Error: Could not retrieve profile information: Extension "ms365" does not exist

When opening a SharePoint Connector for Confluence macro, some users may see the following error message:

Could not retrieve profile information: Extension "ms365" does not exist, the app may have changed or no longer be installed in this context

The problem can occur to users that have never consented the app before and they are not on the latest version.

Resolution

Make sure your SharePoint Connector / Microsoft 365 app is updated to the latest available version. In many cases, updating to the latest version will resolve the problem for all users.
If the issue still occurs for specific users after the app has been updated, ask the affected users to perform the following steps:
Go to https://id.atlassian.com/manage-profile/apps
In the Connected apps section, select Remove access for SharePoint Connector for Confluence.
In the Atlassian third party account access section, select Revoke consent for Microsoft access.
Open a SharePoint Connector for Confluence macro again and provide consent when prompted.

After these steps, the error should no longer appear and the macro should load as expected.

Why we recommend updating to the latest version

We strongly recommend that all customers keep the app updated to the latest version. New releases contain important fixes for issues like this one, improvements in reliability and performance, and compatibility updates for Atlassian and Microsoft platform changes. Staying up to date reduces the likelihood of similar consent or connection problems in the future and ensures you benefit from the newest features and security enhancements.