Can't access my confluence URL
Asked by Pooja Mishra:

Hi,

I am not able to access my confluence page, getting an **error: "Page unavailable".**

"Page unavailable {#toc-hId--436461581}
---------------------------------------

**Your Atlassian Cloud site is currently unavailable.**   

**Please check [Atlassian Status](https://status.atlassian.com/) for known problems.**   
**If there are no known problems and your page hasn't appeared again in 5-10 minutes then please contact our support team. "**

The last email I got from Atlassian was on 14th Feb 2021.

Could someone please help me to recover it?


Answers:
author: Jessica
body: Hi [@Pooja Mishra](/t5/user/viewprofilepage/user-id/5314530)

We're sorry to hear you no longer can access your site and would like to do so.

We have noticed you had access to some sites, which were deactivated in 2021 and 2022 due to inactivity.

Since it has been a while ago, the sites were suspended for a while and then scheduled for deletion.   
I'm afraid that we would be unable to help as the data is gone for good. :(

We highly recommend that site admins take [regular backups](https://support.atlassian.com/confluence-cloud/docs/create-a-site-backup/) to make sure the data is safe in case of any issues, like accidental deletions or, such as in this case, inactivity for Free sites.

For reference and more details:

* [Track storage and move data across products](https://support.atlassian.com/security-and-access-policies/docs/track-storage-and-move-data-across-products/)

> What happens to Free plan products if they're inactive for too long? {#toc-hId--436396295}
> ------------------------------------------------------------------------------------------
>
> ### Confluence {#toc-hId-254165179}
>
> Confluence sites on the Free plan will be deactivated after 120 days of inactivity. To prevent your site being deactivated, just log in and view any Confluence page---that'll count as activity and reset the 120-day clock.
>
> ### Jira {#toc-hId--1553289284}
>
> If *all* the Jira Cloud products on your site are on a Free plan, your Jira Cloud products will be deactivated after 120 days of inactivity. If any Jira Cloud product on your site is on a paid plan, this doesn't apply to that site.
>
> Activity is simply logging in and viewing any page within a Jira product on your site. For example, if you log in and view a dashboard, report, Jira admin screen, or issue, any of those would count as activity. To keep your site active, log in, and view something to restart the 120 days.
>
> [Read more about deactivating inactive products and other limitations in Free plans](https://support.atlassian.com/jira-cloud-administration/docs/what-is-the-free-jira-cloud-plan).

<br />

Regards,  
Jessica

comments: author: Pooja Mishra
body: [@Jessica](/t5/user/viewprofilepage/user-id/3667333) Sad to know that data got deleted for good! :(

I will keep this in mind. Thank you for the information. :)


author: Rachit Singhal
body: Hi [@Pooja Mishra](/t5/user/viewprofilepage/user-id/5314530) ,

Unfortunately, it appears to me like your site has been deleted and can't be recovered. I suggest you to please check your registered email with Atlassian for that site, if receive any email for site deactivation/deletion warning.

Below is the timeline in my best understanding for free sites deactivation:

60 days of inactivity - email is sent to tech contact, billing contact, site admin with the subject "\[Action Required\] Jump back in to \<product name\> to keep your subscription"  
90 days of inactivity - email is sent to tech contact, billing contact, site admin with the subject "\[Action Required\] Your \<product name\> subscription will be cancelled in 30 days"  
113 days of inactivity - a tech alert email is sent the to tech contact, billing contact, site admin with the subject "\[Action Required\] Your \<product name\> subscription will be cancelled in one week"  
122 days of inactivity - site is deactivated and the tech contact, billing contact, and admin get an email with the title "\[Important Notice\] Your \<product name\> subscription has been deactivated"  
The site can be restored during this period  
162 days of inactivity - the site is deleted  
The site is not recoverable past this point

As you mentioned, you have accessed the site in Jan 2022 and now we are in Sep 2023 which indicates the site might have deleted and can't be recovered now.

Please check your registered mailbox. The mail might have come from "no-reply@am.atlassian.com".

Please let me know if you have further questions.

Thanks,

Rachit Singhal

comments: author: Jack Brickey
body: Hi [@Rachit Singhal](/t5/user/viewprofilepage/user-id/4622361) , can you share the reference for this detailed info? I have sought it out before. Here is all I have found in my previous quick search - [limitations-in-jira-cloud-free-plans](https://confluence.atlassian.com/servicedeskcloud/limitations-in-jira-cloud-free-plans-1097175877.html) . this only documents a 120d no login deactivation term.


author: Jack Brickey
body: BTW, The reason I ask is that I would like to have an official document from Atlassian that I can reference in future community posts.


author: Rachit Singhal
body: Hi [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369) ,

Official document is something, I am not sure now. The above shared information, I had kept with me from some community post where someone from Atlassian had replied and I am confident on it because many of my close friends observed the same pattern.

Please let me know if you have any further question.


author: Pooja Mishra
body: Thank you for your reply! [@Rachit Singhal](/t5/user/viewprofilepage/user-id/4622361)


author: Pooja Mishra
body: [@Rachit Singhal](/t5/user/viewprofilepage/user-id/4622361) [@Jessica](/t5/user/viewprofilepage/user-id/3667333) [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369) I have a backup of my old confluence/account/space which is purged as explained above. How I can import it into my new confluence account?


author: Jack Brickey
body: Hi [@Pooja Mishra](/t5/user/viewprofilepage/user-id/5314530) , i don't see any know issues with Confluence. Some questions...

* Do you use other Atlassian products? If so can you reach them?
* Have you tried a different browser?
* Are you confident the URL is accurate?
* When were you last able to reach the site?

thanks!

comments: author: Pooja Mishra
body: Hi Jack,

Thank you for your reply!

* I don't use any other Atlassian product.
* I have tried a different browser, it is giving me the same error.
* Yes, URL is accurate.
* The last I was able to reach my website was in Jan 2022. I got busy with other stuff and haven't access it for long time.

When I tried it today it gave me this error. Also, I am on the free plan. Just want to know if someone has faced the same issue and able to recover their URL.


author: Jack Brickey
body: I see. I suspect the site may have been decommissioned but unsure. I have flagged this post to have someone take a look.


author: Pooja Mishra
body: [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369) Thanks for flagging the post.

If possible, can I get the latest backup? So that I can use that to restore. That will be a great help!


author: Jack Brickey
body: Hi [@Pooja Mishra](/t5/user/viewprofilepage/user-id/5314530) , to be clear I do not work for Atlassian so I have no means of helping with your request. That said, Atlassian doesn't make data backups but rather they perform complete instance backups. Whether or not they can restore your instance needs to be answered by Atlassian. I expect someone will chime in here soon.


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