Understand app entitlements and locked apps

The App Launcher and what it shows

The My Apps launcher at /my-apps displays every StretchSuite app as a card. Each card is tagged either:

• Entitled — your organization's plan includes this app and you can Open it, or
• Locked — the app isn't included in your current plan; the button reads Upgrade and takes you to Billing.

The launcher also shows, per app, an access tier (Core, Pro, Agency, or Suite) and a category, so you can see what plan level unlocks it.

Two gates decide if you can open an app

This is the concept that resolves almost every "why can't I open this?" question. Opening an app requires both of these to be true:

1. Organization entitlement (plan gate). The organization's subscription must include the app. This is what makes a card Entitled vs. Locked. Higher tiers include more apps; some apps require Pro, Agency, or Suite.
2. Member access (people gate). You must be allowed to open it. Owners and admins have full access; members only get the apps an admin granted them (see Control per-app access for members).

If the plan doesn't include an app, it's Locked for everyone until someone upgrades. If the plan includes it but you're a member who wasn't granted it, the org has it but you personally can't open it.

How tiers map to apps

Each app has an access tier that indicates the plan level required:

• Core — foundational apps included at the base level (for example, support, projects, basic web/site management, and workspace utilities).
• Pro — a broad set of client-work apps such as CRM, scheduling, calendar, meetings, tasks, social, forms, pages, design, analytics, files, docs, shop, and search tools.
• Agency — higher-tier apps such as books/finance, mail campaigns, vault, contracts, learning, and automation.
• Suite — the fullest bundle across the platform.

The exact contents of each tier are shown live in Billing; treat the labels on each My Apps card as your quick guide to what plan a given app needs. See Understand plans, bundles, and pricing.

Steps: open or unlock an app

1. Open /my-apps.
2. Find the app. If it shows Entitled, select Open to launch it.
3. If it shows Locked, select Upgrade — this takes you to Billing pre-focused on that app (the URL carries the app key, e.g. /billing?app=crm).
4. In Billing, choose the tier or bundle that includes the app and complete checkout (owners manage this — see Manage your subscription and invoices).
5. After the subscription updates, return to /my-apps; the app becomes Entitled. Note that entitlement changes can take a moment to appear while billing syncs.

Realistic example

Leo, a member at Summit Realty, opens /my-apps and sees StretchProjects marked Entitled (his admin granted it) but StretchBooks marked Locked. Summit is on the Pro tier, which doesn't include Books (an Agency app). Leo selects Upgrade on the Books card, which sends him to /billing?app=books. Because Leo is only a member, he can't complete the purchase — but the Billing page makes clear what's needed, so he asks the owner, Dana, to upgrade to Agency. After Dana upgrades and grants Leo access, Books shows Entitled and Leo can open it.

Tips

• Locked ≠ broken. A Locked app is working exactly as intended — it's just not in your plan yet.
• Members: two reasons an app might be closed. Either the org doesn't have it (plan gate) or you weren't granted it (people gate). Ask your admin which one applies.
• Give billing a moment after upgrading. Entitlements refresh after the payment provider confirms the change; if an app doesn't unlock instantly, wait briefly and reload /my-apps.

Troubleshooting

• An app is Locked but I thought we paid for it. Confirm the organization's current plan actually includes that tier (check Billing). Bundles and specific tiers matter — being on Pro won't unlock an Agency app.
• The app is Entitled for the org but I can't open it. You're likely a member who wasn't granted it. Ask an owner/admin to check the box for you on /team (see Control per-app access for members).
• I upgraded but the app still shows Locked. Entitlement sync can lag briefly after checkout. Reload /my-apps after a moment; if it persists, confirm the checkout completed and contact billing support.

FAQ

Why does an app show a tier like "Pro" even though we're on Core? The tier label tells you what plan level the app requires. If you're below that tier, the app is Locked until you upgrade.

Can an admin grant a member a Locked app? No. Members can only be granted apps the organization is entitled to. If the plan doesn't include it, upgrade first, then grant it.

Who can upgrade to unlock apps? The organization owner manages the subscription. Admins and members can see what's needed but the owner completes billing changes.