unable to upgrade Jira server to higher tier (25 users)

[tan aik tat]

I have requested for an upgrade of existing server (starter-SEN-xxxxxxxx) to 25 users.  However, I received as a new product with different SEN number.  And, I wasn't able to apply the license key to the existing License key.

The error message as below:

The license could not be installed.

This license is not for the selected product. Please make sure that the license is for the selected product and contact Support if the issue continues.

[Andy Heinzer]

Hi @tan aik tat 

I understand that you have a 10 user starter license now, but want to upgrade to the 25 user license.  The fact that the SEN numbers here are different is not a limiting factor here.

However I can see that from the error message you are getting, that there might be some other problem here.  I was able to lookup your account and I can see that you have a Jira Software Server 25 user license.  I usually see this kind of error when trying to apply a Jira Software license to a Jira Service Desk application or vice versa.   The license key that you can obtain from the https://my.atlassian.com site is only expected to be applicable to Jira Software. 

Provided you are using Jira 7 or higher, then you should be able to go to ⚙︎ > Applications > Versions & Licenses and apply the new license key by clicking on the pencil icon next to the Jira Software entry there, like so:

If you're using Jira 6 or older versions, then the location to license Jira Server and Jira Agile in those versions are slightly different.

Could you let me know what version of Jira you are currently running?  I'd also be interested to see if you can grab a screenshot of when you see this error, it might help give us some other clues about the problem itself.

Thanks

Andy