Hello, the Clockwork Pro app disappeared from my JIRA today

[Leandro Léo]

My developers started the day with the Clockwork app missing. I've been using it for months. I tried reinstalling it, but a message appears saying, "We've had a small problem.
It might just be a glitch. Please try again soon."
I've tried several times, without success.
Since my plan is still free, I can't contact them directly to understand the issue.
Could someone help me resolve this?

[Trudy Claspill · Accepted solution]

Hello @Leandro Léo 

Have you tried contacting the support team for the app versus contacting Atlassian Support?

You can find the app vendor support contact information on the Support tab of their Marketplace listing; i.e.

https://marketplace.atlassian.com/apps/1219213/clockwork-pro-for-jira-time-tracking-and-timesheets?tab=support

I don't see any active incidents in the Atlassian Status page indicating there is a problem with managing third party apps.

https://status.atlassian.com/

So your best option is to contact the app vendor next.

[Leandro Léo]

Thank you very much. I will try to contact the app support.

[Trudy Claspill]

@Leandro Léo 

Given that you cannot open an Atlassian Technical Support ticket at the site recommended by @Adaeze_Jude_HEROCODERS because you are on the Free subscription for Jira, I am adding a flag to this post to raise it to the attention of Atlassian team members who should then be able to respond with the proper instructions for you to get help.

The SLA for such flags is 2 business days.

[Trudy Claspill]

Oh, I'm sorry, because this is in App Central rather than a Questions forum I can't actually flag it.

I will try to escalate it through another path.

[Adaeze_Jude_HEROCODERS]

Hi @Leandro Léo

It is possible that the evaluation period for Clockwork PRO has expired for your instance, and Atlassian has removed the app. When reinstalling it, Atlassian tries to take payment for the App, but it fails.

Please reach out to Atlassian support to further investigate if this is the case and how to proceed with payment.