Common reasons you can't add a new product

[#1]

Are you an Atlassian Cloud admin having trouble adding a new product to one of your sites?

The most common reasons for difficulties are:

1. Payments for your site are out of date
2. Your site is set up for annual billing
3. You’re trying to add a product to a site in Sandbox mode

Use this guide to troubleshoot these issues and try to add the product again.

Check your payments are up to date

Adding a product might be prevented if your payments or payment details aren’t up to date. 

If you’re a Cloud site admin, you can check or fix this easily with the following steps:

1. Go to https://admin.atlassian.com/
2. then select your site
3. Then choose "Billing details"
4. You can update the payment method here as well.

Alternatively, if you’re a billing or technical contact on the account for that Cloud site:

1. Go to https://my.atlassian.com/
2. locate the Cloud site in question listed there,
3. and then you can update the payment details on that page for that site.

If you’re NOT a billing/technical contact on the account or an admin, then visiting those URLs won't show you the cloud site. You’ll likely want to reach out to your teammate that has this level of access to work with them to resolve this. 

Make sure you’re on a site that's Free or billed monthly (not annually)

Some products can’t be added to sites that are setup to be billed annually.

You can add the product to another site if it’s got a Free license or if it’s set to be billed monthly (instead of annually).

If you’re a Cloud site admin you can check and update your site’s billing here: https://admin.atlassian.com/billing-preview 

We recommend swapping to a Free site (or creating one) and trying to re-add the product.

You can swap or create a new Free site from here: https://start.atlassian.com/

Make sure the site you’re adding the product to isn’t a sandbox

A sandbox is an isolated environment where you can test and experiment before making changes in production. People generally use sandbox sites to test Atlassian changes or migrations from server to cloud. Sandboxes can be easily deleted and recreated, and any change made within a sandbox won’t affect production.

You can't add a new product to a sandbox site. You’ll have to swap to a non-sandbox site. 

This is an example of a sandbox site URL: acme-sandbox-123.atlassian.net 

This is an example of a regular site URL: acme.atlassian.net

You can check and swap between sites here: https://start.atlassian.com/

Contact support

If you're still having trouble you can contact our Support team.

[Mavy David]

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