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  1. Atlassian Marketplace
  2. MP-239

Customers unable to uninstall apps after a cancelled subscription.

    • Severity 3 - Minor

      Customers are reporting to partners that they are unable to uninstall apps after a cancelled subsrciption ands appears to be linked to their billing cycle. There is a known knowledge article already on this, so it is a known issue, however it appears to be a breaking change.

      KB: [Can't uninstall apps after cancellation | Jira | Atlassian Documentation|https://confluence.atlassian.com/jirakb/can-t-uninstall-apps-after-cancellation-1369277736.html]

      You can review the latest CDAC thread here: Please allow app uninstall for cancelled subscriptions

      There is more documentation reinforcing that this is the "intentional" design...
      Apps: why uninstall button is disabled?
      How can I uninstall an app before the end of the trial period?

            [MP-239] Customers unable to uninstall apps after a cancelled subscription.

            Prakash Toshniwal added a comment - - edited

            I sync'ed within marketplace and there is an active plan in progress for this ticket to be resolved. We are working internally with Product team to come to a concrete resolution which will most likely happen by end of next week.

            cc 589b40fec0b4 

            Prakash Toshniwal added a comment - - edited I sync'ed within marketplace and there is an active plan in progress for this ticket to be resolved. We are working internally with Product team to come to a concrete resolution which will most likely happen by end of next week. cc 589b40fec0b4  

            Prakash Toshniwal added a comment -

            I see this ticket is pretty old, but I want to understand what are we expecting with this ticket in summary?

             

            Prakash Toshniwal added a comment - I see this ticket is pretty old, but I want to understand what are we expecting with this ticket in summary?  

            Our customers are also affected by that - we receive lots of support tickets related to this issue and we already received 1-star reviews related to this problem.

            Kasia Karska [HeroCoders] added a comment - Our customers are also affected by that - we receive lots of support tickets related to this issue and we already received 1-star reviews related to this problem.

            This is not just a support issue. We received a 1-star review due to this issue this week, and unfortunately, this is entirely outside our control as the app vendor.

            Holly Wright (Appfire) added a comment - This is not just a support issue. We received a 1-star review due to this issue this week, and unfortunately, this is entirely outside our control as the app vendor.

            I'm bumping this again, hoping someone from Atlassian sees this. The current uninstall experience is really bad, and it is also causing regular support requests for us. Please fix this!

            If there is no way around graying out the uninstall button, please provide clear guidance to customers in the UI on what they must do to uninstall. Hovering the uninstall button is not obvious.

            Tobias Binna added a comment - I'm bumping this again, hoping someone from Atlassian sees this. The current uninstall experience is really bad, and it is also causing regular support requests for us. Please fix this! If there is no way around graying out the uninstall button, please provide clear guidance to customers in the UI on what they must do to uninstall. Hovering the uninstall button is not obvious.

            I want to add my vote here from eazyBI. In the last weeks, we have also received several negative customer feedbacks about this. And I completely understand the customer! When customers want to uninstall the app, they should be able to do it without waiting or asking someone.

            There is not even a clear guideline within Atlassian about this, as customers and I have had quite a dance-around tickets to finally get to this one, where we are not the only ones who think this is wrong and undesirable ux.

            Lauma Cīrule added a comment - I want to add my vote here from eazyBI. In the last weeks, we have also received several negative customer feedbacks about this. And I completely understand the customer! When customers want to uninstall the app, they should be able to do it without waiting or asking someone. There is not even a clear guideline within Atlassian about this, as customers and I have had quite a dance-around tickets to finally get to this one, where we are not the only ones who think this is wrong and undesirable ux.

            Hi team! Just an FYI that we have had Gliffy users complain that they are unable to uninstall as well. Would appreciate Atlassian getting this fixed. Feel free to reach out with any questions.  

            Samie Delebo - Your Gal at Gliffy added a comment - Hi team! Just an FYI that we have had Gliffy users complain that they are unable to uninstall as well. Would appreciate Atlassian getting this fixed. Feel free to reach out with any questions.  

