Cant Add Jira Discovery

[Ben Kordulla]

Hi,

i am one of the org admins on my atlassian site but i cant add the Jira Product Discovery.

While I can add the statuspage app (as shown in the screenshots)

And somehow it is offline/deactivated but i cant reactivate it (i want to use 7 standard Licences)

Any Idea what I am doing wrong?

[Dave Mathijs]

Hi @Ben Kordulla Welcome to the Atlassian Community Forums!

Are you able to show a screenshot of your Billing page? The error message indicates this can happen when you're behind on payments or if you haven't added payment/billing details yet.

If you're unable to reactivate an app, I suggest to contact Atlassian Support directly and submit a support request to re-activate a product/an app.

[Ben Kordulla]

Hi @Dave Mathijs ,

here is the screenshot of the Billing page.

I did also open a Ticket directly to Atlassian

[Germán Morales]

Hi @Ben Kordulla , welcome to the Atlassian Community!

Jira Product Discovery is already attached to the site, but its subscription is deactivated. You need to reactivate the existing subscription rather than add the app again.

• Open Atlassian Administration billing and select the relevant billing account.
• Go to Subscriptions → Inactive, find Jira Product Discovery, and select Reactivate.
• Review the payment details and confirm the reactivation.

If you cannot access the billing account or do not see the Reactivate option, ask a billing admin to perform these steps. In the improved billing experience, organization admin access alone does not provide full billing-account permissions.

Once the subscription is active, keep the Standard plan and grant Jira Product Discovery app access to the seven users who need creator capabilities. Other users can participate as unlicensed contributors. If Jira Product Discovery is missing from the Inactive tab or reactivation returns the same error, follow Atlassian’s subscription reactivation procedure and use its contact option.

[Ben Kordulla]

The Problem with that is, that the subscribtion is not there 

[Germán Morales]

Thanks, these screenshots confirm that my earlier reactivation path was not applicable. Your paid subscriptions are partner-managed, and Jira Product Discovery is not shown in either the partner-managed or direct-billing Active and Inactive lists.

First expand the 4 linked subscriptions under Jira and enable Show free apps, simply to confirm that no Jira Product Discovery entitlement is nested or hidden. If it is still absent, contact the billing partner listed under Key contacts and ask them to order Jira Product Discovery Standard for 7 creators and provision it to the existing site. Atlassian explains that customer contacts can view or deactivate partner-managed subscriptions, but cannot reactivate them themselves, and directs Jira Product Discovery purchases through the existing Atlassian Partner.

If the partner cannot place or provision the order because the site continues to report Jira Product Discovery as deactivated, the error suggests that an old entitlement may need to be reconciled by Atlassian Support. Share these screenshots with the partner or Support, as there is no additional self-service reactivation available in the portals you showed.