Cannot install Marketplace apps requiring “Try it free” – billing configured – Free apps work

[Christer Palm]

Hi everyone,

I'm running into an issue installing Marketplace apps on our Jira Cloud Free site and hoping someone has seen this before.

Problem

When trying to install apps that require “Try it free”, I consistently get the error:

“We’re unable to process your request. Please retry again in some time.”

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What works

• Free apps that do not require a trial/license install successfully
  (example: Issue Time in Status Reports)

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 What fails

• Apps requiring “Try it free” fail consistently
  (examples: Time in Status, Planyway)

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What I’ve verified

• User is:
  • Organization admin
  • Billing admin
• Billing is fully configured:
  • Billing address 
  • Sold-to address 
  • Valid payment method 
• Jira site appears under:
  • Billing → Subscriptions (Free plan, active)
• User-installed apps are allowed
• Tried installing:
  • From inside Jira
  • From Atlassian Marketplace
  • In incognito browser session
• Issue is reproducible across multiple apps

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 Observed pattern

• Marketplace access works (free apps install)
• Only trial license provisioning fails

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 Suspected cause

This appears to be a stuck or corrupted Marketplace entitlement / licensing state, possibly caused by earlier attempts before billing was fully configured.

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 Question

Has anyone encountered this situation where:

• Free apps install fine
• But all “Try it free” apps fail

If so:

• Is there a workaround?
• Or does this require Atlassian to reset something backend-side?

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Additional context

This affects all trial-based apps, so it’s not app-specific.

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Thanks in advance for any help!