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Togetha Feedback in Jira Troubleshooting

This page lists the issues we see most often and how to resolve them. If your problem is not here, contact us at support@togetha.software.

"This app is currently not licensed. Please contact your Jira administrator."

What it means: The app's Marketplace license has either lapsed or is not active for this installation. Resolvers have refused the request and the frontend banner is showing.

How to resolve:

  1. As a Jira site admin, open Apps → Manage apps.

  2. Locate Togetha Feedback in Jira and confirm the licence status.

  3. If the trial has expired, start a paid subscription from the listing.

  4. If the licence is active but the banner persists, refresh the page and retry. If the issue continues, contact support.

In dev / staging contexts (and free apps), the licence object is not provided by Atlassian and the gate allows requests through. If you're seeing the banner there, check that you don't have FORCE_UNLICENSED=true set in your environment.

Three common causes:

  1. The Help Center prompt isn't configured. Check the App Settings tab, both Help Center prompt text and Help Center link text must be set.

  2. The portal subheader is cached. Hard-refresh the Help Center page (Ctrl/Cmd + Shift + R).

  3. The app is unlicensed for unlicensed users. Confirm the install is licensed in Apps → Manage apps. The portal subheader is gated by the same licence check as the rest of the app.

A submission is stuck at Failed

A submission moves to Failed when admin acceptance was attempted but the Jira issue could not be created.

The most common cause is a required Jira field that has no form-field mapping. Open the form's mapping (Forms tab → form → Edit → Step 3) and verify that every required Jira field for the issue type is mapped to a form field.

After fixing the mapping, click Retry Jira Sync on the failed submission. A 60-second rate limit applies between retries.

If the failure persists, open the submission detail; the error message from Jira is shown there. Common errors include:

  • Field 'priority' is required → priority is required for the chosen issue type but no form field maps to it.

  • Project does not exist or you don't have permission → the space was deleted or the app's permissions changed.

"This form has submissions and cannot be deleted"

To preserve audit history, a form with at least one submission cannot be deleted. Archive it instead. Archived forms are hidden from submitters but their submissions remain visible on the Submissions tab and in reports.

To archive: Forms tab → form → Archive.

Where to get help

  • Email: support@togetha.software

  • Marketplace listing: Togetha Feedback in Jira

When contacting support, include:

  • Your Atlassian site URL.

  • A screenshot of the issue.

  • The submission ID (if relevant).

  • The exact error message text.