Why are apps missing from my portfolio?

Troubleshooting: App Missing from UI but "Already Exists"

It can be frustrating when you try to add an application to your portfolio only to be told it’s already there—yet you can’t find it anywhere in your portfolio. This usually happens because the app is being filtered out of your primary view based on its status.

Here are the three most common reasons why an app might be "missing" from the UI and how to resolve them.

1. The App is Marked as "Hidden"

The application may have been manually hidden from the global view by an administrator. When an app is hidden, it still exists in your portfolio (preventing you from adding it again), but it won't appear in your standard application lists.

• How to check: Navigate to your Settings. Look for the App Visibility button to review apps that may have been hidden by other users.
• The Fix: If found, you can toggle the visibility back to "Visible" to make it reappear in the UI.

2. The App is "Inactive"

Productiv categorizes apps based on their engagement levels. If an application has no recent login activity or data flow, it is moved to an Inactive status. By default, many UI views only display "Active" or "Delayed Data" applications.

• Why this happens: To keep your dashboard clean, the system prioritizes apps that are currently being used by your employees.
• More Info: You can learn more about how we categorize these states in our guide https://help.productiv.com/article/590-active-apps-apps-with-delayed-data-and-inactive-apps .
• The Fix: Adjust your Portfolio filters to include "Inactive" apps to see if the missing software appears.

3. The App is Not in the Global App Catalog

In some rare cases, the app may be recognized by our backend but hasn't been fully mapped to our App Catalog. This can cause a "limbo" state where the system knows the app is associated with your account, but it doesn't have the metadata required to display it properly in the UI.

• The Fix: This requires a manual update from our team. Please generate a support ticket with the name of the application and any relevant login URLs. We will add it to the catalog so it populates correctly in your portfolio.