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My Subscription for Issue Checklist for Jira. Pro incorrectly cancelled. Reactivate error

Akriti Gupta_5xtjnj

Hi Community,

Somehow my Issue Checklist for Jira. Pro Cloud subscription was auto cancelled after trial and now there is a tech issue in Jira that I cannot re-activate it. When i click reactivate it goes to a form. If i start a trial again it throws an error

Firstly, i added billing details before Trial and now jira platform is not workking for reactivation and my team productivity of 7 is nill as there is no response from support

Please re-activate my Issue Checklist for Jira. Pro ? Cloud subscription (ee071181-b691-3ca0-ae32-198ab7ccf921) on prio

and also also fix tech issue to allow users to reactivate and look into auto cancel when card is added.

My support ticket is CA-2309137

Accepted answers

All comments

Brant Schroeder

@Akriti Gupta Welcome to the Atlassian community

If you have a support issue with Atlassian then you will need to wait for them to complete it. There is nothing that the community will be able to do here. I am assuming that the support issue referenced is with Atlassian can you confirm?

Akriti Gupta_5xtjnj

Hey yes, but there is also a bug that i have found with reactivation. Would community help escalate it so it doesnt happen to anyone else

Akriti Gupta_5xtjnj

Thats the error

"License error

Your license status is unknown [none]. Please check your license in Jira settings"

Nic Brough -Adaptavist-

There's nothing we (the community) can do here, you need a fix from Atlassian, and "escalating" it here is just going to waste more time for them to tell us "yes, we already know"

Wojciech Wardaszko_p20bth

Hi @Akriti Gupta

I'm Wojciech, Customer Success Lead at HeroCoders, the team behind Issue Checklist.

We are in contact with you regarding your tickets. We had a meeting with your partner and explained that we do not have any means to control licensing as it is done entirely by the Atlassian Marketplace team.

Having said that, I'd like to point out that our terms specify the Service Level Agreement for support - we pledge to reply to every ticket within 24 business hours and our business hours are 8 AM to 5 PM Greenwich Mean Time.

Despite that, our agent @Adaeze Jude replied to your ticket HELP-4027 within 20 minutes since it came in, at what was for her 2 AM on Sunday/Monday night. As explained by your partner, that message was put in your spam folder by the email client.

I would appreciate it if you paid due diligence in the future before spreading false information about our support team or our products.

Best regards and I hope the Atlassian team resolves the issue with your subscription as soon as possible.

Akriti Gupta_5xtjnj

What do you mean by false information? No email from your rep came to us and it went to spam as explained

This thread is pointing to Atlassian support and not to your support in anyway.

The issue is still not resolved and my ticket is getting forwarded from to another Atlassian support department to another. and no help from Atlassian on phone as well

I understand from you that this is a an issue of Atlassian and not of you guys. Hence i'll work with them

Akriti Gupta_5xtjnj

Update for transparency: Issue has been resolved temporarily by Atlassian by reenabling the trial. They dont know why this issue happened. They were previously not able to re-activate due to a system issue.

Wojciech Wardaszko_p20bth

Thanks for the update. I'm glad to see that you're able to work again. I hope the app itself causes you no problems at all.

In regard to my initial response, by false information I mean that you said we did not reply while we did. The fact that it went to spam has nothing to do with us - it's sent from the universal email no-reply@automation.atlassian.com - and everything to do with the setup of your inbox.

It's customary to check the SPAM folder if you expect an email from a company and don't see it in your inbox. That's what I mean by due diligence.

I take great pride in the work of my team and I cannot allow people to think that we're unresponsive - this just isn't true.

Thank you for understanding. All the best!

NoName_ffzb3m

Did they ever fix this for you? The same thing happened to us. I thought it would automatically convert to a paid version if we didn't cancel but it didn't and we can no longer access our checklists.

Wojciech Wardaszko_p20bth

Hi @NoName

Please reach out to the Atlassian Support Team. We, as the vendor, do not have any control over licenses.

When a trial does not automatically convert to a paid subscription, it's most often an issue with provided billing details, like a credit card hitting the limit or expiring. Re-adding a payment method and (if necessary) re-subscribing to the app might solve the problem.

We have raised a ticket with Atlassian on behalf of customers who encounter the Error: license status unknown [none], but they have not yet concluded their investigation.

Thank you for understanding that this issue is beyond our control, and that we're doing everything we can to address it with the responsible party.

Cheers!

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