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Adding a new user that doesn't seem to have same Custom ability for a template

As a transaction coordinator I started with one client in Trello on this person's platform.  Then I set up my own platform for a few other users.

Then I was invited to another user's platform today that I attempted to copy over templates but my custom features disappear on the cards.  On her platform, I don't even see the option for "Custom".  I'm wondering if her old platform needs system updates or what exactly is the issue.  There are a few things that do not look normal, but I am a newer user.  Thanks!  Patty

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