Jira pages cannot find existing confluence account

[JaredH]

I am attempting to setup Jira pages to connect to our Confluence account, yet it doesn't seem to find our Confluence license. If I click the "Try it now" button on the Pages screen, I get an error that we don't have a valid Confluence account. This issue also persists as our Jira members often click the "Try Confluence" (and vice versa) adverts in the apps and I get emails to try those services, which we already have.

[Trudy Claspill]

Hello @JaredH 

Can you provide screen images of what you are seeing on the Pages screen where you are clicking "Try it now", and the error message you get when you click that button?

Does the Confluence instance you access have the same base URL as the Jira instance you access?

[JaredH]

Hi, @Trudy Claspill , thanks for the assistance. They both have the same base URL, which is the cloud atlassian.net domain. One is <company>confluence.atlassian.net and the other is <company>jira.atlassian.net.

I've attached the requested screenshots. The error message is unexpected as I can see the billing is up to date on the admin billing page (we went through a whole ordeal on the renewal). I checked to see if there were any apps that had billing issues, but we have no marketplace apps installed on Confluence.

[Trudy Claspill]

Hello @JaredH 

I suspect that these Jira and Confluence are not installed on the same site. Typically when the products are on the same site the have identical base URLs, as in company.atlassian.net 

To access Jira versus Confluence on the same site would require appending /jira or /wiki after the base URL.

You have provided a screen image that looks like it comes from the Billing area for the site where Confluence is installed. If Jira was installed on the same site it should also appear in the Billing list. It is possible that your access doesn't permit you complete access to the Billing information.

Also, if Confluence was installed on the same site as Jira then you would not be getting the "Try it now" prompt. Instead you would be getting a prompt to connect to Confluence. The "Try it now" prompt usually displays only if the other app, in this case Confluence, is not installed on the site 

As a user community we don't have access to your sites or subscription information. So I recommend that you contact Atlassian directly to clear this up.

https://support.atlassian.com/contact/#/

[JaredH]

Goodness, I knew it, but thought I was just crazy to assume so. Appreciate your time to explain so I know what to expect when contacting support.