3069384>

It appears that the site has been reactivated, but there is still a billing issue here. I recommend responding to that support case to work with our CA team to resolve this. I don't have control over the billing aspects here, but that team should be better able to help you here.


author: Ajay Jain
body: Thanks [@Andy Heinzer](/t5/user/viewprofilepage/user-id/541137) the issue is now resolved


author: Nicolas Grossi
body: [@Ajay Jain](/t5/user/viewprofilepage/user-id/5546523) Welcome! You might want to contact support.atlassian.com

comments: author: Ajay Jain
body: there is no email there to contact. It just directs me to community. Do you happen to know an email id or phone number to call? This happened all of a sudden.


Tags: cloud

confluence-cloud