Details
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Bug
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Resolution: Fixed
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Medium
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None
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Severity 2 - Major
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11
Description
Issue Summary
On a site where a payment method is already required but not yet filled in, or where the credit card configured for the payment either exceeded the limit or expired, new app installation will fail with a generic error:
Steps to Reproduce
Initiate a new free trial for any paid app on any of the following setup:
- Scenario 1 : On a sandbox site where an existing app free trial has already expired.
- Scenario 2 : On a site where a Confluence standard free trial has already expired.
- Scenario 3: On a confluence site for which the Credit Card configured as the payment method either exceeded the limit or the payment fails.
Expected Results
The app installation should either proceed or at least indicate that there are issues with the payment method and this is required in order to proceed with new free trials.
Actual Results
The installation will go on a spinning wheel for a while and then stop with the below generic error:
We ran into a little trouble It might just be a hiccup. Try again in a bit
On the managed apps audit log, the app will be indicated as installed. After 4 minutes, the app will automatically be uninstalled.
Workaround
Add a valid Credit Card. In case of further issues after doing so, or in case you need to have the payment processed asap so you can install the desired app, create a support request using the below link and selecting: "Billing, payments, and pricing" and then "Problems with a payment or credit card"