Published Zoom App installs but never appears in My Apps for regular users (Local Test works)

Zoom Apps
1

We have a published Zoom Marketplace app called Cybenta (General App + Zoom App SDK, Meetings surface) and are seeing a distribution/client issue for non-developer users.

App:

  • Published production app

  • Zoom App SDK enabled

  • Meetings surface enabled

  • Home URL configured correctly

  • Domain allow list configured

What works:

  • Local Test from developer portal works perfectly

  • App opens inside meetings for developer accounts

  • OAuth works successfully

  • /v2/users/me returns 200 after authorization

  • App appears under marketplace installed apps after user clicks Allow

What does NOT work:

  • For regular (non-developer) users, the app never appears in “My Apps” in the Zoom desktop client

  • Clicking “Open” inside a meeting does nothing

  • No request ever reaches our Home URL or backend

  • Restarting Zoom does not help

What we’ve already ruled out:

  • Credentials mismatch

  • Home URL / allow list issues

  • OAuth issues

  • Desktop client reinstall

  • App uninstall/reinstall

  • Meeting ownership / host role issues

  • In-client OAuth settings

Because Local Test works but production users cannot launch the app, this appears to be a Marketplace distribution / client entitlement issue rather than an app implementation issue.

Can someone from Zoom verify whether this published app is properly enabled for desktop Zoom Apps distribution for regular users?

2

Can someone help with this please as some customers are affected of this issue?