External Share for Confluence can't install after uninstalling

Question

We were having an issue with the External Share for Confluence third party app and were prompted by support to uninstall it from our site. After doing so, when I try to re-install it I get the generic "We are unable to do it at this time. Retry again after some time" error. I was told that I may need to remove the billing subscription from my account to fully redo the app, but was instructed that I need Atlassian support. They haven't answered my ticket I put in on Friday at high priority. What should I do next?

Kris Klima _K15t_ · Answer

Hi @Caleb Webb

Does the problem still persist?

Might sound trivial but I've seen this message so many times... and with one exception, everything went smoothly a couple of days later.

There were two separate incidents affecting marketplace apps between April 8 and April 13 and they may have an impact.

This is a useful resource for passive troubleshooting: https://developer.status.atlassian.com/

Trudy P Claspill · Answer

Hello @Caleb Webb

Welcome to the Atlassian community.

Did you create a case with Technical Support at https://support.atlassian.com or did you create a case with Billing support at  https://www.atlassian.com/company/contact/purchasing-licensing#/

Arkadiusz Wroblewski · Answer

Hello and welcome @Caleb Webb

For a High priority case from Friday, and with today included, you are still only at about two business days. On a Standard support plan, that is not really unusual yet.

To keep things clear, it is better to wait for the support team to come back on the open case.