Issue in reactivating paid apps after it has been suspended due to non-payment, after making the payment
Incident
Report for Jira Work Management
Resolved
We have identified that this behavior existed for long time and is due to a bug triggered in edge scenario when following sequence of events happens:
1. First a paid app gets suspended due to lack of payment
2. Then administrator decides to uninstall app
3. Then administrator decides to (re)install app
4. Payment is issued for the app
5. App fails to reactivate (as a result of this bug)
We are advising customers to raise a support ticket with Atlassian to restore app functionality when faced with such scenario.
The app reactivates correctly when no re-installation was attempted after suspension.
We haven't found any recent changes that could cause this scenario to be happening more frequently.
We're going to work in the future on improving the reinstallation flow for the suspended apps which will reduce the possibility to leave apps in state whey they can't be reactivated.
1. First a paid app gets suspended due to lack of payment
2. Then administrator decides to uninstall app
3. Then administrator decides to (re)install app
4. Payment is issued for the app
5. App fails to reactivate (as a result of this bug)
We are advising customers to raise a support ticket with Atlassian to restore app functionality when faced with such scenario.
The app reactivates correctly when no re-installation was attempted after suspension.
We haven't found any recent changes that could cause this scenario to be happening more frequently.
We're going to work in the future on improving the reinstallation flow for the suspended apps which will reduce the possibility to leave apps in state whey they can't be reactivated.
Identified
We have identified that this behavior existed for long time and is due to a bug triggered in edge scenario when following sequence of events happens:
1. First a paid app gets suspended due to lack of payment
2. Then administrator decides to uninstall app
3. Then administrator decides to (re)install app
4. Payment is issued for the app
5. App fails to reactivate (as a result of this bug)
We are advising customers to raise a support ticket with Atlassian to restore app functionality when faced with such scenario.
The app reactivates correctly when no re-installation was attempted after suspension.
We are working on a plan to fix this issue.
We are continuing our investigation to understand if there is no recent change in system that could cause this scenario to be happening more frequently.
We will post next update in 24 hours - by the 2024-06-13 9:30 UTC.
1. First a paid app gets suspended due to lack of payment
2. Then administrator decides to uninstall app
3. Then administrator decides to (re)install app
4. Payment is issued for the app
5. App fails to reactivate (as a result of this bug)
We are advising customers to raise a support ticket with Atlassian to restore app functionality when faced with such scenario.
The app reactivates correctly when no re-installation was attempted after suspension.
We are working on a plan to fix this issue.
We are continuing our investigation to understand if there is no recent change in system that could cause this scenario to be happening more frequently.
We will post next update in 24 hours - by the 2024-06-13 9:30 UTC.
Investigating
We are investigating an issue impacting paid apps after their license being suspended due to non-payment, and then reactivation fails even after making payment. We will provide more details once we identify the root cause.
This incident affected: Viewing content.