Tempo Timesheets stopped working, license issue (?)

[Nikita Delyukov]

We used Tempo Timesheets with Jira (Cloud) for years. We paid for a regular license, per user.

A couple of days ago Tempo stopped working. The plugin page is accessible from Jira, all Tempo settings and configurations are active, time tracking in Jira is set to "Tempo Timesheets" but we cannot track time and Tempo reports are not accessible.

In the Atlassian Marketplace for the "Timesheets by Tempo - Jira Time Tracking" (https://demigos.atlassian.net/jira/marketplace/discover/app/is.origo.jira.tempo-plugin) there's a button "Try it free" (it does not say it is installed), when I click it there's an error "Unable to install Timesheets by Tempo - Jira Time Tracking - Please reconfirm your payment details and license status, and try again to install the app."

We did not have issues with payments.

Tempo support said "Atlassian handles licenses, ask them".

Maybe it is related, about 2 months ago, in May, we switched Jira to the Free version (we now have 10 users). We did not touch the Tempo settings and we did not cancel the license there. Could it be that changing the Jira plan broke licenses for installed products ..

Any advice how we can fix that?

[Andy Heinzer]

Hi @Nikita Delyukov 

It looks like the subscription for that app failed to renew and expired.   I created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/35/CA-3068888

It looks like the app has been reactivated, but I would check to make sure that the payment has completed, and if it has not, reply within that CA ticket if you need additional help here. 

Andy

[Nikita Delyukov]

Hi Andy,

Thank you, Tempo works now.

It is strange it got deactivated. Our team used it every day, and in July as well.

We did not receive any warning emails that payment failed or subscription failed to renew.

Nikita

[John Funk]

Hi Nikita - Welcome to the Atlassian Community!

Since you are on a free plan, I will see if someone from Atlassian can come here. 

[Nikita Delyukov]

Thank you, John.

Atlassian support reactivated Tempo for us, problem solved.