Client can't get license for the add-on in Jira Cloud

One of our clients just can’t the license for one of the add-ons we develop:

after I click Free Trial and run the installation again, the screen remains unchanged (still says unlicensed)

I have created a ticket in the Marketplace Vendor Support, but there’s no answer there for over a week.

What should be my next step here?

Atlassian contacted me and explained everything. Case closed =)

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