Handling "Move Delayed" Issues in Marketplace App Data Residency Moves

This article covers cases where:

• A customer schedules a Marketplace app data residency move in Atlassian Administration, and

• The app shows “Move delayed” (or appears stuck in a scheduled move)

• The customer often can’t cancel or reschedule the move from the UI.

Example: SUPPORT-252568
https://appfire.atlassian.net/browse/SUPPORT-252568

Based on previous cases (e.g. SUPPORT-252568) and Atlassian’s behavior:

• The migration request was correctly forwarded from Atlassian to our app, and our endpoints are typically:

  • Returning HTTP 200 to migration-related calls

  • Handling requests without internal errors

• The status in Atlassian’s UI (“Move delayed”, stuck move, no Cancel option) is:

  • Not documented in public Atlassian data residency docs

  • Often indicates an inconsistent state on Atlassian’s side (transfer stuck, UI not updated, etc.), not a vendor-side failure

• The “Cancel move” action in the UI:

  • Only works reliably when the status is MOVE SCHEDULED (per Atlassian docs)

  • Does not reset a stuck / delayed transfer once it’s already in an internal in‑progress or inconsistent state.

Implication: In these cases, only Atlassian can unblock or reset the transfer.

When you see “Move delayed” / stuck app move:

1. Confirm basic context with the customer

   • Which site URL (e.g. example.atlassian.net)?

   • Which app(s) and SEN(s) (if applicable)?

   • Target region they’re trying to pin to.

   • Approximate date/time the move was scheduled.

2. Verify our side (Appfire app) is healthy

   • Check Cloud Manager / tenancy details (e.g. internal link like in SUPPORT-252568:
     https://admin-cloud.softwareplant.com/#/tenants/<tenantId>).

   • Confirm:

     • Migration / data residency related calls from Atlassian are present.

     • Responses are HTTP 200 (or other success codes).

     • No repeating internal errors that would explain a failed move.

   • If there are genuine errors on our side, handle them as a defect first and only then respond to the customer.

3. Look for known Atlassian platform issues

Useful references (read-only, do not share directly with the customer unless appropriate):

• General Marketplace app move behavior and statuses:
  https://support.atlassian.com/security-and-access-policies/docs/moving-your-marketplace-apps-data-to-another-location/

1. If our endpoints look fine

If:

• Incoming Atlassian migration / residency calls are succeeding, and

• There is no clear vendor-side error, and

• The customer still sees “Move delayed” and cannot cancel,

then:

• Treat this primarily as an Atlassian platform issue.

• Our role is to:

  • Confirm that our side is ok, and

  • Direct the customer to Atlassian Support with precise wording.

You can adapt this wording for customers when you’ve confirmed that our side is behaving correctly (as in SUPPORT-252568):

We’ve reviewed the data residency migration status together with our development team and inspected our migration endpoints in detail.

Based on our findings, the mechanism on our side appears to be working correctly:

• All incoming migration-related requests from Atlassian are returning successful (HTTP 200) responses.

• We also see other recent data residency migrations completing successfully, which confirms that migrations are generally functioning correctly on our end.

The “Move delayed” status is something we’ve encountered before. While it typically indicates that the migration process has stalled, this status is not documented by Atlassian, and in these cases we don’t see any errors or failed responses from our side that would explain the delay.

It’s also important to note that the Cancel move option in Atlassian Administration does not allow customers to fully reset a stuck migration. When a data residency move ends up in this kind of inconsistent state, Atlassian needs to intervene manually because they control the migration orchestration and UI status.

Recommended next step:
Please raise a support ticket directly with Atlassian Support, reference the affected app(s) and your site URL, and mention that the Marketplace app data residency move is stuck in the “Move delayed” state and cannot be cancelled or rescheduled. Atlassian should then be able to investigate and “unstick” the migration from their side.

If Atlassian needs any input or confirmation from us as the Marketplace vendor, we’ll be happy to help.

Forward the case to the dev team when:

• You see repeated 4xx/5xx from Atlassian migration platform to our endpoints.

• There is a pattern specific to certain region(s) or tenants.

• Atlassian Support explicitly points to a suspected issue in our app behaviour.

Otherwise, for “clean” cases like SUPPORT-252568, no internal fix is needed; the action is with Atlassian.