Backbone issue sync installation fails in the project

[Maarius Urvet _Zaproo_]

What happened

• Backbone was previously installed under a trial or license that has now expired.

• When you removed the app and tried to reinstall it, Atlassian blocked the installation because the old license is in an expired/invalid state.

• Backbone support cannot reactivate it themselves anymore — only Atlassian can reset/reactivate the app license on your Jira instance.

• Your Jira site: https://mylook-zaproo.atlassian.net

• App: Backbone Issue Sync

• Problem: Previous license expired end of January, app was removed, and now reinstall fails

• Say that Backbone support approved reactivation and include their message as proof

Backbone support message:

It seems that the previous license for this instance expired end of January this year (https://mylook-zaproo.atlassian.net/, E-43P-DDR-8BY-8XS). Therefore, when trying to install it again, it fails. Unfortunately, we can’t activate it for you again, but Atlassian (Jira team) can. Therefore, please reach out to Atlassian support support.atlassian.com to get it reactivated. Feel free to add this message as our approval for the reactivation.

 Atlassian need to do: 

• Reactivate the expired license or

• Fully reset/remove the old license so you can start a new trial

Best regards,

Maarius

[Shalini Pradhan · Accepted solution]

Hello @Maarius Urvet _Zaproo_ ,

Good day! Welcome to Atlassian Community :)

I checked for the site https://mylook-zaproo.atlassian.net and can see the app has been deactivated. Kindly allow me to check with the internal team and will update you.

[Shalini Pradhan]

Hi @Maarius Urvet _Zaproo_ ,

The app: Backbone Issue Sync has been reactivated now. To avoid future deactivation, please make sure add a payment method on your billing settings.

[Matthias Gaiser _K15t_]

Thank you @Shalini Pradhan for all the help!

[Shalini Pradhan]

You are welcome 

[Kai Krause]

Hi,
i have send this thread to Atlassian. Wait for the reaction. 

BR
Kai

[Matthias Gaiser _K15t_]

Hey @Maarius Urvet _Zaproo_

I'm Matthias from the Backbone team at K15t. I'm assuming you're posting your issue here in the public community because you have a free Jira license and are not able to post a support ticket yourself?

Hopefully, you get some help since @Kai Krause already escalated it. In case you need additional help, please let us know in your support ticket and we're happy to help.
If you don't get any help in the next days, we can also contact our Atlassian contacts to sort out your problem.

All the best,
Matthias.