Account was marked as inactive and spaces deleted
Asked by csotelo:

Dear Comunity,   

I have been using confluence, however some time ago appears a button telling me something like "Try Confluence", as if I have not have it enabled. I have try to enabled it again and all my spaces was complete deleted

Any suggest

bests


Answers:
author: Shannon S
body: Thank you for raising this with us at Atlassian Community, and thanks to [@Brant Schroeder](/t5/user/viewprofilepage/user-id/769100) for tagging us.

[@csotelo](/t5/user/viewprofilepage/user-id/736947), I researched the history of the site associated with your account, and unfortunately, it seems that we deleted your site data due to non-payment.

Your Confluence site has 11 users, so you were upgraded to the Standard paid plan on November 3rd. We sent a series of emails to your Gmail address throughout November, requesting that you update your payment information on file. On the 19th, your trial expired. Another email from November 30th recommended bringing your Confluence users to 10 or fewer to move to the Free plan to avoid data loss.

Unfortunately, since this did not happen, our final email went out on December 2nd to inform you that your data would be deleted entirely on December 17th so that site data is no longer recoverable.

Since you created a new Confluence trial, another email went out on December 30th, which requires payment by January 9th to avoid site deletion. Therefore, if you want to keep your Confluence subscription, you need to bring your user count to 10 or fewer and move to the Free plan or update your payment information at [admin.atlassian.com](https://admin.atlassian.com). Additionally, I recommend [updating your Billing and Technical contact](https://support.atlassian.com/subscriptions-and-billing/docs/update-your-contact-address/) with a valid email if you are not receiving our emails.

I hope that helps, but please let me know if you need further assistance.

Take care,

Shannon \| Atlassian Cloud Support

comments: author: csotelo
body: Hi [@Shannon S](/t5/user/viewprofilepage/user-id/510046)   

I have not received that  
I just received yesterday an email telling me about the payment request, and I was closed to ask about it, but you just noticed to me that  

I understand thenb I ahev lost all my data?


author: csotelo
body: [@Shannon S](/t5/user/viewprofilepage/user-id/510046)   
I just noticed the exceded account, Iand change the plan to free plan. I understand that data couldnt be restored, right?

Bests


author: Shannon S
body: Hello [@csotelo](/t5/user/viewprofilepage/user-id/736947),

Thank you for your reply. I'm happy to hear you could downgrade to the free plan. Unfortunately, that is correct; we cannot recover your data per our [data storage policy](https://support.atlassian.com/security-and-access-policies/docs/track-storage-and-move-data-across-products/).

However, it may be possible to recover some of this data on your end. Some solutions would be:

* If an administrator has created a recent site-backup, that could be used to restore the site
* Data could be mined and recovered from the Atlassian Cloud emails sent to your users

I'm sorry that I'm not able to help in this situation, but please let me know if there is anything else I can do to help.

Take care,

Shannon \| Atlassian Cloud Support


author: Brant Schroeder
body: [@csotelo](/t5/user/viewprofilepage/user-id/736947) If you let a free account site idle it will eventually be deleted. You should have received an email on it though. You will need to have Atlassian look into the issue. If it was deleted then I do not believe that they will be able to get your Confluence site back. I will escalate it to them so they can check. [@Daniel Eads](/t5/user/viewprofilepage/user-id/1527694) can you take a look at this.

I would ask that you check one thing. Do you possibly have multiple Atlassian accounts? If you use Chrome as your browser and are signed in to the browser with your Google account then it will use this account to login to Atlassian. If your Confluence account is on a different Atlassian account then you would not see it on your Google Atlassian account. You might check and see if you have another Atlassian account on a different email if this is the case.

comments: author: csotelo
body: Hi [@Brant Schroeder](/t5/user/viewprofilepage/user-id/769100)   
Sorry for the delayment  

I have noticied something else. After the confluence deletion, I have try to got my doc and, as my post, my data was deleted,, I have try again but I have received a mail yesterday telling me that I must add a paymente methos.  
I have choosen a free tier since we are a entrepeneurs, however confluence tellme to pay USD 60.00 that is weird for me


author: Brant Schroeder
body: [@csotelo](/t5/user/viewprofilepage/user-id/736947) the free version only gives you access to 10 user accounts. As [@Shannon S](/t5/user/viewprofilepage/user-id/510046) sated below. You will need to take a user off of your plan in order to not be charged.


Tags: cloud

confluence-cloud