Can't install xray app to jira cloud

[Vlad Honcharov]

Can't install cloud version of xray app in Jira and start trial. I get the error shown in the screenshot. What could be the causes and solutions to the problem? Support from xray said to contact jira support. 

[Alex Koxaras _Relational_]

Hi @Vlad Honcharov 

Yes, that would be the case. But I would recommend to wait indeed a bit and try again in a while. Usually it's just a glitch and it's autoresolved.

[Vlad Honcharov]

So far it hasn't fixed itself. 

[Alex Koxaras _Relational_]

@Vlad Honcharov then this shouldn't happen. Can you confirm that you are on a free plan? If not, you can raise a request directly to Atlassian at https://support.atlassian.com/contact

[Vlad Honcharov]

Alas on free plan so I can't open ticket 

[Alex Koxaras _Relational_]

@Vlad Honcharov ook, let me escalate this to an atlassian member on this community. Please be patient (1-2 days at most I believe).

[Andy Heinzer]

Hi @Vlad Honcharov 

I understand that you cannot install the Xray app.  I took a closer look at your site, and I can see there is a previous log entry of

06 May 2023, 06:40 AM UTC

Xray Test Management for Jira Cloud suspended Reason: suspended-payment

It appears that since your free site has no payment details on file, and because there exists a prior suspension of that app on that site, it can't start a free trial again here.  I believe this can be resolved by adding a credit card details to the payment section within either admin.atlassian.com or the https://my.atlassian.com page.

Otherwise I believe we would need to create a billing support ticket with our customer advocate CA team.  If you like I can try to create this on your behalf.

Please let me know.

Regards,

Andy

[Alex Koxaras _Relational_]

Hi @Andy Heinzer 

Thanx for pitching in dude! Appreciate it :)