We are using the BETA and added UI Extensions to our app. This includes two new cards -- one designed for the Contact sidebar and one for the Contact main tab area. Our app had an old Contact CRM Card that these are intended to replace. We’ve left that old card in place while we try to make this transition work.
We built and deployed the new UI extensions and they work find in a developer Hubspot instance -- where we are able to add the new cards into their respective slots. But then we migrated our main app with these changes and confirmed that it now includes the new UI extensions and that a new version has been deployed.
But when we now look at our app in a customer portal, and try to add the new extensions, they are not available in the list of options when adding “App” cards. The old card is still there in the sidebar, but there’s no option to add either of the new ones. I don’t see any way to find out which version of our app is installed in that portal. We’ve waited now for 12 hours. Still nothing.
We tried uninstalling and reinstalling the app. Still nothing.
This is a public app. It is in a “draft” state -- because Hubspot tells us that we cannot publish an app that has an old CRM card. That was why we created these new ones.
Anyone have some good advice?
Hi @kingduff
Thank you for reaching out to the Community!
I’d like to invite some community members who are subject matter experts to join this conversation.
@karstenkoehler @danmoyle @Josh - Would you be able to share any insights on this? Your expertise would be greatly appreciated.
Best,
Victor
Hey there @kingduff. Great question. In full transparency, I’m not a developer nor am I an app creator. However, with what I know as a long time user and partner employee, plus some research I did using Perplexity for sources, here’s what I know about your situation. Some of this you may already know, but hopefully it helps.
You’re not alone in finding some difficulty with this. It seems to me that public apps in a “draft” state face restrictions. As you mentioned, HubSpot doesn’t allow publishing an app that still contains an old CRM Card, which I think is probably why your new UI Extensions aren’t showing as available for customers. Your developer instance is more permissive because it’s meant for testing and development, not production use.
Also, both your production (customer) and developer (test) portals must be opted in to the UI Extensions BETA for public apps. Sometimes, only the developer portal is enrolled by default. Double-check that the customer portal HubID is also explicitly enrolled in the beta program.
From what I’ve seen, UI Extensions aren’t always added automatically after install like they were with legacy CRM cards. An admin or user with “Customize record page layout” or Super Admin permissions must manually add the new cards to the contact views (as it sound like you’ve already seen). If the new UI Extensions aren’t showing in the list of available cards, it could be as simple as a configuration, permissions, or enrollment issue.
Have you checked HubSpot project errors? If you noticed any warnings like “missing components” or failure to recognize the new cards in the build, that could prevent proper rollout. I’d confirm you have no errors during hs project upload or hs project dev in your deployment logs.
These beta migration issues seem to be relatively common and usually relate to draft status, portal enrollment, or permissions. If you can’t remove the old card due to the need for continuity, I’d reach out to HubSpot for transition support—they’ve been responsive for similar communityty reports.
Dan, I really appreciate your response. I was aware of most of what you mentioned. The real challenge here is, as you mentioned, that we can’t afford to break our existing customers who are using our app. So deleting the old CRM card doesn’t work. And, of course, we can’t sign up all of our customers to the Hubspot beta program. And, meanwhile, we are trying to submit our app for approval to the Hubspot App Marketplace, which won’t allow us to do that while we still have the old card in place. And we don’t want to create a different app which would require our customers to replace our app. So it is a bit of a catch-22 for us. At the same time, I can’t seem to get anyone “live” to talk to at Hubspot support. The chatbot there is fun to talk to, but can’t solve the real problem.
My plan is to submit our app regardless, with the new UI Extensions in place and hope that we can resolve this as part of the submission process.
It seems a little dumb to me that Hubspot has kept the UI Extensions in BETA, while at the same time REQUIRING that you have to use UI Extensions in your app to get approved.
Again, thanks for your help.