ServiceNow Store app installation, updates, and terms and conditions acceptance<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Overview This article explains how to install, update, and manage apps from the ServiceNow Store, including requirements for mandatory terms and conditions (T&C) acceptance. It also describes entitlement behavior, app status indicators, dependency checks, and how to troubleshoot common installation issues. 1. Mandatory terms and conditions acceptance 1.1 Requirement summary Before you can install or update any app from the ServiceNow Store, you must accept the terms and conditions (T&C) associated with that app. This requirement applies to: All customersAll app types (free, paid, custom term, third-party)All instance types (production and non-production) If the T&Cs are not accepted: Installation and update actions are blockedEntitlement information cannot fully sync to your instanceApplication Manager displays the Store Terms Not Accepted indicator 1.2 T&C banner locations You are prompted to accept T&Cs in two locations: Store landing page — a banner appears if you have not accepted any pending terms Individual app pages — the same banner appears on the app detail page You can accept from either location. UI actions such as Get, Request License, and Ready to Install remain hidden until T&Cs are accepted. 2. App UI action behavior after T&C acceptance After accepting T&Cs, the UI action shown on an app page depends on the app's licensing model and your entitlement status. App TypeEntitled?UI Action ShownNotesFree appN/AReady to InstallAvailable immediately after T&C acceptance and syncPaid appNot purchasedRequest LicenseRequest through the Store or your Account ManagerPaid appPurchasedReady to InstallAppears after entitlement, T&C acceptance, and syncThird‑party appNot purchasedRequest LicenseSome have custom terms; acceptance requiredCustom terms appVariesAccept TermsAvailable after both standard and custom terms acceptance and sync In some cases, you may also need to select Sync now in Application Manager to pull updated information from the Store. 3. App status indicators in Application Manager After entitlements and T&Cs sync to your instance, app indicators in Application Manager reflect the current installation state. Indicators include: Store Terms Not Accepted Displayed when your Store account has not accepted the latest terms for an app. Installation and updates are blocked until T&Cs are accepted. Not Licensed Displayed when your instance does not have the required entitlement. This may occur for: Paid apps not included in your contractApps restricted from non‑production environments Sync Required Displayed when the local instance has not been refreshed with updated entitlement or T&C status from the Store. For partners and Managed Service Providers (MSPs) If your instances are managed by a partner or MSP, you may see a Service Provider Blocked indicator on the app in Application Manager, even if the Store T&Cs are accepted and the app shows as Ready to Install on the ServiceNow Store. This is expected for: Partner managed instancesMSP managed instancesPartner customer accounts Option 1: If you are a Partner / MSP Go to the ServiceNow Store.Open the app showing the Service Provider Blocked indicator.Select Manage Entitlements.Select the required customer instance.Enable entitlement for that instance.Save your changes. Option 2: If you are a Customer Contact your partner or MSP administrator and ask them to: Go to the ServiceNow Store.Select Manage Entitlements for the app.Enable your instance for the required app. 4. Syncing your instance after T&C acceptance After accepting T&Cs in the Store, sync your instance to pull the updated status: Go to System Applications > All Available Apps.In Application Manager, select Sync now. 5. Production and non-production instance behavior Some paid applications include restrictions on installation based on instance type. 5.1 Allowed on non-production If an app allows installation on test or development instances, the Ready to Install action appears after entitlement, T&C acceptance, and sync. 5.2 Not allowed on non-production If an app restricts installation to production instances only, the Not Licensed indicator appears on non-production instances even after T&Cs are accepted. 6. Apps with custom terms and third-party apps Some apps include custom terms in addition to the standard ServiceNow T&Cs. Custom terms may include: Additional legal requirementsVendor‑specific obligations To install or update these apps: Accept the custom terms shown on the Store app page. Custom terms must be accepted in addition to the standard Store T&Cs.Sync your instance in Application Manager. The installation button remains inactive until all terms are accepted. 7. Troubleshooting installation and update issues Issue: App shows "Terms Not Accepted" Possible cause: T&Cs have not been accepted in the Store. To resolve: Accept T&Cs in the ServiceNow Store.Sync your instance in Application Manager. Issue: App shows "Not Licensed" Possible causes: Your contract does not include the appApp is not allowed on non‑production instancesA required dependency is not licensed To resolve: If the app is not in your contract, select Request License on the app's Store page and contact your ServiceNow Account Manager for next steps.If the app is part of your contract, open a case with ServiceNow Support for assistance. 8. Common indicators and their meanings The following table lists common app indicators displayed in Application Manager and their system-generated messages. # Indicator Message 1 Unavailable for Instance This application is unavailable on {instance_type} Instances. 2 Demo Available This application can be installed for demo purposes. 3 Not Licensed This application requires a valid license to install. To purchase a license, [please contact seller on the Store.] 4 License Required for Subprod This application requires a valid license to install in Subproduction instances. To purchase a license, [please contact seller on the Store.] 5 Trial Available This application is available to try on hosted sub-prod instances. [Please contact sales to use in production.] 6 Purchase In Progress Your purchase is in progress. [Please contact seller on Store for more information.] 7 License Expiring The license contract for this application is expiring soon. [Please contact seller on the Store to renew the license.] 8 Deactivation Requested The publisher has requested deactivation. Please uninstall the application, or [contact seller on the Store.] 9 Not Licensed This application requires a valid license to install. To purchase a license, [please contact seller on the Store.] 10 Approval Requested This application is pending approval from the vendor. 11 Approval Required This application requires approval from the vendor to install. 12 Purchase Rejected Your purchase request has not been approved. [Please contact seller on Store for more information.] 13 Trial Available Trial is available. [Visit Store to start trial.] 14 Trial Approval Required This application requires approval to start a trial. [Please visit the Store to request a trial.] 15 Trial Approval Requested The trial request has been submitted. [Please contact seller on Store for more information.] 16 Trial Active Your trial is active. Please contact the application vendor to purchase the app or extend the trial. 17 Trial Available Your trial is ready to start. [Visit the Store to start trial.] 18 Trial Deactivation Requested The publisher has requested deactivation of this trial. Please uninstall the application, or [contact seller on the Store.] 19 Trial Expired The trial has expired. To continue using this application, [please contact seller on the Store.] 20 Trial Rejected Your trial has not been approved. [Please contact seller on Store for more information.] 21 Incompatible Your instance and app version are incompatible. Please make sure to select a compatible app version. 22 Beta App This application is in Beta. 23 Service Provider Blocked This application has been blocked by your Service Provider. Please contact Service Provider to install. 24 App Terms Not Accepted Application Terms and Conditions must be reviewed and accepted. [Please visit the Store to complete.] 25 Store Terms Not Accepted Store Terms and Conditions must be reviewed and accepted. [Please visit the Store to complete.]