Why doesn't Rovo show up in my Jira Cloud Standard Instance that is currently free

[Crimsalytics]

Does anyone know why Rovo isn't showing up in free Jira Cloud Standard instances?  All I read suggested that it was available in Jira Standard, which is what I happen to have.  That said, it's currently free as I have less than 10 users.  Trying to do some development with it.

[Dr Valeri Colon _Connect Centric_ · Accepted solution]

Hey ya'll hey, This has come up in the Champions internal Slack as an FAQ @Crimsalytics @Tomislav Tobijas @Laura Campbell @Bryan Guffey please help spread the good word...

There are a couple things happening here. First, Rovo is still being rolled out to Standard plans, so even if docs say it’s included, your site may not have it yet (as support confirmed). Second, org setup matters—verified domains (non-gmail) are often required. Lastly, “Standard free (under 10 users)” can still behave differently than paid Standard. If all looks correct, support can enable it manually.

[Tomislav Tobijas]

To quickly chime in here, and it's related to this:

...verified domains (non-gmail) are often required...

Basically, I had an instance where I was an Org admin with my private @Gmail.com account.

After discussing it with support, I had to do the following for them to activate Rovo:

1. Add my business account that has a company domain to the site
2. I made two updates after that:
   1. Made this company account Org admin
   2. Added the same account as billing admin
3. Once that was done, they had activated Rovo on that particular site.

Note that my private account is still acting as the primary owner for the whole org. I also haven't tried removing my business account from that Org and I'm not sure what will happen with Rovo once I remove it.

But, point of the story - I haven't verified any domain under that specific Org where I've asked support to activate Rovo, and the domain from my business account is verified but under a different/company Org. 👈

[Crimsalytics]

Heard back from support today and they said that they're still rolling out Rovo to Standard customers even though the docs suggested said this would be done later in 2025. 

My site wasn't on the list yet and they indicated they would target this Friday, so hopefully that pans out and I'll be building Rovo based features this weekend!

[Crimsalytics]

My site was updated to enable Rovo.  Atlassian support added me to the list and it was live this past weekend!  Started building some Rovo capabilities into my forge app :)!

[Tomislav Tobijas]

Hey @Crimsalytics ,

Have you enabled/activated AI in admin.atlassian.com? The article about that is here: Activate AI for apps 

Although I have to say, I believe I'm experiencing a similar thing on one of my instances, where I have a trial for Teamwork Collection. Everything is enabled there, but I still don't have Rovo features, nor is it listed under the "Apps" section. 🤔
I was planning to debug that this weekend.

What you could do now, as you're on a paid plan, is to reach out to Atlassian Support for them to confirm what's going on. It shouldn't be a phased rollout anymore, but it might be the case that new instances, or once you switch from Free to paid plan, it just takes some time to get Rovo 👀

I'm probably going to raise a ticket myself today so I can keep you posted about any findings.

Cheers,
Tobi

[Crimsalytics]

Hi Tobi,

It shows that I'm on the "Standard Plan," which is free right now b/c I have fewer than 10 users.  It's really just my dev site for building apps.  I compared AI Settings on a separate Jira cloud site and under AI Settings, there's a Rovo bullet whereas my site that doesn't have that is missing it.

One other thing is when I attempt to upgrade my site to something beyond Standard, it shows I'm on Standard and lists Rovo as one of the features :-(!

I filed a ticket w/Atlassian support.  This is pretty confusing.

[Tomislav Tobijas]

So... wow 😯

Support staff just pointed this out:

Organization admins need to use verified accounts with a business domain (for example, @yourcompany.com). We’re unable to enable Rovo on sites where the organization is registered with a generic email domain such as gmail.com or msn.com.

- source: What is Rovo? 

Basically, it seems you need to have verified domains within the Org, and the org admin needs to come from one of the verified domains for Rovo to be enabled 🫠

[Crimsalytics]

One of my sites has a corporate email associated with it.  The same corporate email that was used to create the account to submit the app to the marketplace.  I also filed a ticket with this account so maybe something isn’t set up properly on my end and the ticket will make this clear?

[Tomislav Tobijas]

Yeah, I'm not sure. I've used Rovo a lot (pretty much on every instance), but they all had their own verified domains. I'm keen to hear what they will say to you. Would be great if you could share the resolution once you get this sorted out. 🙏

[Laura Campbell]

@Crimsalytics This documentation page says 

• No Free Tier: There are currently no plans to offer a free tier of Rovo. All access is through paid Atlassian Cloud subscriptions.

You may need to pay for your handful of users in order to get access to Rovo.

https://support.atlassian.com/rovo/kb/understand-rovo-billing-and-managing-costs-in-atlassian-cloud/

[Bryan Guffey]

@Crimsalytics - 

did you sign up with a generic email domain like gmail.com or outlook.com?

[Crimsalytics]

I have two different jira cloud sites.  One I signed up with gmail before I had my corporate email and then I signed up with a jira site with that corporate address.  Both say standard plan with fewer than 10 people and both do not have access to Rovo.

Does anyone have a free site with fewer than 10 people on the Standard tier that shows Rovo chat in Jira?