What to check when an app card is locked

What a locked card means

When an app card on My Apps shows a Locked pill and an Upgrade button (instead of Open), it means one thing: the app is not included in your current plan. It has nothing to do with a bug, a broken app, or your account being suspended. The app is simply above your workspace's access tier.

Read the access tier first

Every app card shows a category / access line, such as "Platform & AI / Agency." The second word is the access tier the app requires. There are three tiers, matching the three membership plans:

• Core — base client workspace access (entry plan).
• Pro — expanded app access for growing teams.
• Agency — the fullest access, for agencies and multi-brand operators.

If an app is tagged Agency and you're on Pro, it will show as Locked until you move up.

Steps to unlock

1. On the My Apps page, find the locked app and note its access tier (Core, Pro, or Agency).
2. Select Upgrade on the card. You're taken to Billing with that app pre-selected, so you don't have to hunt for it.
3. On Billing, review which plan includes the app and what it costs.
4. If you're able to change the plan, complete the upgrade. If not, share the app and required tier with whoever manages billing for your workspace.
5. After the plan covers the app, its card flips to Entitled and the button becomes Open.

If you think it should already be unlocked

Sometimes an app should be included but still shows Locked. Check these in order:

• Are you in the right workspace? Entitlements are per organization. Confirm the active org via the top-bar breadcrumb; if you have multiple, switch and recheck. See Confirm you are in the right workspace.
• Was a plan change just made? Entitlements update after billing changes are processed. Reload My Apps to pick up a recent upgrade.
• Is your role limited? Some members have roles that restrict what they can access even within an entitled workspace. Ask your workspace administrator.

A quick example

Payne Coaching is on the Pro plan. Ross wants to use StretchVault for password management, but its card reads "Platform & AI / Agency" with a Locked pill. That's expected — Vault is an Agency-tier app. Ross selects Upgrade, lands on Billing with Vault pre-selected, and sees that moving Payne Coaching to Agency unlocks Vault (and the other Agency apps). Ross forwards the plan comparison to the account owner to approve the change. Once Agency is active, Vault shows Entitled and opens normally.

Tips

• Match the app's tier to your plan before upgrading. If only one Agency app is locking you, weigh whether the whole tier is worth it, or whether a Pro-tier alternative covers the need.
• The Upgrade button is the shortcut, not a purchase. It just takes you to Billing with the app selected; nothing is charged by clicking it.
• Confirm the workspace first. The most common false alarm is being in the wrong organization, where your plan differs.

FAQ

"Does clicking Upgrade cost me anything?" No. It opens Billing with the app pre-selected so you can review options. You only change anything if you complete a plan change there.

"I upgraded but the app is still Locked." Reload the My Apps page so entitlements refresh. If it persists, confirm the plan change completed in Billing and that you're in the correct organization.

"Can I unlock a single app instead of a whole tier?" Apps are grouped into Core/Pro/Agency tiers, so unlocking is generally done by moving to the plan that includes the app. Check Billing for the exact options available to your workspace.