ServiceNow Store – Application Installation, Updates, and Terms & Conditions (T&C) Acceptance<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #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 applications from the ServiceNow Store, including new requirements related to mandatory Terms & Conditions (T&C) acceptance. It also describes entitlement behaviour, app status Indicators, dependency checks, and troubleshooting common installation issues. 1. Mandatory Terms & Conditions (T&C) Acceptance 1.1 Requirement Summary Before customers can install or update any application from the ServiceNow Store, they must first accept the Terms & Conditions associated with that application. This requirement applies to: All customersAll application 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 sync fully to your instanceApp Manager on your instance will show the "Store Terms Not Accepted" Indicator. 1.2 T&C Banner Locations You will be prompted to accept T&Cs in two locations: Store landing page (a banner appears if you have not accepted any pending terms) Or individual application pages You can action it from either locations. UI Actions such as Get, Request License, and Ready to Install remain hidden until T&Cs are accepted. 2. App UI Action Behaviour 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. App TypeEntitled?UI Action ShownNotesFree appN/AReady to InstallAvailable immediately after T&C acceptance + syncPaid appNot purchasedRequest LicenseRequest through Store or your Account ManagerPaid appPurchasedReady to InstallAppears after entitlement + T&C acceptance + syncThird‑party appNot purchasedRequest LicenseSome have custom terms; acceptance requiredCustom Terms appVariesAccept TermsAvailable after both Standard & Custom terms acceptance + sync In some cases, as the last action, you will need to press the "Sync now" button in the instance Application Manager module, which will pull the up to date information from Store. 3. App Status Indicators in App Manager Once entitlements and T&Cs sync to your instance, app indicators in App Manager represent the current installation state. New indicators introduced with this experience include: Store Terms Not Accepted Displayed when your Store account has not accepted the latest terms for an app. Installation/update will be blocked until completed. 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 sub‑production environments Sync Required Displayed when the local instance has not been refreshed with updated entitlement or T&C status on Store. For Partners and Managed Service Providers (MSPs) If your instance(s) are managed by a Partner or Managed Service Provider (MSP), you may see a “Service Provider Blocked” indicator on the app in App 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 How to ResolveOption 1: If you are a Partner / MSP Go to the ServiceNow StoreOpen the application showing the Service Provider Blocked indicatorClick “Manage Entitlements”Select the required customer instanceEnable entitlement for that instanceSave changes Option 2: If you are a Customer Contact your Partner/MSP administrator and ask them toNavigate to the ServiceNow StoreUse "Manage Entitlements"Enable your instance for the required application 4. Syncing Your Instance After T&C Acceptance After accepting T&Cs in the Store, you must sync your instance: Navigate to System Applications > All Available AppsOpen App ManagerPress Sync Now 5. Production vs Non‑Production Instance Behaviour Some paid applications include restrictions on installation based on instance type. 5.1 Allowed on Sub‑Production If an app allows installation on test/dev instances, you will see "Ready to Install" after entitlement + T&C acceptance + sync 5.2 Not Allowed on Sub‑Production If an app restricts installation to production only, you will see "Not Licensed" on sub‑prod instances even after accepting T&Cs 6. Applications with Custom Terms and Third‑Party Apps Some applications include custom terms rather than ServiceNow's standard T&Cs. These may include: Additional legal requirementsVendor‑specific obligations To install or update these apps, you must: Accept the custom terms shown on the Store app page. (On top of Standard Terms Accepted before)Perform a sync on the instance The installation button remains greyed out until all terms are accepted. 8. Troubleshooting Installation & Update Issues Issue: App shows "Terms Not Accepted" Possible cause: T&Cs not accepted on Store Fix: Accept T&Cs in the StoreSync your instance in App Manager Issue: App shows "Not Licensed" Possible causes: Your contract does not include the appApp is not allowed on sub‑production instanceA required dependency is not licensed Fix: Select Request License on the application's Store page and contact your ServiceNow Account Manager for next steps.If the application is already part of your contract, simply open a case with ServiceNow Support for assistance. 9. Other Common Indicators & Their Meaning S.No 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.]