            Even if this is was done by design, it should not be that way. The design is bad for vendors and bad for customers, and I cannot think of any beneficial reason (to anyone!) for implementing it like this.

            In terms of user stories, "Please provide customers with an easy way to uninstall apps" should be about as straightforward as it gets in terms of intent.

            Scott Dudley [Cenote] added a comment - Even if this is was done by design, it should not be that way. The design is bad for vendors and bad for customers, and I cannot think of any beneficial reason (to anyone!) for implementing it like this. In terms of user stories, "Please provide customers with an easy way to uninstall apps" should be about as straightforward as it gets in terms of intent.

            Yep major issue that can only be described as a dark pattern. We get negative marketplace reviews and angry support requests on this issue every week.

            If there is a legitimate reason for this policy, one would expect Atlassian to at least make it very clear to customers in the UI why they can't uninstall the app. Instead the "Uninstall" button is greyed/disabled and you need to hover over that button to get an inadequate amount of info.

            Nathan Waters - AppsPlus added a comment - Yep major issue that can only be described as a dark pattern. We get negative marketplace reviews and angry support requests on this issue every week. If there is a legitimate reason for this policy, one would expect Atlassian to at least make it very clear to customers in the UI why they can't uninstall the app. Instead the "Uninstall" button is greyed/disabled and you need to hover over that button to get an inadequate amount of info.

            Andy Brook added a comment - - edited

            This is not a new topic, I've been banging on about impact of installed hosts for oh, a decade, with no action from Atlassian.

             

            Aren't unlicensed apps supposed to get deleted?

            https://confluence.atlassian.com/jirakb/can-t-uninstall-apps-after-cancellation-1369277736.html seems to indicate this, but we have hosts that cancelled in JAN 24, it's now SEP 24, we got a new install hook on 5 SEP 24, so I don't believe this applies in all cases, if at all.

            So, if you can't uninstall ...

            For those connect apps that use webhooks, perhaps you're not aware that your cloud app will receive EVERY webhook from EVERY instance FOREVER. 

            Receiving data from customer instances that have no contract with 'you' is a GDPR issue for Atlassian. 

            Receiving a growing amount of webhook data is a problem for Vendors, unfortunately, nothing has been done on this topic for ~ a decade.  I guess it will take one of those Platinum vendors to raise an issue before something actually gets done...

            Andy Brook added a comment - - edited This is not a new topic, I've been banging on about impact of installed hosts for oh, a decade , with no action from Atlassian. https://ecosystem.atlassian.net/browse/AC-1620 , created in 2015 “Stop webhook traffic for installed but unlicensed hosts to reduce redundant processing in addons”, still open https://ecosystem.atlassian.net/browse/AC-2085 , created in 2015 “Invalidated JIRA Cloud hosts keep reinstalling Enterprise Mail Handler”, closed as wont fix https://ecosystem.atlassian.net/browse/MC-235 , created in 2016 “Improve Connect add-on unsubscription flow”, no action   Aren't unlicensed apps supposed to get deleted? https://confluence.atlassian.com/jirakb/can-t-uninstall-apps-after-cancellation-1369277736.html seems to indicate this, but we have hosts that cancelled in JAN 24, it's now SEP 24, we got a new install hook on 5 SEP 24, so I don't believe this applies in all cases, if at all. So, if you can't uninstall ... For those connect apps that use webhooks, perhaps you're not aware that your cloud app will receive EVERY webhook from EVERY instance FOREVER.  Receiving data from customer instances that have no contract with 'you' is a GDPR issue for Atlassian.  Receiving a growing amount of webhook data is a problem for Vendors, unfortunately, nothing has been done on this topic for ~ a decade.  I guess it will take one of those Platinum vendors to raise an issue before something actually gets done...

              e6a780dea54b Harsh Dhaka
              9e6ef5b5b664 Rodrigo Morette
              Affected customers:
              67 This affects my team
              Watchers:
              54 Start watching this issue

                Created:
                Updated: