Jira Service Management free trial - something went wrong message

Question

Hello,

I am currently using the free trial of Jira and would like to activate Jira Service Management as well. However, when I click on "Get started," I receive the message: "Something went wrong."

Could you please advise on how to resolve this issue?

Thank you in advance.

Tomislav Tobijas · Answer

Hey @Nedzad Junuzovic ,

Did you manage to resolve this? If not, you can always reach out to the billing and licensing team through this channel: Atlassian Support: Pricing, Billing & Licensing (no paid subscription needed) 👈
They do handle these kind of requests and issues and should be able to help out.

Cheers,
Tobi

Nedzad Junuzovic · Answer

I tried all suggested, but contacting Atlassian Support since I am on free trial, currently.

Thank you Laura for suggesting possible solution

Nedzad Junuzovic · Answer

Yes, here is a reply:

Thank you for sharing those screenshots. I can see you're trying to activate the Jira Service Management Free plan via the Service Collection page, and clicking "Get started" results in a generic "Something went wrong" error.

Unfortunately, I don't have the ability to activate products or troubleshoot site-level provisioning errors directly. However, here are the most common causes and steps to resolve this:

Try these troubleshooting steps first

Clear browser cache and cookies, then retry — or try in an incognito/private window.

Try a different browser — sometimes browser extensions (ad blockers, privacy tools) can interfere with the activation flow.

Verify your admin permissions — you need to be a Site Administrator to add new products. You can check this at admin.atlassian.com → your site → Administration → look for product management options.

Check for existing JSM activation — it's possible a previous activation attempt is stuck. Go to admin.atlassian.com → Products and see if Jira Service Management already appears (even partially).

Try activating from admin.atlassian.com directly — instead of using the in-product "Get started" button, go to admin.atlassian.com → select your site → Products → Add product → choose Jira Service Management.

If the issue persists

Since the error page itself suggests it, the best next step would be to contact Atlassian Support directly:

Go to https://support.atlassian.com

Select Jira Service Management → Billing & licensing or Product setup

Include your screenshots and your site URL so they can investigate the provisioning failure on their end

This type of generic activation error is often caused by a backend provisioning issue that only Atlassian Support can diagnose and resolve from their side.