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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Sales Hub not visible ...
Customer experience | Sales, Customer Insights,...
Answered

Sales Hub not visible with Salesperson role; only System Administrator works

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Posted on by CU06011245-0 14

Hi everyone,

I'm facing an issue with Dynamics 365 Sales Hub access.

Scenario

  • Created a custom security role by copying the out-of-the-box Salesperson role.
  • Modified privileges only for:
    • Accounts
    • Contacts
    • Leads
    • Opportunities
    • Activities
    • Quotes
    • Products
  • Assigned the custom security role to the user.
  • Assigned Sales Enterprise app access.
  • Shared the Sales Hub app with the required security roles using Manage Roles.

App Access Checker Results

  • Sales Hub
    • Security = Yes
    • Visible = No
    • License = No

Observation

  • If I assign the System Administrator role to the same user, the Sales Hub app becomes visible and works correctly.
  • As soon as I remove the System Administrator role, the app is no longer visible.

Troubleshooting Already Performed

  • Refreshed the user in the environment.
  • Cleared the browser cache and tested in InPrivate mode.
  • Republished the app.
  • Verified that the app is shared with the required security roles.

Question

Has anyone experienced this issue before?

Is there any additional privilege, app configuration, or licensing requirement that I might be missing?

Any suggestions would be appreciated.

Thanks!

Screenshot 2026-08-07 123442.png
Screenshot 2026-08-07 123532.png
Screenshot 2026-08-07 123753.png
Categories:
Microsoft Dynamics CRM
Dynamics 365 Sales
  • Verified answer
    11manish Profile Picture
    11manish 1,459 Super User 2026 Season 2 on at

    Based on the information you've provided, the most important clue is the App Access Checker result:

    • Security = Yes 
    • Visible = No 
    • License = No 

    Since Security = Yes, your custom security role is being recognized by the application. The License = No result indicates that Dynamics 365 does not consider the user licensed to access the Sales Hub app, which is the first area to investigate.

    Troubleshooting steps

    • Verify the user's license
    • Compare your custom role with the out-of-the-box Salesperson role
    • Test with the out-of-the-box Salesperson role
    • Verify app sharing
    • Check environment access
    • Re-run the App Access Checker

    If the user has a valid Dynamics 365 Sales license and the App Access Checker still reports "License = No", this may indicate a licensing or provisioning issue rather than a security role problem. In that case:

    • Verify the license assignment in the Microsoft 365 Admin Center.
    • Confirm the license is supported for the environment.
    • Allow sufficient time for provisioning.
    • If everything appears correct and the issue persists, open a Microsoft Support ticket, as they can verify backend licensing and provisioning status that isn't visible to administrators.
  • Verified answer
    rajeshjamrodh Profile Picture
    rajeshjamrodh 64 on at

    You can also try the below option and may be your issue is resolve 

    If Sales Hub is visible to System Administrator but not to a user with the Salesperson role, the most common cause is app access/security-role configuration, rather than a problem with the Sales Hub itself.

    You can also verify with 

    New version (Modern) vs Classic App

    If this is a customized Sales Hub application, verify that you're testing the correct app.

  • Verified answer
    Daniyal Khaleel Profile Picture
    Daniyal Khaleel 871 Most Valuable Professional on at

    Don't start adding System Administrator or broad privileges to the custom role just to make the app visible.
    Instead, identify the missing privilege. This keeps the role aligned with least-privilege security.
    My suspicion based on your symptoms
    I did investigate these two things first:
    1. License = No → verify the actual Dynamics 365 Sales Enterprise license assigned to the user.
    2. Custom role copied from Salesperson → compare the custom role against the original Salesperson role, including non-business-table privileges, not just Accounts/Contacts/Leads/etc.

  • Verified answer
    NeerajPawar Profile Picture
    NeerajPawar 182 on at

    It looks like the issue is not with the security role since we have Sales enterprise app access role which is associated with the app and user as well. 

    The issue is with license, valid D365 license should be added to the user. Viral PowerApps or team member license (even if it works) are not valid license for Sales Hub access. 

    Also, it works for Sys admin, since certain checks are overridden for this role. 

  • Verified answer
    Syed Aqib Raza Profile Picture
    Syed Aqib Raza 210 on at

    The key point here is the App Access Checker showing License = No.

    Since the Sales Hub app becomes visible when the System Administrator role is assigned, but disappears when it is removed, I would first verify the user's Dynamics 365 Sales Enterprise license and app entitlement.

    I would also recommend testing with the original Salesperson security role:

    • Assign the user's Sales Enterprise license.
    • Remove the custom role.
    • Assign the standard Salesperson role.
    • Check the Sales Hub App Access Checker again.

    If the Sales Hub becomes visible with the standard Salesperson role, then the issue is likely related to a privilege/configuration that was removed from the custom role.

    Also compare the custom role with the OOB Salesperson role, including privileges required by the Sales Hub app and its components.

    The most important clue in your case is:

    Security = Yes | Visible = No | License = No

    So I would investigate the license/app entitlement first, rather than browser cache or republishing.

  • Verified answer
    ParthPatel249 Profile Picture
    ParthPatel249 220 on at

    The App Access Checker is giving you the answer directly , License = No is your real problem, not the security role configuration.

    System Administrator bypasses license checks, which is why it works. The moment you remove it, the license validation kicks in and blocks visibility.

    Do these two things first:

    Check the user's license in Microsoft 365 Admin Center , confirm they have a proper Dynamics 365 Sales Enterprise license assigned. A Power Apps or Team Member license won't work here, even if it partially functions elsewhere.

    Compare your custom role against the original Salesperson role , not just the business table privileges like Accounts/Contacts, but also the non-business/miscellaneous privileges that are easy to miss when copying a role.

    A quick way to confirm which is the culprit , temporarily assign the out-of-the-box Salesperson role to the user without any custom role. If Sales Hub becomes visible, your custom role is missing something. If it stays invisible, the license is definitely the issue.

     

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