Problem
Custom Charts gadgets or macros show errors or fail to load for some users, while the same content works for others. Typical messages include "Unknown error", "An unexpected error has occurred", and "Something went wrong" when a user authorizes their Atlassian account with Custom Charts for Confluence. The error can appear when loading an existing macro or when adding a new one.
Solution
Scenario: Custom Charts fail to load in a user's own session
In one confirmed case, a Confluence authentication flow defect caused errors when affected users attempted to load or add macros and prevented Atlassian authorization. The vendor released a cloud fix, after which the affected users confirmed that their charts loaded normally. If the issue affects multiple users, it may be a temporary service-side problem; one such incident resolved without further action.
Scenario: Errors occur only when an administrator impersonates a user
Jira app behavior can be unreliable in sessions opened with “Log in as another user,” and an accountId claim mismatch was reported in this context. Ask the affected user to test the chart directly in their own account. If the problem persists in that session, capture the error and browser diagnostics from the user's session for support.