How to get help from Atlassian when they wipe out your Confluence content?

[Bill Langton]

About 4 weeks ago, Atlassian disabled a User Macro (in Confluence Cloud) that is heavily used in our customer facing help documentation.  Atlassian provided no notice that this was going to happen.   Overnight, they wiped out hundreds of hours of work.

We filed a support ticket when we couldn't figure out why our content was suddenly gone.  After a week, they came back and said yes, sorry, but we disabled User Macros.  The only way to recover the lost content is to go to each page, view the storage format, copy out the raw html for the affected content, and then recreate the pages, one at a time.  Seriously?!!!

This is the only answer we've gotten in 4 weeks.  If the support person actually responds to questions, turnaround time can take as long as 7 days.   Each response ends with something to the effect of "Sorry for the inconvenience, we will let you know if there's any other news."

I asked for help enabling the User Macro in question on a local Confluence Server version that I installed and imported all of our content.  But it seems Atlassion won't help with that either.

[Stephen Deutsch]

Hi Bill,

If the user macro was simple enough, you might be able to create a small custom Cloud add-on that uses all the same parameters and displays the content in the same way. Let me know if you want some support on this.

[Nic Brough -Adaptavist-]

I have no answer for you, but I do have a question - User macros are not enabled for users on Cloud, so I'm curious as to how you got one there?

[Bill Langton]

I don't know.  The company migrated from Server at least 5 years ago (nobody left from that era).  This macro may have come along for the ride.  It was definitely enabled up until June 4th.