Atlassian Cloud • Checked Rovo is missing? Check these things before opening a support requestn 24 October 2026 • Screenshots from my playground, using the German interface.
You open Jira or Confluence and cannot find Rovo. Or Search works, but Chat and Agents do not. Those symptoms do not necessarily have the same cause.
Here is a practical checklist to help you collect the right information before asking your administrator or Atlassian Support.
1. Identify what is actually missing
Start with the symptom:
- Rovo is missing completely.
- Search works, but Chat or Agents are unavailable.
- One particular agent is missing.
- A colleague can use the feature, but you cannot.
- The problem affects a sandbox rather than production.
A missing agent is not automatically an organisation-wide Rovo activation problem. Keep the scope clear before changing anything.
2. Check the account, site and organisation
Confirm that you are using the intended Atlassian account and site. An organisation admin should also check that Atlassian Administration is open under the correct account and organisation.
While preparing this guide, Jira opened my playground with my personal account, but Administration initially used a different signed-in account and displayed “Permission required.” Switching to the playground account made its administration available. That was an account-context issue, not proof that Rovo was missing.
Do not request additional permissions until you have checked which account is active.
3. Open the Rovo access page
In the playground, the current path is Atlassian Administration → AI and Rovo → Access.
The German labels shown below are KI und Rovo → Zugriff. Other navigation versions and documentation may use Rovo → Rovo access.
Screenshot 1: The actual playground navigation. “Zugriff” means “Access.”
You need the organization administrator role to manage these controls. Being an administrator inside a Jira project does not by itself establish that role.
Reference: Manage Rovo access
4. Read the blocklist correctly
The playground page uses a blocklist, labelled Negativliste in German.
An empty list is not an activation failure. In this screenshot, the page explicitly says that Rovo features are available for all apps and that no apps have been blocked.
Screenshot 2: “0 items” means no apps are listed as blocked. “App hinzufügen” adds an app to the blocklist—it is not an activation button.
For the affected app, check whether it is listed as blocked. On Enterprise, also check the applicable group-level access controls.
Review intentional restrictions with your administrator before changing them. An empty blocklist does not prove that every feature or individual agent is available to every user.
5. Separate Search from AI-powered features
Rovo Search and Rovo Chat are different checks.
Atlassian lists Search among the capabilities that can remain available when AI-powered features are disabled. Chat and Agents depend on those AI features.
“Search works” is therefore useful evidence, but it does not settle why Chat is unavailable.
Reference: How to enable Rovo
6. Check eligibility and environment
Verify the subscription and activation requirements against the current documentation. Atlassian documents Rovo availability for eligible paid Cloud plans and lists a verified business-domain requirement for activation.
Do not treat one working playground or a changed email address as proof that another organisation meets the requirements. Existing access and eligibility for a new activation are different questions.
Check sandbox settings separately. Atlassian’s troubleshooting documentation says sandbox environments require manual enablement. A site named “playground” is not necessarily an Atlassian-managed sandbox.
Some apps also have additional app-specific configuration. Check the affected app rather than assuming that one organisation setting explains every symptom.
References: What is Rovo? · Troubleshoot Rovo
7. Bring useful evidence to the next person
When the expected feature is still unavailable, provide:
- The affected app, plan, and production or sandbox context.
- The exact missing feature or error.
- Whether one user or several users are affected.
- When it last worked, with the time zone.
- The account and access checks already completed.
- A sanitised screenshot.
Send private account identifiers and site details through the appropriate support channel. Keep tokens, passwords and customer information out of public Community posts.
“Chat is unavailable for these users, but Search works” gives the next person a much better starting point than “Rovo does not work.”
