UI extension card not found for public app that's working before

[SSun7]

Hi, I have two public apps, one of them is listed on marketplace and another one is not. I found today that the UI extension (which is a sidebar card for Contacts) in the listed app suddenly stopped showing for accounts that recently installed the app. By "not showing", I mean it cannot be found in Settings - Record Customization. However, the extension is showing and working properly for the non-listed app. Here're more details:
The listed app:
- for accounts that installed the app in July & added the card in July, the card is being rendered without any issue;
- for accounts that installe the app recently, the card cannot be found in Record Customization;
- the builds and deploys of the project for this public app are all showing fine without any issues;
- in the app setting page under Features - UI Extension, this UI extension is showing as well;
- our fetch url is not throwing any errors
The non-listed app: the UI extension is being found & rendered properly.
Thank you for any help. It's an urgent issue that I really need a response as soon as possible.

[RubenBurdin · Accepted solution]

Hi  @SSun7 , this behavior strongly points to a Marketplace versioning issue rather than a bug in your UI extension code. For public apps, HubSpot does not automatically expose new or changed UI extensions to newly installed portals unless the version containing that extension is approved and marked as the active Marketplace version.

Older installs can keep rendering the card because they’re still tied to the previously approved version, which is why July installs work and recent ones don’t. To check this, go to your app in the Developer Portal, open the Versions tab, and verify which version is marked as “Live” for the Marketplace. The version that’s live is the only one applied to new installs.

If your UI extension exists in a newer build that was deployed but never submitted or approved for Marketplace update, new portals simply won’t see it in Record Customization, even though it shows up under Features in app settings. HubSpot explains this versioning and approval flow here (https://developers.hubspot.com/docs/apps/developer-platform/list-apps/listing-your-app/listing-your-... )

One more subtle thing to confirm is that the extension definition (object type, location, and context) hasn’t changed between the approved version and your current code. Even small changes to extension placement can require re-approval to propagate to new installs. The fetch URL working and the extension appearing in the app settings are good signs, but they don’t override Marketplace version gating.

If you confirm that the correct version is approved and live and the issue still persists, this is one of the rare cases where HubSpot Support needs to inspect the Marketplace rollout on their side. At that point, referencing the install date difference between working and non-working portals is usually what helps them pinpoint it fastest. Hope this helps narrow it down quickly.

[SSun7]

Hi Ruben, following your advice, we submitted the latest deployed build for review yesterday and the app just got approved. However, the UI extension is still not showing even after I un-install and re-install the app. Could you provide some more insights please?

[SSun7]

Thank you! This is really helpful. Our app was deployed with a new build but we didn't submit it for approved. We just submitted the latest build and hopefully it could be approved soon and we could see if that resolves the current issue. We didn't change any code of the UI extension, only added a new scope in the project settings.

[SealaB]

Hi @SSun7,

Since this is a complex behavior involving marketplace listings and UI extensions, I’m tagging a couple of our Community Champions who are experts in this space to see if they have insights: @miljkovicmisa @KlemenHrovat and @ChristinaKay.
 

In the meantime, here are a few troubleshooting steps and checks that might help narrow down why the card isn’t appearing for new installs:

- Make sure the user attempting to view or edit the record UI in the new account has Super Admin permissions or explicitly has the “Customize record pages” permission (under Account > Users & Teams). If they don’t, they may not see the option to customize the layout or add the card.

-Navigate to Settings > Objects > [Object] > Record Customization. Click into the relevant layout/view (for example, Default view). Click “Add cards” on the right-hand side and check whether your app’s card is available there and can be added.

-Confirm that the version containing the UI extension code has been fully published, as well as approved and set as the active Marketplace version.

-Double-check that your app.json / app definition contains the correct UI extension configuration, and any allowed URLs, scopes, and extensions are consistent between the version you’re developing and the version that’s live in the Marketplace.

I'll check back to see if our champions have a more specific solution to offer. Let us know how these checks go on your end. 

[SSun7]

Hi Seala, how do I know if the current deployed version is approved and set as the active Marketplace version?

[KlemenHrovat]

@SSun7 unfortunately, I don't have a good idea of what could be wrong. We only have a private app (non-listed app)