Blocked from ECOHELP portal (Help Center): /servicedesk/customer/user/forbidden, can’t view Marketplace rejection reason

Forge
1

Hi Atlassian team,

I am trying to resolve an auto-rejection of my Marketplace app listing, but I cannot access the ECOHELP help center to view the underlying ticket or rejection details.

Problem

  • When I open the ECOHELP portal, I am redirected to:
    /servicedesk/customer/user/forbidden
  • The page states: “No access… account aklutterbach1@gmail•com doesn’t have access to the help center.”
  • I can log into ecosystem•atlassian•net Jira itself (I can see spaces like ECOHELP-Public), but I cannot access the JSM customer portal (“My requests”) where the Marketplace submission ticket should be.

Request

  1. Please grant Help Center (customer portal) access for aklutterbach1@gmail•com on ecosystem•atlassian•net (ECOHELP portal).
  2. Please add aklutterbach1@gmail•com as Reporter or Request participant on the ECOHELP ticket associated with my Marketplace submission so I can view the auto-rejection reason and remediation steps.

App info

  • Vendor: Data Insight Lab
  • App name: Sprint Weekly
  • App key (if available): com.insightdatalab.sprintweekly
  • Approximate submission date/time: December 4th (I believe)
  • Marketplace listing link (if available): Atlassian Marketplace

I can attach a screenshot of the “No access” page if helpful.

Thank you.

2 Likes
Access to ecosystem support
2

Good morning. I am following up on this thread. I still do not have access to ECOHELP and can not see details related to the rejection of my app listing.

2 Likes
3

We are having the same issue, (submitted an app that got rejected with a ticket but we can’t access the ticket). What is even worse, none of us within the company can access the support portal which is apparently the only way to contact support. Can someone from the Atlassian Ecosystem team fix this?

1 Like
4

I am having the same issue (unable to access anything from the ECOHELP portal) and want to follow-up on any updates.

As of mid-December 2025 I was able to access the ECOHELP customer portal, but now I am also getting redirected to the /servicedesk/customer/user/forbidden route.