A product won't display online when something in its settings stops it reaching the checkout. By far the most common cause is the product's schedule, or its date and time availability. Other common causes are that the product hasn't been added to the checkout the guest is using, a variation is hidden from online sales, the product is archived and more.
This guide walks through the most common reasons a product is missing from a progressive checkout, ordered from most to least likely, so you can get it selling again fast.
It helps to open your checkout and the product side by side so you can compare their settings as you go. To open your checkout, from Venue Manager, go to Apps > Progressive checkouts > All checkouts, then select your checkout.
Check the product's schedule and availability
This is the leading cause for session passes, party packages and recurring passes not showing in online checkouts.
Go to Products > Schedules.
Select the product and open the relevant schedule.
Confirm any relevant variations are included in the Tickets section.
Check the schedule dates/times and operating hours cover the booking window.
Select Save.
Confirm the product is added to the checkout
From Venue Manager, go to Apps > Progressive checkouts > All checkouts.
Select the checkout the guest is using.
Select the Products tab.
Check that the product is listed.
Select View checkout to preview what guests see.
Check the variation isn't hidden from online sales
From Venue Manager, go to Products > All products.
Select the product and variation.
Select Advanced.
Make sure Hide from online sales is turned off. If only some variations are missing, this setting is usually why.
Check the product isn't archived
From Venue Manager, go to Products > All products.
Set the Status filter to Active.
Confirm the product and variation aren't archived.
Archived products are removed from online checkouts and POS but still appear in reporting, so a product can look live in a report while being hidden online.
Check capacity and resources
From Venue Manager, go to Bookings > Daily capacity.
Select the date in question.
Find the resource and time slot for the session. The page shows how many spaces are left for each slot (eg 17/20 booked, with three spaces left). If the slot is full, the session is sold out.
Check whether the capacity has been blocked. Blocked slots are highlighted yellow — staff can block capacity, which makes a session unavailable even when the schedule is correct.
Check tag-based filtering
If your checkout is set up to pull products by tag, a product without the matching tag won't appear. Add the matching tag to the product and it'll surface in the checkout.