Dipro here - after a few weeks of investigating, I’d like to share with you some updates and final decisions we have made regarding app pricing based on user count.
For background: some apps are priced based on the total users on your account. In the app checkout process, monday.com will recommend an app plan size based on the account size.
On May 10th, we started making this recommendation based on the number of active users in your account, rather than the total size of your monday plan. This decision was made in response to the counting of non-billable users such as guests and viewers. We announced this change in our developer changelog.
After this change, we received feedback from our partners & customers that this was counterintuitive and buggy. Furthermore, some customers with multiple product subscriptions were prompted to upgrade in error.
This week, we rolled back the change – our system will now recommend app plans based on an account’s monday.com plan size. For customers with products, we will recommend a plan equal to the number of seats on their largest product.
Following this rollback, a small number of customers may need to upgrade their app subscriptions, if they subscribed for an affected app between May 10th and June 17th 2024. We will individually communicate with affected developers today.
Ultimately, the change impacted only a very small number of customers, however given the response and impact this change had on our partners, we want to mark this as an opportunity where we have learned and will continue to do better in our communication and transparency. We understand the value and impact changes can make on our developer ecosystem and continue to strive for quality.