Can't activate a free trial: "We ran into a little trouble"

[Time Gestão]

I'm trying to start a free trial of an app (Power BI Connector by AppFire).

However, every time I click on "Start free trial," I receive the following message:

"We ran into a little problem:
Unfortunately, we're unable to process your request. Please try again in some time."

I’ve already contacted the app’s official support team, and they informed me that the issue is related to the Atlassian Marketplace, not their app.

It has been several days since this message first appeared, and nothing has changed. This issue only occurs with this particular app.

Note: I had previously applied for a free trial, but the app’s support insists that I need to open a ticket with Jira support.

Thank you!

[Time Gestão · Accepted solution]

I opened a Jira ticket yesterday, and they resolved it.

The problem was that our card expired before our change, so Jira and the apps couldn't validate it.

After this, the Power BI Connector App blocked and did not change to available again, Jira support restart everything in our account about billing and apps and now its working again.

I really appreciate your time and effort into this. 

Thank you all for your support!

[quentin_leroy]

Hello @Time Gestão

I am Quentin, a Senior Product Manager at Appfire. 

We are sorry to hear about your experience, I understand this must be frustrating. I just tested the installation of the Power BI Connector on my Jira instance and could not reproduce the error. 

I would like to dedicate some time this week to help you install the Power BI Connector and perform a demo with you. If you can schedule a slot with me though Calendly, I will personally make sure the solution is working for you.

https://calendly.com/quentin-leroy-appfire/power-bi-demo

Have an excellent start into the new week! 

Best Regards,

Quentin

[Time Gestão]

Hello!

Is there a way we can do this over message? I know it's harder, but I'm not a native English speaker.

I think this will make it easier form me to understand what to do and to give you the correct information.

I already have an open ticket with App Fire support regarding the license, but I haven't received any response yet.

If you prefer, I can email you all the steps I've taken so far.

Thank you for your help!

[quentin_leroy]

No worries @Time Gestão , I totally understand :) 

Could you send the link of your support ticket, so that I can follow up directly with you? 

Here it is: quentin.leroy@appfire.com

Thank you! 

[Joseph Chung Yin]

@Time Gestão -

Welcome to the community.  Here is how to obtain Atlassian Support Team -

https://support.atlassian.com

Submit your ask there and they should be able to find out further insights of your site issue with add-on activation from the backend syslogs.

Hope this helps.

Best, Joseph Chung Yin

[Time Gestão]

Hi Joseph, Thank you for your support!

When I try to open a ticket for this app this message appears:
" Please scroll up and choose the Atlassian parent product you are trying to install your app on"

But I didn't understand what type of support ticket I should open.

Thank you!