Reset and delete all data from your cloud site

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Before you can reset your cloud sites

The current process for resetting and deleting all data from the cloud site documentation won’t be effective if the cloud site is billed under the New Billing Engine.

The purpose of this guide is to offer instructions on resetting a cloud site when it's billed under the improved experience or the original experience.

This article applies to:

  • Cloud versions of Confluence, Jira Cloud products (Jira, Jira Service Management, Jira Product Discovery) and Opsgenie that are in either Standard, Premium or Enterprise licensing tiers and Cloud site is billed under the old Billing Engine. 

This article doesn't apply to:

  • Bitbucket, Trello, Statuspage, Point A products, or any user management system like Atlassian Guard

Verify if the site is billed under the new billing Engine

The functionality and interface for each billing experience are different. Your admin roles also impact how and where you manage your subscriptions. As a billing contact on the original experience, your subscriptions are managed through my.atlassian.com. If you’re a billing admin with products are on the improved experience, they’re now managed through a new interface at admin.atlassian.com/billing

  • In the original billing experience, the first option on the left is Overview.

  • In the improved billing experience, the first option on the left is Subscriptions.
    Learn more about the differences

Original billing experience vs improved billing experience

Before you begin to delete data

If you will need to reset your site multiple times as part of a Server-to-cloud migration, Atlassian recommends you to setup Sandboxes for testing. For more details:

Now, to reset your cloud site, you’ll need to be a site admin for cloud site you want to reset.

Once you delete a cloud product, all data and apps associated are deleted after a grace period of a number of weeks. Any settings will be immediately removed, including:

However, if you wish to proceed and delete a specific product immediately, please follow the sections below.

Note this does not affect user management or your users' Atlassian accounts; they will not be deleted through this process.

We recommend creating a Confluence site backup or Jira site backup before resetting your products to avoid accidental data loss. You can find more information about how we store and manage your data on our data storage FAQs.

Reset and delete sites if you've got the improved billing experience

Make sure that you've verified your billing experience before starting. Your billing experience determines what process you need to follow to reset your site. 

If you only have Confluence

Reset your site if you only have Confluence product
  1. Generate a new empty Confluence cloud site from Try Atlassian Products for Free | Atlassian

  2. Perform a backup of this empty site. You can refer to the following document if necessary:
    Create a Confluence Cloud backup

  3. Proceed with restoring this backup on your current site that requires resetting

  4. This will overwrite the existing data, and the site will be reset.

If you only have Jira

Reset your site if you only have Jira product
  1. Generate a new empty Jira cloud site from Try Atlassian Products for Free | Atlassian

  2. Perform a backup of this empty site. You can refer to the following document if necessary:
    Create a Jira cloud backup

  3. Proceed with restoring this backup on your current site that requires resetting.

  4. This will overwrite the existing data, and the site will be reset.

If you have both Confluence and Jira on your site

Reset your site if you have both Confluence and Jira on your site

Please reach out to Atlassian Support teams for further guidance in these situations. 

Reset sites if you've got the original billing experience

Make sure that you've verified your billing experience before starting. Your billing experience determines what process you need to follow to reset your site. 

Resetting your site if you only have one cloud product

Click here to expand...
Customers on Enterprise license tier

For customers on Enterprise license tier

  • Please send an email to sales-ops-support@atlassian.com with a description that you want to downgrade the license from Enterprise to Premium so that you can reset product data.

  • A sales support specialist will proceed to downgrade the Enterprise plan to the Premium plan. You will be duly notified once the process has been completed.

  • You can then perform the product unsubscribe/resubscribe/delete process following the steps outlined below in this article.

  • Request the sales support specialist to reinstate the Enterprise license on your cloud site.

  • The sales support specialist will proceed with upgrading the license type from premium to Enterprise.

  • To delete your Enterprise cloud site instead of resetting it, the same steps must be followed up until step 3. Please ensure that all necessary precautions are taken before proceeding with this action.

