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BinSafe Support
Email: support@yuvgev.com
Please include your Jira site URL (yoursite.atlassian.net), the project key, the work-item key you were trying to restore, and a screenshot if you can.
Hours: Monday to Friday, 09:00–17:00 Israel time (Asia/Jerusalem, UTC+2 in winter, UTC+3 in summer), except Israeli public holidays.
Our service levels
| Request type | Example | First reply |
|---|---|---|
| Critical (production outage) | The bin isn't capturing deletions at all, or every restore fails, or Atlassian marks the request critical | Within 24 hours, including weekends |
| Normal | One work item restored incompletely, a question, a bug in the UI | Within 1 business day |
| Feature request | "Please also restore sprint" | Within 5 business days, and added to our public roadmap list |
We don't promise a fix time, but we'll keep you updated until it's resolved. Outages on Atlassian's platform (Forge or Jira) are fixed by Atlassian. You can check Atlassian Developer Status and Jira status.
Billing, refunds and licenses are handled by Atlassian. Contact Atlassian support.
Security issues: email support@yuvgev.com with "SECURITY" in the subject.
Full guide: BinSafe FAQ and troubleshooting
FAQ
Is this a true undelete?
No. Jira Cloud never reuses a deleted work item's key or ID, so no app can bring the original back. BinSafe creates a new work item from its snapshot. The original key is written in the first comment and in the issue property recycle-bin.original, so you can search for it.
Can I restore work items deleted before I installed BinSafe?
No. BinSafe can only restore what it snapshotted. New and changed work items are captured going forward. After install, BinSafe gradually snapshots existing work items, at about 2,300 a day, not instantly, so large sites take a while to be fully covered, and a Jira admin can start batches from Settings → Snapshot a batch now. If a work item is deleted before its first snapshot, BinSafe keeps the basic details Jira sends at deletion (summary, type, project, status and people) and marks it Partial.
What doesn't come back?
Change history, watchers, votes, sprint, rank, epic link, original comment and worklog timestamps (the original time is kept in the comment text), and attachments over 120 KB or past 600 KB per work item. Some custom fields may be rejected if they aren't on your create or edit screen. The Preview shows exactly what will and won't be restored before you click Restore.
Who can see and restore deleted work items?
Jira admins see everything. Project admins, and users with Browse projects plus Delete issues, see their project's bin. Restoring also needs Create issues. Work items that had an issue security level are visible only to site and project admins.
How long are deleted work items kept?
30, 90 or 365 days, chosen by a Jira admin under Settings. A daily job permanently removes older snapshots.
Where is my data stored? Do you see it?
Only in Atlassian's Forge storage, in the same data residency location as your Jira. BinSafe has no external servers and makes no calls outside Atlassian ("Runs on Atlassian"). We can't see your data.
What happens if I uninstall?
BinSafe can no longer read its data. Atlassian deletes it after its retention window (28 days at the time of writing). Reinstalling doesn't bring it back automatically.
Why do some restores run in the background?
Small restores finish straight away. A restore that copies larger attachments (any stored file of 64 KB or more, or 300 KB or more in total) goes to a background queue and shows Queued, then progress, until Done. A second click or a retry won't create a duplicate.
Where can I find more help?
See the full FAQ and troubleshooting guide at yuvgev.com/apps/binsafe/faq/.
Why is a restored comment posted by "BinSafe" instead of the original author?
BinSafe posts as the original author when Jira allows it. If that person can no longer act in Jira (for example, they were deactivated), the comment is posted by the app, with the original author and date in the text.
Does it work with Jira Service Management?
It captures JSM work items like any others, but request types, SLAs, approvals and organizations aren't restored.
Does it count toward my Atlassian bill?
The app is billed through Atlassian at the per-user price on our Marketplace listing. Sites with up to 10 users are free.