Unable to install draw.io Diagrams &amp; Whiteboards to our confluence
Asked by Ahamed Hija Fuard:

I am unable to install draw.io Diagrams \& Whiteboards to our confluence  
below is the error message i am getting  
"Unable to install draw.io Diagrams \& Whiteboards  
Please reconfirm your payment details and license status, and try again to install the app"  
It says INACTIVE SUBSCRIPTION \& unable to re subscribe  
Please help...  
![image.png](/t5/image/serverpage/image-id/290858i2B715974AC67C2CD/image-size/large?v=v2&px=999 "image.png")![image.png](/t5/image/serverpage/image-id/290859i44B59C31F1D1A938/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Ahamed Hija Fuard
body: [@Bastian -drawio Diagrams-](/t5/user/viewprofilepage/user-id/637202) [@Wasim](/t5/user/viewprofilepage/user-id/5356110) Thank you once again for the support reply. I was able to do resolve it by contact the contact Atlassian billing support

<https://support.atlassian.com/contact/#/>

There was a prompt reply soon after submitting the ticket and the app got reactivated!

Meanwhile I received a price from in the same reply too.

Great!

comments: author: Ahamed Hija Fuard
body: ![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/290925i205C11495A5320E6/image-size/large?v=v2&px=999 "image.png")![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/290926iAB4460F9264610B0/image-size/large?v=v2&px=999 "image.png")


author: Wasim
body: Hi [@Ahamed Hija Fuard](/t5/user/viewprofilepage/user-id/5360398) ,

**Welcome to the Atlassian Community!!**

It occurs when you missed payment for paid ones or payment method missing or being incorrect.

**Please refer the below link to get more about the issue:**

[https://jira.atlassian.com/browse/MP-18](http://New%20addon installation may fail on a site with annual payment if there are paid addons in suspended status.)

or

[New addon installation may fail on a site with annual payment if there are paid addons in suspended status.](https://jira.atlassian.com/browse/MP-62)

There is an Atlassian recommended article related to the suspension go through it as well:

<https://community.atlassian.com/t5/Jira-questions/How-to-re-subscribe-to-suspended-subscriptions/qaq-p/799563>

Hope the answer is helpful. If it is, hit on **accept** button for others?.

Best Regards,

Wasim

comments: author: Ahamed Hija Fuard
body: [@Wasim](/t5/user/viewprofilepage/user-id/5356110) Thank you for the reply. I am still unable to resolve. I do not have any issues with confluence subscriptions. but I only have problem in resubscribing the draw.io diagrams \& whiteboards to confluence . if you can help me please. and I do not find an option to add payment/billing for this draw.io diagrams \& whiteboards to confluence...

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/290899i670989AFBEA904C8/image-size/large?v=v2&px=999 "image.png")


author: Bastian -drawio Diagrams-
body: Hi [@Ahamed Hija Fuard](/t5/user/viewprofilepage/user-id/5360398) ! If the Solution that [@Wasim](/t5/user/viewprofilepage/user-id/5356110) provided doesn't help you, you can try to un- and reinstall draw.io in your Cloud environment. Your existing diagrams won't be affected by it. If that also doesn't work, please turn to our tech support team to speak to our engineers directly. May you please contact them via support@draw.io, also sharing your Atlassian Cloud URL.


author: Ahamed Hija Fuard
body: [@Bastian -drawio Diagrams-](/t5/user/viewprofilepage/user-id/637202)

Thank you for responding promptly. I uninstalled it and then when I go to re-install, it says as "Unable to install draw.io Diagrams \& Whiteboards Please reconfirm your payment details and license status, and try again to install the app." I am in the need of your tech support directly please. May I get one more assistance from you please about where to find the exact Atlassian Cloud URL in my portal? appreciated if you could direct me please![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/290903i79C7DF1645394286/image-size/large?v=v2&px=999 "image.png")


author: Bastian -drawio Diagrams-
body: Hi [@Ahamed Hija Fuard](/t5/user/viewprofilepage/user-id/5360398) ! You Atlassian Cloud URL is the one you see in your browser when you access Confluence or Jira, like <https://yourcompany.atlassian.net/>

Please contact our tech support via email, they will help you out asap. We are covering basic support requests in the Community forum, but we can't offer tech support as it takes more insights and a closer look at things.


author: Ahamed Hija Fuard
body: [@Bastian -drawio Diagrams-](/t5/user/viewprofilepage/user-id/637202) well understood! appreciated your prompt replies and effort to direct me towards resolving the issues. Thank you. I will shoot an email to the tech team and waiting for a great assistance !


Tags: cloud

confluence-cloud