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Starting a new trial after trial expiry and app uninstall

  • September 12, 2023
  • 7 replies
  • 1219 views
dvdsmpsn
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I have a situation where a potential customer completed their 14 day free app trial, then uninstalled without purchase because they were not ready. Now that they are ready, they asked for an extension to their trial.

If they had not uninstalled the app, extending the trial would be easy, I’d just go to monetization, enter their account_id and extend their trial for say another 14 days.

I cannot extend a trial unless the app is currently installed, so get an error when trying to do so.

They now cannot reinstall the app without purchasing it, so I cannot give them an extension to their trial.

How do we get around this situation?

Perhaps a solution to this scenario could be documented too.

Cc: @Matias.Monday @TomFri

    7 replies

    Matias.Monday
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    • Matias.Monday
    • monday.com Team Member
    • September 12, 2023

    Hello there @dvdsmpsn,

    This is an interesting scenario.

    Would you be able to please send this over to appsupport@monday.com so we can take it as a ticket and check this out for you + create a request if needed?

    Looking forward to hearing from you via email!

    Cheers,
    Matias

      dvdsmpsn
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      • dvdsmpsn
      • Author
      • Participating Frequently
      • September 12, 2023

      Email sent.

      I’ve also had a similar related scenario that I’ve contacted appsupport with before – cannot apply a discount if app has been uninstalled as the app needs to be installed for the discount, but the app needs to be paid before it can be installed 🤯

      Documentation on how to get around both scenarios would be super cool 😎

        Matias.Monday
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        • Matias.Monday
        • monday.com Team Member
        • September 13, 2023

        Hey @dvdsmpsn we will take a look into it and will share the feedback with the team 😁

          Binatica
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          • Binatica
          • New Participant
          • May 22, 2024

          Hi
          Have exactly the same issue. How can we resolved that?
          Thanks!!
          @Matias.Monday @dvdsmpsn

          Matias.Monday
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          • Matias.Monday
          • monday.com Team Member
          • May 23, 2024

          Hello there @Binatica,

          Would you be able to please fill this form (https://support.monday.com/hc/en-us/requests/new?ticket_form_id=13855862562962) adding as much information as possible to it so that our team can take a look into it?

          Cheers,
          Matias

          dvdsmpsn
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          • dvdsmpsn
          • Author
          • Participating Frequently
          • June 10, 2024

          @Matias.Monday whats the current way of working around this?

          Matias.Monday
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          • Matias.Monday
          • monday.com Team Member
          • June 16, 2024

          Hello there @dvdsmpsn, I checked this with the team and after someone’s trial ends, and the app is uninstalled, they should be able to install it again without purchasing a plan. They would be on the “trial expired” state as they were before uninstalling. If that is not the case for your user, please open a ticket for us here!

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