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This may happen if the user has the Jira allowlist enabled. The app is currently not compatible with organisations that have a Jira allowlist enabled. To confirm this, the user can follow the below steps to check the logs for more details:
Download and send logs
Go to Admin Hub and select the Atlassian site where the app is installed. You will need to have admin access for this.
Select Connected apps in the left menu.
On the Connected apps page, select ••• next to the app you want to download logs for.
Check the logs to see if you see a message that states, "code":403,"message":"The IP address has been rejected because it is not on the allowedlist. See your admin for more information."