  • Downgrade request should be made during weekdays, 24*5

Customers with Cloud Migration Trials

For customers with cloud Migration Trial (CMT) licenses

Cloud migration trial licenses no longer apply if the product subscription ceases. Follow the steps below to deactivate CMT before proceeding with site reset

  1. We need to deactivate the cloud migration trial before proceeding with the site reset if the migration trial is enabled for the site you are going to reset.

  2. Find the SEN related to your server/DC product license from https://my.atlassian.com/ where the CMT is available, expand the section, and look for "Cancel my cloud migration trial

  3. Click on Cancel my cloud migration trial to deactivate the trial enabled for the cloud product

  4. Unsubscribe and resubscribe to the necessary product/s following the steps outlined below in this article.
  5. After the cloud product is reset, reactivate the cloud migration trial for the product by clicking on Start my trial from https://my.atlassian.com/ 

If you only have one product on your cloud site (Jira, Confluence, or Opsgenie) you will need to activate a trial of another product so you can manage the reset without canceling the whole site. If you have more than one Jira product, they count as one.

  1. Activate another product on your cloud site.

    1. Choose > Administration (or go directly to admin.atlassian.com).

    2. Select the relevant organization or site, if you have more than one.

    3. Go to Products in the navigation bar

    4. Click Add Product.

    5. Select your site.

    6. Click Try it now for the relevant product.

    7. Click Get Started or Reactivate on the other product (for example, if you're only using Confluence, you’ll need to activate another product, such as Jira).

  2. Once your second product is activated, go to Billing > Manage on the product you want to reset.  

  3. Look for the product you want to reset (Jira or Confluence), select the 3 dot icon … in the product card, and then select Delete.  

  4. Enter the word DELETE into the field and select a reason for deletion. 

  5. After an hour, please go to Billing > Actions > Manage on any product you have on the desired site. This way, any deleted products will appear under a new Inactive tab on the Manage Subscriptions screen. Note that you need to wait an hour for the Inactive tab to show up. Also, these products are suspended and you will not be able to Guard them in this state.

  6. Look for the product you want to reset in the Inactive tab, select the 3 dot icon … in the product card, and then select Delete Immediately.

  7. Enter the word DELETE into the confirmation screen.

  8. Click Delete immediately.

  9. You can now reactivate the product with no content (resetting all data) from your cloud site Administration page.

    1. Go to Products in the navigation bar

    2. Click Add Product.

    3. Select your site.

    4. Click Try it now for the relevant product.

    5. Select Reactivate on the product you just reset. This creates an empty copy of your product.

  10. If you no longer need the other product, deactivate it using the instructions from step 2.

There will be changes in the billing of subscriptions post-reset. Ie,

  1. For monthly cloud subscriptions, reactivating a product that was previously canceled will begin a new trial period, ending at your next monthly renewal.
  2. For cloud subscriptions paid annually, please contact us to have the reactivated product extended through the remainder of your annual term

Resetting your site if you have two or more distinct cloud products

Click here to expand...
Customers on Enterprise license tier

For customers on Enterprise license tier

  • Please send an email to sales-ops-support@atlassian.com with a description that you want to downgrade the license from Enterprise to Premium so that you can reset product data.

  • A sales support specialist will proceed to downgrade the Enterprise plan to the Premium plan. You will be duly notified once the process has been completed.

  • You can then perform the product unsubscribe/resubscribe/delete process following the steps outlined below in this article.

  • Request the sales support specialist to reinstate the Enterprise license on your cloud site.

  • The sales support specialist will proceed with upgrading the license type from premium to Enterprise.

  • To delete your Enterprise cloud site instead of resetting it, the same steps must be followed up until step 3. Please ensure that all necessary precautions are taken before proceeding with this action.

  • Downgrade request should be made during weekdays, 24*5

Customers with Cloud Migration Trials

For customers with cloud Migration Trial (CMT) licenses

Cloud migration trial licenses no longer apply if the product subscription ceases. Follow the steps below to deactivate CMT before proceeding with site reset

  1. We need to deactivate the cloud migration trial before proceeding with the site reset if the migration trial is enabled for the site you are going to reset.

