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I wonder who is actually the user_name/user_email contained in the app webhooks we receive?

What’s his role?


I know he is the user who installed the app on the account, isn’t he?

Is the user who purchases a subscription?

Why does the user change?


When we receive a app_subscription_renewal_attempt_failed webhook, we contact both the user who originally purchased the subscription and the user contained in this last event. Often they are different users.

They usually reply they are not the right person to contact.


Thanks for your help in explaining me this feature.

Any feedback from the monday team? @Matias.Monday

Any feedback from someone at Monday?

@dipro

@rob - Good question, let me check and get back to you. I was also under the impression it was the installer.


BTW, our team looks over the community but we do not guarantee a reply to every single post. If you require a response from our side or have an urgent issue, open a support ticket instead.

Got the answer!


For installation webhooks, it’s the admin who installed the app or approved the installation.


For monetization flows that are not initiated by the user (eg renewal or automated failed payment), it is also the admin who originally installed or approved the app.


EDIT: corrected answer for monetization flows like renewals

Out of curiosity… who is the first admin if the account admin that created the account is either no longer an admin, or the user has been deactivated/deleted from the account? Regardless this explains why so many customers have payment failures and are clueless their subscription ended.


When there are payment failures does monday send out notifications on its own to the person who made the purchase? Or the original admin? or at all?


I don’t think so.

Sometimes we get a “deleted.user”.


Screenshot 2025-03-07 at 11.54.35


This particularly happens with payment failures, so we don’t know whom we need to inform.

@dipro I can confirm what @rob says here.


We have multiple instances of Deleted member / userId@deleted.user showing up in the app lifecycle hooks.


Perhaps the hook could instead loop through the admins until it finds a valid current user?

We shouldn’t rely on a random admin email address.

What about huge monday account with tens of admins?


We must know who:



  • installs an app;

  • activates a subscription;

  • changes a subscription;

  • cancel a subscription.


Often we contact a user which doesn’t have a clue of what we are talking about.

When a “app owner” (the installer?) is removed from the account, the system should ask for a new owner, like you do with integrations and automations ownership.

I’m sorry, we verified the code and my original answer was wrong.


In monetization flows that don’t require explicit user action (eg renewals), you’ll get the installer or approver email address as well.


So when someone isn’t aware of the app or subscription, it may be because one admin installed/approved the app, but someone else completed the payment.


@rob @anon29275264 @dvdsmpsn

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