Appfire analyzed a HAR from the affected account and found that Atlassian's platform-level licensing response reports all product editions as unlicensed for Atlassian Account ID 712020:7a6931c6-0ea1-4dc5-898e-ad3d81f760d1, even though Atlassian Administration shows the account has active Jira product access.
I have now completely revoked the affected account's Jira User entitlement by removing it from all groups granting the Jira User role. I confirmed in Atlassian Administration that Jira no longer showed the User role, waited for propagation, then re-added the account to the Jira users group and confirmed the User role was restored.
After signing into a fresh browser session, Atlassian's Marketplace licensing signal still reports the account as unlicensed and Rich Filters continues to fail. Another Atlassian account on the same site works correctly.
This therefore does not appear to be a Marketplace app configuration or stale browser issue. How can the platform-level product entitlement/licensing record for this specific Atlassian Account ID be resynchronized or escalated for investigation?
The affected account can otherwise use Jira normally, including accessing projects and issues. The licensing failure appears specific to the platform-level licensing information exposed to Marketplace apps.
