Unable to add Confluence app – “Site is behind on payments” on new site + inactivity email

[Vishmay Group]

Title: Unable to add Confluence app – “Site is behind on payments” + inactivity email on new site

Hi Team,

I’m facing an issue while trying to add Confluence to my Atlassian Cloud site.

Site URL: vishmaygroup.atlassian.net

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Issue:
When I try to add Confluence (free plan) to my existing site, I get the following error:

“Unable to add app – This can happen when a site is behind on payments.”

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Additional Context (Important):
I also received an email from Atlassian stating:

“Your subscription will be deactivated due to inactivity soon”

This is confusing because:

• The site appears to be treated as inactive
• But at the same time, I’m unable to activate/install Confluence due to a billing-related error

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Current Situation:

• This is a newly created site
• I am trying to use the free version of Confluence
• I am an admin of this site
• Confluence is not installed
• /wiki URL returns 404
• Unable to activate the product

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What I have tried:

• Adding Confluence via Atlassian Admin → Add app
• Logging out and logging back in
• Trying different browsers
• Accessing the site directly via /wiki

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Request:
Could someone please help:

1. Check and reset the billing/subscription state of this site
2. Clarify why the site is marked both “inactive” and “behind on payments”
3. Enable installation of Confluence (free plan)

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This seems like a provisioning or billing state issue on a newly created site.

Any guidance or support would be greatly appreciated.

Thanks!

[Tomislav Tobijas]

Hi @Vishmay Group ,

Can you go to admin.atlassian.com/billing and select your billing account and check the Subscriptions and Inactive tabs to see if any apps (like a Jira trial that came with the site) have an "Overdue" or "Suspended" status? 

Confluence might be sitting in the "Inactive" tab, so you might need to reactivate it (more on that here: Reactivate a subscription) 👀

I'd maybe suggest reaching out to billing and licensing support here: Atlassian Support: Pricing, Billing & Licensing, as they will be able to check the current site and app statuses and provide guidance on what to do next and how you can reactivate Confluence on your site. 👈

Cheers,
Tobi