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Problems with APP ProductGO by Devsamurai

Admin Hawk Branco

I have ProductGo from DevSamurai installed and I've been using it for a while, but it recently stopped working and now shows a message saying: "The license for this app is either missing or invalid. To continue using the app, please purchase or renew the license."
I contacted DevSamurai and they told me it's an issue on Jira’s side. I'm using a free Jira account for testing, so I can’t request Jira support.
Any suggestions?

Accepted answers

Trudy P Claspill

Hello @Admin Hawk Branco

Are you paying for your subscription to the ProductGo app?

Have you tried contacting the Billing, Licensing, and Pricing team at Atlassian? You can do that by completing the form at this site:

https://www.atlassian.com/company/contact/purchasing-licensing#/

You can reach out to them even when you are using a Free subscription.

Liam Do - DevSamurai

Hi @Admin Hawk Branco

I'm Liam from the DevSamurai team. To make sure everything is still within the license limit, could you please:

Go to https://admin.atlassian.com/billing/
Find ProductGo - Agile User Story Map, Portfolio Roadmaps & Persona for Jira in the list of apps
Open the subscription details

Your screen will look like this:

CleanShot 2025-12-11 at 10.04.21@2x.png

Could you send me a quick screenshot of that page? I just want to double-check that the current user count hasn’t gone over the licensed limit (sometimes Jira counts users a bit differently than expected).

Thanks a lot for your help!

Liam

All comments

Trudy P Claspill

Hello @Admin Hawk Branco

Are you paying for your subscription to the ProductGo app?

Have you tried contacting the Billing, Licensing, and Pricing team at Atlassian? You can do that by completing the form at this site:

https://www.atlassian.com/company/contact/purchasing-licensing#/

You can reach out to them even when you are using a Free subscription.

Admin Hawk Branco

The Jira license is Free, and the ProductGo app is supposed to follow the same status as long as the Jira license doesn’t change. I have the same setup in another project and didn’t run into this issue there.

Liam Do - DevSamurai

Hi @Admin Hawk Branco

I'm Liam from the DevSamurai team. To make sure everything is still within the license limit, could you please:

Go to https://admin.atlassian.com/billing/
Find ProductGo - Agile User Story Map, Portfolio Roadmaps & Persona for Jira in the list of apps
Open the subscription details

Your screen will look like this:

CleanShot 2025-12-11 at 10.04.21@2x.png

Thanks a lot for your help!

Liam

Admin Hawk Branco

Thanks for responding. I sent a request to Subscription Support to reactivate the product and I’m waiting for it to be resolved. If not, I will reach out again.

Admin Hawk Branco

Thanks for responding. I sent a request to Subscription Support to reactivate the product and I’m waiting for it to be resolved. If not, I will reach out again.

Liam Do - DevSamurai

Sure thing! Feel free to reach out anytime 🙌

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