When I try to add the app to my organization, I get an error and it won't let me.

Question

I am the administrator of my organization. I have added the Jira Software app and Jira Management Service to test without problems, but when I try to add the Confluence app to my organization, I get an error and it won't let me add it. It tells me to contact support.

Oleksii Melnyk _MOY Apps_ · Answer

Hi @jose espin !

You’re not doing anything wrong — this is a fairly common issue when switching plans in Jira Cloud.

When moving back to the Free plan, Jira sometimes fails to reactivate due to backend or billing state inconsistencies (for example, unfinished billing transitions, expired trials, or cached subscription data). Unfortunately, this isn’t something that can always be fixed from the UI. So just try to contact Atlassian support.

Trudy P Claspill · Answer

Helo @jose espin

Welcome to the Atlassian community.

Has Confluence ever been part of the site previously? Was a previous subscription to Confluence cancelled for this site? If so, when?

If a previous subscription to Confluence was cancelled for the site that process may not yet have been completed. Until Atlassian completes the cancellation process on their side, the app would not be able to be added to the site again.

That error can also occure if there is some sort of outstanding billing error.

As @marc -Collabello--Phase Locked- indicated, you should open a support case. If you are using all Free subscriptions you won't be able to open a support case directly at https://support.atlassian.com/contact/#/   Instead you would need to go to the Billing/Licensing/Pricing Support page and complete the form there to get assistance.

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

marc -Collabello--Phase Locked- · Answer

Most likely you need to contact support at https://support.atlassian.com