App shows installed but someone can't use it

Your workspace has the app, but a person gets locked out anyway.

App access is layered: subscription, department toggles, and role. A person being blocked means one of those layers is blocking them.

Follow these steps:

1. Confirm the subscription — the app must be installed workspace-wide (Apps / Settings > Modules).

2. Check the department toggle — Departments → the person's department → confirm the app is enabled.

3. Check the role/permission — Settings > Access Control → confirm the person's role grants the needed permission.

4. Check onboarding/billing gates — some apps stay hidden until workspace setup or billing is complete.

5. Check the person's account — confirm they are Active and not a portal (client) user.

6. Have them sign out and back in — access recalculates on the next auth.