Did you buy the plugin license through marketplace.atlassian.com or directly from the vendor? The plugin is a 500user license, what is your product license tier? If they mismatch, that is the problem. They have to match with few exceptions. If you bought directly from the vendor, they'll have to handle the adjustment on their end and send you a new license key. If you bought from the marketplace you should create a case at support.atlassian.com (rather than here). If you've already done that then I would escalate the issue through those channels. If you should have a higher license tier, perhaps you can do an upgrade via the marketplace or my.atlassian.com and handle it that way?
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