Why a product isn't showing in LaunchPad (starting with Securly Home)

In LaunchPad, the products shown for a customer reflect what is on that customer's Securly account. If a product you expect to see isn't appearing, it is almost always because that product isn't reflected on the account yet — not a display bug. This article explains the most common reason, starting with Securly Home.

Securly Home always shows when Filter is present

Securly Home is part of Securly Filter. Because of this, Home appears in LaunchPad automatically for any customer that has Filter — there is no separate trigger to "turn Home blue" and no additional purchase required. If Home is not showing for a customer:

• Confirm that Filter is listed on the customer's implementation. If Filter is present, Home should appear alongside it.
• If Filter is present but Home still isn't showing, the implementation record may need to be refreshed from Salesforce (see below).

The same relationship applies to the other Filter-included features (for example Reveal and AI Chat): they surface in LaunchPad because Filter is on the account, not because they were bought separately.

General reasons a product may not appear

For products that are purchased on their own, a product shows in LaunchPad only when it is part of the customer's entitled product set. A product may be missing when:

• It hasn't synced from Salesforce yet. The product was sold but the LaunchPad implementation record hasn't picked it up. Refreshing the implementation from Salesforce resolves this.
• It isn't part of what was purchased. If the product was never added to the opportunity, it will not appear.
• It was removed from the implementation. A product that was manually removed will not show until it is added back.
• It is a school-level product on a district record. Pass and Flex are set up per school, so they show progress on the school tabs rather than at the district level.

What to do next

1. Check the customer's implementation in LaunchPad and confirm which products are listed.
2. For Home, verify that Filter is present — Home follows Filter automatically.
3. If a purchased product is still missing after a Salesforce sync, reach out to your Securly team so the account can be reconciled.