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Suggestion
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Resolution: Fixed
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None
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266
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The fix will introduce a new error message for the users which will occur if there's some issue with the license status of the App / site or the instance (jira/confluence) which looks like the screenshot below.
Most of the cases that have been analyzed internally are
- either the site of the user has not been renewed and is failing renewal due to the payment method missing or being incorrect
- the license of the app is in a suspended state.
Please reach out to the our support / billing team and they would take the required steps for the same. Please pay if any quote is generated and continue using the app.
The fix will introduce a new error message for the users which will occur if there's some issue with the license status of the App / site or the instance (jira/confluence) which looks like the screenshot below. Most of the cases that have been analyzed internally are either the site of the user has not been renewed and is failing renewal due to the payment method missing or being incorrect the license of the app is in a suspended state. Please reach out to the our support / billing team and they would take the required steps for the same. Please pay if any quote is generated and continue using the app.
Problem Definition
- There isn't any indication that a third-party app installation has failed due to a billing/expired evaluation issue
- Customers are left with the impression that the product is broken and are not given any direction
- Currently, the Manage apps > Audit log shows the site-admin having installed and then uninstalled the app immediately after installation - there is no indication that there has been a failure
Suggested Solution
- Add an audit log event informing users of the billing issue instead of silently failing
Why this is important
- The product experience for potential customers is not ideal
- Customers tend to be unaware of the issue and are left with the impression that there is a bug in our products
Workaround
- Start the third-party app installation and while the browser developer console is open. There should be a message as below:
{done: true, statusCode: 200, contentType: "application/vnd.atl.plugins.task.install.err+json", subCode: "upm.plugin.error.unexpected.error"} done: true statusCode: 200 contentType: "application/vnd.atl.plugins.task.install.err+json" subCode: "upm.plugin.error.unexpected.error" - The message is generic and can refer to another issue, but is a good starting point
- relates to
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MP-50 App install fails silently in case of issues with the payment method
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- Closed
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- Closed
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AMKT-25047 Failed to load
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UPM-6047 Prevent customers from attempting to trial an app when account is in arrears
- Done
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UPM-6100 UPM error message is too vague when a trial app cannot be licensed due to missing or expired payment details
- Needs Triage
| Form Name | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
[MP-87] Customers should be informed that third-party app installations are failing due to non-payment or expired evaluation
Thanks a lot for finally doing something about this. This is appreciated but I can't help but giving you some feedback straight away:
This is a small improvement to the previous indefinite error message in that it vaguely describes some possible causes of the error. If it looks like in your screenshot, it still does hardly anything to actually solve the problem for the customer, or explain to them how to solve it. Why? Why not just write something actually helpful in this message?
I get that you cannot write a whole novel into the little flag message you chose to use there, but then put a Learn more link there and cover the topic in your documentation?
When customers see this error message, I guarantee you that 95% of them will still immediately reach out to us (app vendors). And then our help desk team has to troubleshoot and explain and help them as much as they can. All this is actually your (Atlassian) job because we pay you for licensing and payments with the substantial revenue share you withhold from our sales. A proper solution here would remove the massive support load on app vendors entirely. This should be entirely your concern.
Here are a bunch of things you need to clarify to the customer right there in context:
- How to verify payment details?
- How to verify "licence status"? Which licence is this even about?
- If licence suspended, then please contact (Atlassian!) support. How to do that?
- If open quote, then pay. How to pay?
- If customer works with a reseller or solution partner, contact them to pay the quote for you.
- etc.
Paying and using your products and our apps is so much more complicated than it should be. And much more complicated than your competitors and their app stores handle this. It's almost like you don't want to sell. Get better at this. Approach this from a customer's perspective and design something that actually makes a difference. Thanks.
The fix will introduce a new error message for the users which will occur if the user's instance has some issue with the license status of the App / site or the instance (jira/confluence) which looks like the screenshot below.
Most of the cases that have been analyzed internally are
- either the site of the user has not been renewed and is failing renewal due to the payment method missing or being incorrect
- the license of the app is in a suspended state.
Please reach out to the our support / billing team and they would take the required steps for the same. Please pay if any quote is generated and continue using the app. 
This just got closed as fixed, but without any accompanying explanation, as far as I can see. Mind elaborating what was done about this?
Update: This feature has been released for 100% audience now.
Thanks for the update! It's already released?
If the app install fails with the following error message
Could you please reattach the picture, it's broken.
Thanks in advance!
Slava
I agree with Mark here... we have customers wanting to use our product but are seeing unknown failures (on our side as well as theirs) related to their own billing setup with Atlassian. They have to escalate, figure it out, etc. Please consider fixing this one as a bug.
+1 PCS-174985
This 100% should be a bug not a suggestion - it resulted in 1 of our production addons being removed... along with all data related to the addon.
In our case the the license was still yet to be rolled into our annual contract and it lapsed so we attempted to activate a trial so we could continue to use it in the interim.
This was compounded by our annual quote being delayed and was still being prepared by ATL renewals staff.
Please fix this urgently as it stopped us in adding apps in order to try out the cloud environment in preparation of server to cloud migration.
We do need this feature as it will help our customers understand the reason for app installations failure.
74700d9b524c Thank you for explaining the concern in so much detail. The point you mentioned makes sense to me. I will have a discussion with my team to understand if we can guide the customers to some public documentation, and if they can self-serve and get their license statuses fixed and continue using the app.