I need to reactivate accounts but don't know which products I had. How do I find out?

[Amber]

We had an employee walk out and I've taken over his projects. The subscriptions for this expired before we even knew about them. It turns out we need the data and to continue our project, but I don't know which products exactly he had and if the data will still be there.

1) How do I find out which exact products we had?

2) Will the data still be there?

3) What do I need to learn to use the Jira software and Bitbucket (I think these are what he used in the past).

[Trudy Claspill · Accepted solution]

Hello @Richard Pyle 

Welcome to the community.

Are these cloud hosted products or self hosted products? Do you have the URLs for accessing the products? Do you have the login name used by the departed employee?

If these are cloud hosted products with a paid subscription, do you know who was paying the bill for the products?

Do you know when the products were last accessed?

Was that one departed employee the only one using the products? Did any other current employees use the products?

I think you are going to need to contact Atlassian support about this.

https://support.atlassian.com/contact/#

You might also trying this link for billing issue support.

https://www.atlassian.com/company/contact/purchasing-licensing

[Trudy Claspill]

Regarding training, I recommend that you check out https://university.atlassian.com

[Amber]

Hi @Trudy Claspill ,

Thank you for responding! 

1. Are these cloud hosted products or self hosted products? Do you have the URLs for accessing the products? Do you have the login name used by the departed employee?
   1. I don't know if the are cloud hosted or self hosted
   2. I have a bitbucket URL that was downgraded to a free version when it expired... but it just says bitbucket.org, so I don't think that is the right one.
   3. I was able to retrieve the login (Richard) and change it to mine (Amber)
2. If these are cloud hosted products with a paid subscription, do you know who was paying the bill for the products?
   1. Richard was paying using his personal credit card and then getting reimbursed by our company (this is how our boss has preferred it in the past)
3. Do you know when the products were last accessed?
   1. I don't know exactly when they were last accessed. I 'think' it may have been early 2020 as there was a long pause in the project when we moved offices; however, he was being reimbursed for it on a nearly monthly basis until he left in February 2022 and let them expire in March.
4. Was that one departed employee the only one using the products? Did any other current employees use the products?
   1. He was the only one using the product, at the request of our boss to do a "blue-green analysis" - he was our resident IT person
5. I think you are going to need to contact Atlassian support about this.
   1. I contacted Atlassian support first and they said I had to ask the community.

[Trudy Claspill]

If you don't currently have a paid subscription to a product then Atlassian Support does redirect you to the community. Try the link I provided for billing issues.

If the products were cloud hosted and the subscription expired in March, then it has probably already been deleted, as per this:

https://support.atlassian.com/security-and-access-policies/docs/track-storage-and-move-data-across-products/#What-happens-if-I-miss-payment-for-my-Atlassian-product-subscription

Unpaid subscription sites are deleted after 60 days. If the data has been purged you won't be able to recover it.

If these were self hosted products I can't think of any way either we (the user community) or Atlassian can help you find the hosts being used. Those would be physical or virtual or cloud service (i.e. AWS) host that your company or departed employee would've set up.

[Amber]

@Trudy Claspill 

Thank you for this information. I was able to confirm it was cloud-based and so that data is lost. Very unfortunate, but not much I can do about that.

[Carla Ann K. Rowland]

Hi Amber: 

If you are not the JIRA Admin -- Have the JIRA admin look at the APPS, versions and Licenses (this is JIRA)--- and ask for the SEN number. SEN is the number Atlassian uses to track your Atlassian software and licenses.

If your SEN licenses are active your data will be there. If the licenses are inactive then you can make renewal arrangements.

[Amber]

Hi @Carla Ann K. Rowland 

I don't have access to the JIRA anymore since it expired. I have an SEN number for the bitbucket, but I'm guessing it is not the same number?