Paid App option disabled/grayed out for Global App upload – "Paid apps are not supported..."

[Krishna_M]

Hi everyone,

I am currently trying to upload a Global App through the Freshworks Developer Portal. However, when I reach the App Pricing section, the “Paid” option is completely grayed out and disabled.

When hovering over it, I get the following tooltip message:

“Paid apps are not supported for the products or modules in which the app works”

(See attached screenshot below for reference)

Context:

• App Type: Global App

• Platform Version: Node.js 24 (Platform 3.1)

• Current Behavior: Only “Free” and “In-App Purchase” options are available to select.

My Questions:

1. Is there a known restriction that prevents Global Apps from being listed as standard “Paid” apps (charged per account/agent at installation)?

2. Does the Freshworks ecosystem require Global Apps to use the In-App Purchase model exclusively if they want to monetize?

3. Are there specific products or modules selected in my manifest file that might be triggering this restriction?

Any insights, documentation links, or workarounds from the community or the Freshworks team would be greatly appreciated!

Thanks in advance!

[Bene_Immanuel (Benny Immanuel)]

@Freddy
What do you think about this?

[Himanshu_Sharma]

Hi @Krishna_M,

Global Apps can be Paid. The Paid option is disabled when your manifest.json includes modules tied to products that don’t support native marketplace billing (per agent/account). In-App Purchase is the usual alternative for those products.

Which modules does your app declare in manifest.json (or show under Works with in the Developer Portal after upload)?

Specifically, does it include any of these: lead, support_portal, chat_user, chat_conversation, or Freshcaller modules?

That will tell us whether you should use In-App Purchase or narrow the modules to enable Paid.

[Krishna_M]

thanks for the reply