Why is my stock item not appearing in the online checkout? – Help Center

Problem

A stock item isn't appearing as expected in the online checkout. This can happen when a stock item is sold on its own or when a stock item is added as an add-on to another product in it's product settings, such as a session or standard pass ticket.

Cause

A stock item will not appear in the online checkout if any of the following apply to the stock product's variation settings:

Its stock quantity is 0. If the item has a tracked quantity and it's reached 0, it will no longer be available for guests to select in the online checkout (it won't show up on the Select add-ons page in the checkout).
It's a stock item that isn't set to Unlimited in the stock item's variation settings.

This is especially important for stock items that are recommended add-ons to a session or standard pass ticket. If the quantity isn't set to Unlimited, the item is no longer available when the stock item runs out and won't show up on the Select add-ons checkout page.
The Hide from online sales option is turned on.

This setting in the Advanced section of the stock variation will prevent the item from appearing online.
It's a party package add-on limited by stock period availability. If the stock item has been added as a recommended add-on to a party package, it may be restricted by a stock period. Check the party package product settings to make sure the add-on's stock period covers the dates and times guests are booking for.
It's a package product inclusion that isn't set to Unlimited. If the stock item is included in a package product and its variation quantity isn't set to Unlimited, the package product itself will show as Sold Out in the online checkout once the stock runs out.

Solution

To resolve, check the stock item's settings in Venue Manager.

Depending on the cause, you may need to update the stock quantity, adjust the stock item variation settings or confirm the item is assigned to the correct checkout.
We recommend setting the quantity to Unlimited for stock items that are used as mandatory add-ons to sessions or standard pass tickets. This prevents the add-on from becoming unavailable and blocking the parent product from being purchased online.

A stock item product is different from an add-on product type. If it's an add-on product type you are troubleshooting, refer to the guide Create your add-ons.

Follow the steps below to troubleshoot and fix the issue.

Update the quantity of your stock item

From Venue Manager, go to Products > Stock > All stock.
Search for the stock product that requires updating.
Select the options menu and select Update quantity.
Select between Add and Set value and type in the amount of stock you have. Select Update Quantity.

Set your stock quantity to unlimited

From Venue Manager, go to Products > Stock > All Stock.
Search for the stock product that requires updating.
Select the options menu and select Edit.
Select the stock variation.
Select the checkbox for Unlimited.
Expand the Advanced section and make sure Hide from online sales is not checked. If it is, uncheck it to allow the item to appear online.
Select Save.

Confirm the stock item is available in the checkout you’re testing

Check the following:

The stock item is included in the online checkout you’re testing, or it’s linked as an add-on to a product that is included in that checkout.
If the stock item is set up as a recommended add-on, confirm it is linked to the correct main product in that checkout (eg the session ticket or standard pass).

If either of these don't apply, add the stock item or its parent product to the correct checkout and re-test.

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