Unable to install draw.io Diagrams & Whiteboards  to our confluence

Ahamed Hija Fuard November 8, 2023
I am unable to install draw.io Diagrams & Whiteboards  to our confluence 
below is the error message i am getting
"Unable to install draw.io Diagrams & Whiteboards 
Please reconfirm your payment details and license status, and try again to install the app"
It says INACTIVE SUBSCRIPTION & unable to re subscribe
Please help...
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2 answers

1 vote
Ahamed Hija Fuard November 9, 2023

@Bastian -drawio Diagrams- @Wasim Thank you once again for the support reply. I was able to do resolve it by contact the contact Atlassian billing support 

https://support.atlassian.com/contact/#/

There was a prompt reply soon after submitting the ticket and the app got reactivated!

Meanwhile I received a price from in the same reply too.

Great!

Ahamed Hija Fuard November 9, 2023

image.pngimage.png

1 vote
Wasim November 8, 2023

Hi @Ahamed Hija Fuard ,

 

Welcome to the Atlassian Community!!

It occurs when you missed payment for paid ones or payment method missing or being incorrect.

 

Please refer the below link to get more about the issue:

https://jira.atlassian.com/browse/MP-18

or

New addon installation may fail on a site with annual payment if there are paid addons in suspended status. 

 

There is an Atlassian recommended article related to the suspension go through it as well:

https://community.atlassian.com/t5/Jira-questions/How-to-re-subscribe-to-suspended-subscriptions/qaq-p/799563

 

Hope the answer is helpful. If it is, hit on accept button for others😊.

 

Best Regards,

Wasim

Ahamed Hija Fuard November 9, 2023

@Wasim Thank you for the reply. I am still unable to resolve. I do not have any issues with confluence subscriptions. but I only have problem in resubscribing the draw.io diagrams & whiteboards to confluence . if you can help me please. and I do not find an option to add payment/billing for this draw.io diagrams & whiteboards to confluence...

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Bastian -drawio Diagrams-
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
November 9, 2023

Hi @Ahamed Hija Fuard ! If the Solution that @Wasim provided doesn't help you, you can try to un- and reinstall draw.io in your Cloud environment. Your existing diagrams won't be affected by it. If that also doesn't work, please turn to our tech support team to speak to our engineers directly. May you please contact them via support@draw.io, also sharing your Atlassian Cloud URL.

Like Neghena drawio Diagrams likes this
Ahamed Hija Fuard November 9, 2023

@Bastian -drawio Diagrams- 

Thank you for responding promptly. I uninstalled it and then when I go to re-install, it says as "Unable to install draw.io Diagrams & Whiteboards Please reconfirm your payment details and license status, and try again to install the app." I am in the need of your tech support directly please. May I get one more assistance from you please about where to find the exact  Atlassian Cloud URL in my portal? appreciated if you could direct me pleaseimage.png

Bastian -drawio Diagrams-
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
November 9, 2023

Hi @Ahamed Hija Fuard ! You Atlassian Cloud URL is the one you see in your browser when you access Confluence or Jira, like https://yourcompany.atlassian.net/

Please contact our tech support via email, they will help you out asap. We are covering basic support requests in the Community forum, but we can't offer tech support as it takes more insights and a closer look at things. 

Ahamed Hija Fuard November 9, 2023

@Bastian -drawio Diagrams- well understood! appreciated your prompt replies and effort to direct me towards resolving the issues. Thank you. I will shoot an email to the tech team and waiting for a great assistance !

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