Why my Jira App was rejected for timeout.

[Yong Zhao]

1. After submitting the app, I received an email saying that a JIRA ticket (ECOHELP-94575) had been created so I could track the review progress.

2. However, I never had access to that ticket throughout the process — the link always showed that I didn’t have permission.

3. Ten business days later, I was notified that the app was rejected due to a timeout, without any visible review updates or access to the referenced JIRA issue. 

Because I couldn’t see the ticket, I had no way to know what caused the delay, whether any action was needed from me, or whether the review was stuck. This lack of visibility makes it difficult to understand why the timeout happened or how to prevent it in future submissions.

I would like clarification on:

• What specifically caused the timeout?

• Why I was not granted access to the tracking ticket (ECOHELP-94575)?

• How to avoid the same issue during the next submission cycle.

[Yong Zhao · Accepted solution]

I identified the root cause of the issue. The ECOHELP ticket generated during the app submission contained several questions from the review team that required my response, but I did not have access to that ticket. Since I couldn’t view or address those questions, the review process eventually timed out.

The lack of access to both the ECOHELP ticket and the Service Desk was caused by a permission issue introduced during Atlassian’s ECOHELP migration. I also wasn’t able to submit a Service Desk request to resolve it. I had to escalate through other channels and contact support from another product team to get the permission problem fixed. Now the access issue has been resolved, and I can finally view the comments within the ECOHELP ticket.

[Carlos Garcia Navarro]

Hi @Yong Zhao ,

I'd recommend to contact Atlassian Developer and Marketplace Support here: 

https://developer.atlassian.com/support

https://ecosystem.atlassian.net/servicedesk/customer/portal/34

,and request some detailed logs that could point out which specific operation timed out and what the acceptable performance threshold is.

[Yong Zhao]

Thank you for the suggestion, but I also do not have Service Desk access.

When I attempt to follow the link, I receive the message:

“It seems that your account xxxx doesn’t have access to the help center.”

Even if I go through the Support page and select an issue type, the system redirects me back to the Service Desk page where I still have no permission. As a result, I am unable to view the referenced ticket or open a new support request.

Could you please confirm whether there is a contact email for the App Review team?

[Carlos Garcia Navarro]

Hmmm... can you access this page? https://developer.atlassian.com/support

And if so, can you select 'Questions about Marketplace'?

[Yong Zhao]

The link for “Questions about Marketplace” (https://ecosystem.atlassian.net/servicedesk/customer/portal/34/group/110/create/654) still shows an access issue — my account doesn’t have the required permissions to view it.