How to recover a license expired JIRA instance?

[Eshan Salpadoru]

Hi All,

We have been using JIRA OnDemand for a number of years and couple of days ago we got blocked for non payment. This was obviously due to an oversight and lack of notice from Atlassian. 

The question now is, how do I recover the instance? The caveat is we have no idea what the admin email attached to the account is. There were number of admins but we don't know who the primary admin is. 

How do I either find who the primary admin is or how does another admin recover the site so we can make the payment?

Thanks in advance. 

Regards,

Eshan

[Eshan Salpadoru · Accepted solution]

Thanks Nic. I have managed to make the payment. 

FYI, we are relatively large company with high turnover. We have been paying for close to 300 licenses over a period of 5 years. It seem rather reckless for Atlassian to just delete a system just by contacting the person who first created the instance. Also, although I am an admin, I am unable to access my.atlassian page for this instance as I have another instance crated using my email. So the only person who can check the my.atlassian page is the person who created the instance who no longer works here. 

Doesn't seem right. Doesn't seem like the system is geared to work for large companies. 

Just my thoughts. 

Thank again!

[Nic Brough -Adaptavist-]

Your licences can, and should, have technical and billing contacts added to them.  Atlassian contact all of them.  The reckless thing is having admins who do not add other people to the contact details!

[Nic Brough -Adaptavist- · Accepted solution]

Get in touch with Atlassian as a matter of urgency - dead Cloud systems are deleted after 7 days of inactivity.

Go via https://support.atlassian.com/contact and give them as much information as you can - most important is the url of your Cloud site, but ideally the name of any admins you might have had.

If you do have existing admins, then they also should check in their my.atlassian accounts to see if they are listed as technical and/or billing contacts for your system (however, the fact that you did not get any notice from Atlassian suggests that no-one was named because they absolutely do notify everyone listed when a Cloud system is about to be disabled)