  2. Find the SEN related to your server/DC product license from https://my.atlassian.com/ where the CMT is available, expand the section, and look for "Cancel my cloud migration trial

  3. Click on Cancel my cloud migration trial to deactivate the trial enabled for the cloud product

  4. Unsubscribe and resubscribe to the necessary product/s following the steps outlined below in this article.
  5. After the cloud product is reset, reactivate the cloud migration trial for the product by clicking on Start my trial from https://my.atlassian.com/ 

Use these steps if you have at least two different products on your cloud site (for example Confluence and Jira, Jira and Opsgenie, or Confluence and Opsgenie).

If you have any more than one of Jira, Jira Service Management or Jira Product Discovery, they count as a single product for the purposes of resetting your site. If that's your case, please take a look below at "Resetting your site if you use two Jira products".

You can choose to only reset one product or you can reset both. If you want to reset both, you will need to reset one product at a time. 

  1. Choose > Administration (or go directly to admin.atlassian.com).

  2. Select the relevant organization or site, if you have more than one.

  3. Choose Billing in the navigation bar.

  4. Choose Manage on the product you want to reset. 

  5. Enter the word DELETE into the field and select a reason for deletion.

  6. After an hour, please go to Billing > Actions > Manage on any product you have on the desired site. This way, any deleted products will appear under a new Inactive tab on the Manage Subscriptions screen. Note that you need to wait an hour for the Inactive tab to show up. Also, these products are suspended and you will not be able to access them in this state.

  7. Look for the product you want to reset (Jira or Confluence), select the 3 dot icon … in the product card, and then select Delete Immediately.

  8. Enter the word DELETE into the confirmation screen.

  9. Click Delete immediately.

  10. You can now reactivate the product with no content (resetting all data) from your cloud site Administration page.

    1. Go to Products in the navigation bar

    2. Click Add Product.

    3. Select your site.

    4. Click Try it now for the relevant product.

    5. Select Reactivate on the product you just reset. This creates an empty copy of your product. 

  11. After you have reactivated your product, you can then reset another product.

There will be changes in the billing of subscriptions post reset. Ie,

  1. For monthly cloud subscriptions, reactivating a product that was previously canceled will begin a new trial period, ending at your next monthly renewal.
  2. For cloud subscriptions paid annually, please contact us to have the reactivated product extended through the remainder of your annual term

Resetting your site if you use two Jira products

Click here to expand...
Customers on Enterprise license tier

For customers on Enterprise license tier

  • Please send an email to sales-ops-support@atlassian.com with a description that you want to downgrade the license from Enterprise to Premium so that you can reset product data.

  • A sales support specialist will proceed to downgrade the Enterprise plan to the Premium plan. You will be duly notified once the process has been completed.

  • You can then perform the product unsubscribe/resubscribe/delete process following the steps outlined below in this article.

  • Request the sales support specialist to reinstate the Enterprise license on your cloud site.

  • The sales support specialist will proceed with upgrading the license type from premium to Enterprise.

  • To delete your Enterprise cloud site instead of resetting it, the same steps must be followed up until step 3. Please ensure that all necessary precautions are taken before proceeding with this action.

  • Downgrade request should be made during weekdays, 24*5

Customers with Cloud Migration Trials

For customers with cloud Migration Trial (CMT) licenses

Cloud migration trial licenses no longer apply if the product subscription ceases. Follow the steps below to deactivate CMT before proceeding with site reset

  1. We need to deactivate the cloud migration trial before proceeding with the site reset if the migration trial is enabled for the site you are going to reset.

  2. Find the SEN related to your server/DC product license from https://my.atlassian.com/ where the CMT is available, expand the section, and look for "Cancel my cloud migration trial

  3. Click on Cancel my cloud migration trial to deactivate the trial enabled for the cloud product

  4. Unsubscribe and resubscribe to the necessary product/s following the steps outlined below in this article.
  5. After the cloud product is reset, reactivate the cloud migration trial for the product by clicking on Start my trial from https://my.atlassian.com/ 

If you use more than one Jira Cloud product (for example, Jira, Jira Service Management or Jira Product Discovery) you will need to delete all Jira products to remove your data. If you only delete one, your data will be retained and will be there when you reactivate it.

Make sure you have either Confluence or Opsgenie activated. If not, you’ll need to activate either Confluence or Opsgenie.

  1. Choose > Administration (or go directly to admin.atlassian.com).

    1. Select the relevant organization or site, if you have more than one.

    2. Go to Products in the navigation bar

    3. Click Add Product.

    4. Select your site.

    5. Click Try it now for the relevant product.

    6. Click Get Started or Reactivate on the other product. 

  2. Once either Confluence or Opsgenie is activated, go to Billing > Manage on the product you want to reset.

  3. Delete each Jira product by selecting the 3 dots and then Delete 

  4. Enter the word DELETE into the field and select a reason for deletion.

  5. After an hour, please go to Billing > Actions > Manage on any product you have on the desired site. This way, any deleted products will appear under a new Inactive tab on the Manage Subscriptions screen. Note that you need to wait an hour for the Inactive tab to show up. Also, these products are suspended and you will not be able to access them in this state.

  6. Look for the product you want to reset in the Inactive tab, select the 3 dot icon … in the product card, and then select Delete Immediately

  7. Repeat steps 2 through 6 for the other Jira products.

  8. Once you’ve deleted all Jira products, you can now reactivate each Jira product with no content (resetting all data) from your cloud site Administration page.

    1. Go to Products in the navigation bar

    2. Click Add Product.

    3. Select your site.

    4. Click Try it now for the relevant product.

    5. Select Reactivate on the product you just reset. This creates an empty copy of your product.

    6. Repeat these steps for all Jira products.

  9. If you no longer need Confluence or Opsgenie, deactivate them using the instructions from Step 2.

There will be changes in the billing of subscriptions post reset. Ie,

  1. For monthly cloud subscriptions, reactivating a product that was previously canceled will begin a new trial period, ending at your next monthly renewal.
  2. For cloud subscriptions paid annually, please contact us to have the reactivated product extended through the remainder of your annual term

Cancel data deletion and restore access to products

Click here to expand...

To prevent accidental deletion, it is now possible to restore the product, including data. This only applies if products are still within the suspension window and the immediate deletion process has not been followed.

  1. Choose > Administration (or go directly to admin.atlassian.com).

  2. Select the relevant organization or site, if you have more than one.

  3. Select Billing from the navigation bar.

  4. Select Manage for the cloud site which requires product restoration.

  5. Click the Inactive tab.

  6. Ensure the product affected is listed.

  7. You can now reactivate the relevant product, including all your existing data:

    1. Go to Products in the navigation bar.

    2. Click Add Product.

    3. Select your site.

    4. Click Try it now for the relevant product.

    5. Select Reactivate on the product that was previously deleted.

    6. Repeat these steps for all Jira products, as necessary

Reset your users and groups

The steps on this page will not remove any users and groups. Follow these guides to delete users and groups from your site:

If the cloud instance has JSM Portal Customers, the steps on this page will remove all of them. If you still have any further questions on this topic, please contact our support team.

This page will take you through how to reset your cloud site to the original default settings. Resetting your cloud site will return it to the default settings of a newly created site  and will  delete all your data (not users/groups)  after a grace period. If you don't want to delete all your data or you want to re-migrate a project, you can delete an  individual project on Jira  or an  individual space on Confluence .

You may want to reset your cloud site if you:

  • imported or migrated test data that you don’t need anymore

  • inherited the cloud site and don’t need the data

  • have old data or configurations that your users don’t need

Last modified on Jun 11, 2024

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