Unable to cancel App's free trial before i get paid. How to cancel trial?

Question

Hi, i installed a paid app and currently free trial is going. i don't need this app. I can neither uninstall the app nor cancel the subscription. I'm in stuck state. Please guide how to remove the app?

Please see below, uninstall button is disabled, and when I go to 'Manage Subscription', I have no option to cancel it

Jessica · Answer

Hi @Saad Ahmad

Generally, the uninstall button in the new billing experience is only available after the trial is cancelled on the subscription/billing side first and the trial has ended as well.

Since you mentioned you were not able to see this option to cancel there for this app, I have created this ticket with our billing and licensing team to help cancelling the app and ask to cancel your trial immediatelly, so the uninstall button for the app can be unblocked for you: https://getsupport.atlassian.com/servicedesk/customer/portal/35/CA-3383590

Cheers,

Jessica

Kristian Klima_gtcuat · Answer

@Hans Polder The free tier could be the reason especially if the app is free for 10 users. There is subscription and 'billing' but billing is 0.

Hans Polder_7ci2ta · Answer

Hi Saad,

This seems to be related to the change reported here

As Atlassian team member @Julia Daehne stated in the comments (on page 2, see at the bottom), it should be possible to stop a trial while it's running. I just tested this with my test environment and I do see the 'Stop trial' button myself:

Using it does work and indeed cancels my subscription to it:

Since your experience is different, proven by the screenshots you've shared, I've asked someone from Atlassian to look into this case.

I noticed that you are using the Free tier, so likely you are not paying for anything currently in the environment that you installed this plugin in? If that's the case, you likely also didn't put in any payment details (like a credit card). If that's the case, my expectation is that the trial will simply stop anyway at the end, since you won't be paying for the paid version anyway.

Regardless, let's see what Atlassian Support can add to this!