Hi Atlassian,
Please, please let customers uninstall apps if they don’t want to use them anymore.
We got feedback like this:
“whywhywhy!? let me just uninstall it”
And as a vendor we can’t do anything about this.
7 Likes
I don’t understand the problem. I can uninstall Connect & Forge apps all day long. Is there some additional context?
Yes,
some customers can’t uninstall apps. We get that once in a while as feedback.
This seems to have to do with the billing cycle, however I’m not sure what the cause is. Will try to get further information.
Hi @ibuchanan ,
This KB entry describes the problem: Can't uninstall apps after cancellation | Jira | Atlassian Documentation
Basically our customers think we prevent uninstall, but it is an Atlassian policy. There are multiple threads in the Atlassian Community where customers complain.
3 Likes
Atlassian please fix this. We also receive negative reviews from customers frustrated or confused by the UX that they can’t uninstall an app, and as @marc stated they assume the vendor is blocking this.
Here is an example from a few weeks ago. Frustrating as a vendor for our app rating to be downgraded by this.
2 Likes
@marc & @Chris_at_DigitalRose,
Today I learned. Could one of you raise a bug with developer support? In the bug reporting form, there’s an option to select “Marketplace” in the “Ecosystem Products” field. App trials, licensing, and this uninstall problem should be logged with Marketplace.
Confused why a vendor would need to report this as Atlassian is already aware of this, as they’ve responded to several community posts and documentation reinforcing that this is the “intentional” design…
3 Likes
Since Team is around the corner I’ve really no time to elaborate, but +1 from us. Dumb change that is causing us at ~1 support ticket a week for no reason. Change it back, thx
3 Likes
Just noting here that today we also got our first ticket for this and the customer also thinks it is us that are preventing them from uninstalling the app. Please fix this.
Please direct comments and votes to MP-239.
2 Likes
For anyone passing here, consider the following:
- any customer who ever installed your app may still have it installed
- if your app uses webhooks, you will continue to receive EVERY webhook from EVERY host, FOREVER
- even if you purge your local AC_HOST record for the customer, you still get webhooks, periodic reboots of the customer instance trigger a new install hook, aaaand around we go.
50% of our cloud hosts are zombies, we are buried in such junk. Nobody at Atlassian seems to care.
Atlassian does appear to indicate apps get deleted after 30d (see Can't uninstall apps after cancellation | Jira | Atlassian Documentation) but we have hosts that cancelled in JAN, its now SEP, we got a new install hook on 5 SEP, so I don’t believe this applies in all cases, if at all.
I’ve some links on https://jira.atlassian.com/browse/MP-239 to the issues I logged around a decade ago, lol.
4 Likes
Yeah I’ve complained about this for many years and have contacted developer support multiple times. Each time they’ve simply told me it is their policy to prevent customers from uninstalling apps until the trial period has ended.
ie customer installs trial, realises it’s not a fit, they unsubscribe, they cannot uninstall until the trial end date.
As a result I get dozens of negative reviews and support requests wasting my time. All I can do each time is explain to the customer that it’s an Atlassian policy we have no control over.
Here’s the last time I contacted dev support:
At the other end of the pipeline are customers complaining they can’t install apps due to non-descriptive errors that persist to this day despite repeatedly contacting developer support over many years, and being told each time that the issue was resolved.
I’ve resorted to documenting screenshots in this thread each time it happens (no Atlassian response in here since August 2023): Can we finally get useful info in app install error messages?
3 Likes