Richard
Try raising a support request asking for it to be removed. They should remove it since the complaint has nothing to do with the app
Paul
For the uninstall issue I just came across these:
Adding to the growing list of affected Marketplace Partners, we just received a report from a customer saying that they were unable to install the Cloud version of our app into their test Cloud instance, with the all-too-familiar message:
They have tried multiple times.
I have suggested that they:
- Check to see if they have a payment method setup, and
- Let us know if they are still having issues after 24 hours (in the hope that whatever the problem is resolves itself, as has been suggested multiple times in this thread), at which point we will raise a support ticket with Atlassian on their behalf.
I must agree with the repeated calls above for a more informative error message.
Hi @nathanwaters - Can you please help us with customer’s details, so that we can contact him/her for issue details? Otherwise if you have app_key, and cloud_id details, please share.
@AnilKumar1 it’s been escalated. Also now have the leads of various internal departments looking into this issue broadly.
Anyone from Atlassian reading this should know that this is the customer experience whenever they get these useless error messages:
- Customer has passed all the funnels, they’re now in the tiny % of users who click install, it’s a miracle they have got this far!
- They click “free trial” and install
- USELESS ERROR MESSAGE
- They refresh and try again
- USELESS ERROR MESSAGE << at this point most potential customers bail (lose-lose-lose)
- They refresh and try again
- USELESS ERROR MESSAGE
- They’re really pissed off
- Now they have to scan the app listing to find the support link/email for this app
- Ok now they have to angrily fill out a form or write an email
- Hours/days later they get a response from the vendor
- App vendor: “check there’s an active payment method, otherwise you’ll need to contact Atlassian because they don’t give us vendors any capabilities to manage customer installs, sorry!”
- The potential customer is absolutely fuming at this point
- Now they have to fill out another form to Atlassian support
- Days/weeks later they get a response from Atlassian support
- Atlassian support will either say: “do you have an active payment method on file?” (lol) or “you’ll need to contact the app vendor” (this has happened, scroll up the thread) or “it’s fixed, try again”
- Potential customer tries to install again
- Coin flip as to whether it installs or they get USELESS ERROR MESSAGE
- If the app doesn’t install they’re thinking “why am I still using Atlassian products…”
- If the app does install and it wasn’t what they were expecting, they’re thinking: “well that was an incredible waste of time, I won’t bother install Marketplace apps ever again”
- You can’t uninstall the app and need to open a new atlassian ticket to get it uninstalled
remember the wild times when you could simply upload JAR file to your instance and start trying the product? Cloud is the future but clearly nobody told us it would be this future
Another customer complaining they can’t install an app…
–-
Additionally this week all install requests across the entire Marketplace were down for ~24 hours before I submitted a P1 bug.
Maybe add a suffix to this default error:
If this persists contact Atlassian support, not the app vendor, because this is most likely a Marketplace problem.