App shows installed but someone can't use it

Troubleshooting · Audience: tenant-admin · Permissions: workspace.apps.manage, role.owner

The difference between an app being active for your workspace and one specific person being allowed to use it.

What this does

Covers the most common reason an app that's clearly installed and active is still invisible to a specific person.

Who can do this

An administrator investigating why one person can't see or use an app.

What happens next

An app being active for your workspace and a specific person being allowed to use it are two separate questions — see "Who can manage an app's access." Activating an app in Apps only makes it available to be granted; it does not automatically give everyone access. Check the app's own access assignment (role, department, or individual) to confirm the affected person is actually included.

Troubleshooting

• The app works for some people but not others — this is almost always an access-assignment gap, not a bug.

• It doesn't work for anyone, including admins — check whether the app is actually Active (not just Installed) in Apps.