Hello everyone,
As the title suggests, I am having some trouble increasing the installation count of my App so that it might be eligible for the marketplace listing review process. I have installed the app on different accounts of my customers that I have access to, using the example oauth installation link. I can confirmed that the app was successfully installed (seen in connected app). Yet, the number of installation remains 0. Am I missing something here? I appreciate anyone sharing their knowledge on this matter. Attached is the image of what I see in the customer’s account (top image) and what I see in my app listing in developer account (bottom image).
Hi @HaNguyen 
, I hope that you are well!
Thanks for reaching out to the HubSpot Community about the Chathero integration!
To clarify, active installs are defined as the number of unique HubSpot production accounts, unaffiliated with your organization, showing successful app activity within the past 30 days.
Simply installing the app via OAuth isn’t enough, the app must generate successful API calls or activity in those accounts.
Please keep this in mind:
- Test accounts and accounts affiliated with your organization are excluded from the count
- The app must show successful API activity (not just be connected) in the last 30 days
- For marketplace listing, you need at least 3 active installs
- For certification, you need at least 60 active installs
Your installations may show as 0 because:
- The accounts may be affiliated with your organization
- The app hasn’t generated successful API activity in those accounts yet
- The accounts may be test accounts rather than production accounts
To increase your count, ensure your app is actively making API calls in unaffiliated production accounts.
Here are some resources that might be of interest:
- App Marketplace | App certification requirements
- HubSpot Marketplace | App listing requirements
- Manage apps in HubSpot
I hope this helps!
Have a lovely day! 
Bérangère
This post was created with the assistance of AI tools
Hello @BérangèreL !
Thank you for the detailed answer. I would like to give replies to some of the possible causes you listed:
- I think I can rule out the API activity related causes since the app API Calls Logs shows successful requests.
- The account is not a test trial account. It is however a"free tool" account.
May I ask if there is one or more specific conditions for a hubspot account being flagged as affiliated to me or my developer account or my company accounts? What if I am the super administrator of my customer account or I create the Hubspot account for my customer?
Thank you in advance!
Nguyen
Hi @HaNguyen and thanks for getting back to us!
Active installs are defined as the number of unique HubSpot production accounts, unaffiliated with your organization, showing successful app activity within the past 30 days.
What counts as “affiliated” accounts are:
- Accounts affiliated with your organization are excluded from the active install count
- Test accounts are also excluded
- The accounts must be production accounts (not developer test accounts)
What counts as “app activity” are:
- OAuth-authenticated requests to HubSpot’s APIs
- Signed requests from HubSpot webhook subscriptions
- Extension requests (e.g., CRM card data fetch requests)
When looking at the certification requirements, accounts that are connected to your developer account, company accounts, or where you have administrative control would likely be considered affiliated and excluded from the count.
I’d love to put you in touch with our Top Experts: Hi @HubDoPete, @TomM2 and @Anton do you have other suggestions to help @HaNguyen, please?
Thanks so much in advance for your valuable contributions! 
Bérangère
Hi @HaNguyen , this confusion is very common, and your follow-up questions are exactly the right ones.
In practice, “affiliated” is broader than just test or developer accounts. HubSpot looks at signals of organizational control and ownership, not only account type.
If you are the Super Admin on your customer’s portal, if you created the portal on their behalf using your email domain, or if that portal is linked in any way to your company’s org or developer account, it is very likely treated as affiliated and excluded from the active install count. Even if it’s a real production portal and even if API calls are flowing, that affiliation alone can keep installs at zero.
Free tools accounts can count as production accounts, but only if they are truly independent. That usually means the customer owns the account, uses their own email domain, and you are not the primary admin or creator of the portal. Being added later as a technical admin can still be okay, but being the original creator or long-term Super Admin is often enough for HubSpot to classify it as affiliated.
One subtle but important point is that the Marketplace counter is not real-time and not purely driven by API logs. It’s a derived metric that’s recalculated periodically, based on eligibility rules. So it’s possible to see successful API activity in logs while the install still does not qualify.
In 2025, the most reliable way teams move past this stage is by onboarding a few early customers who install the app themselves into their own HubSpot portals and actually use it for a real workflow over a few weeks. Once those accounts show OAuth activity and are clearly unaffiliated, the install count usually starts moving.
Hope this clarifies what HubSpot is looking at behind the scenes.