---
title: "App suspension errors in Comala Document Management Cloud"
canonical: "https://support.appfire.com/space/SUPPORT/3374088891/App%20suspension%20errors%20in%20Comala%20Document%20Management%20Cloud"
format: markdown
---
### Summary

The Comala Document Management app for Confluence Cloud might appear as suspended or uninstalled. When you try to use the **Undo suspension** feature, an error message stating "Something went wrong" appears. This issue is typically related to the Atlassian Marketplace billing infrastructure and occurs when a subscription period has lapsed or a payment method is invalid.

![image](media://b4186aaa-4e97-45d0-b1e8-fa8d15b9cbbf)

### Research and symptoms

- The Comala Document Management app displays a status of **Suspended** in the *Manage apps* page.
- Clicking the **Undo suspension** button results in a "Something went wrong" error.
- The app functions and workflows are disabled across Confluence spaces.

### Cause

The "Something went wrong" error is triggered by the Atlassian Marketplace platform's billing validation. On Confluence Cloud, all subscription management actions—including billing, suspension, and reactivation—are handled exclusively by Atlassian. This error typically occurs because Atlassian's backend blocks the reactivation attempt when there is no active or valid payment method or subscription to revert to.

### Resolution

As the app vendor, Appfire does not have the technical permissions to modify your site's suspension status or bypass Atlassian's billing validation. You must contact Atlassian Support to resolve the subscription status.

### Contact Atlassian Support

1. Navigate to [https://support.atlassian.com/contact/](https://support.atlassian.com/contact/).
2. Select **Billing, renewals, and licensing** as the request type.
3. Provide your Support Entitlement Number (SEN).
4. Explain that the **Undo suspension** action is failing with a generic "Something went wrong" error.
5. Request that Atlassian manually reactivate the subscription or provide a temporary extension while your internal procurement process is completed.

Once Atlassian resolves the subscription status on their end, the Comala Document Management app will automatically become functional again. Your existing workflows and data will be preserved.

### Locate your SEN

If you need help locating your Support Entitlement Number, follow the steps in this guide: [<u>How do I find the Entitlement Number for an Appfire app in the Cloud Platform?</u>](https://support.appfire.com/space/SUPPORT/2549612545/How+do+I+find+the+Entitlement+Number+for+an+Appfire+app+in+the+Cloud+Platform%3F).