An offer is missing from the shop
Use this when an offer should be for sale online but customers cannot find it. These checks cover the most common causes in the order they are fastest to rule out. For the full diagnostic, use Troubleshoot availability and capacity; for the underlying model, see How sales channels and visibility work.
1. Check the publishing state
Open the offer in the back office and check its header:
- Not published or Will be published on a future date — the offer is invisible to customers.
- Hidden from shop — Hide from shop is on, so the offer is excluded from listings and search even though it is published.
- Archived — the offer is not sellable until restored.
Hide, unpublish, or pause an offer explains these mechanisms and how to reverse each one.
2. Check the sales channel and sales period
Open the offer's Sales channels tab:
- The offer needs a rule for Online shop.
- Check Sales start and Sales end — outside the sales period the offer is unavailable even when everything else is correct.
3. Check prices
Open Prices. At least one active price must be visible on the Online shop sales channel. An offer with prices only for POS or back-office channels can be invisible or unbuyable online. If the back office shows Sales channels are missing prices, fix that first.
4. Check dates, inventory, and capacity
- For events and time-slot offers, the event date or next generated time slot must be in the future. Products and vouchers do not need a future event date.
- For offers that consume event, admission, resource, or sales-channel capacity, enough capacity must remain for the requested quantity, including any online-channel allocation.
- For products, check sellable inventory where inventory tracking is enabled. For vouchers and other offers without capacity allocation, check that the offer is active, priced, and available on the online sales channel.
These checks are covered step by step in Troubleshoot availability and capacity.
5. Check the shop page
An offer can be sellable but unlisted. Open Shops, select the shop, and confirm that an active page includes an offer list that covers this offer type, and that filters, categories, or tags do not exclude it. Test a direct link to the offer: if the direct link works but listings do not, the problem is page setup, not the offer.
Expected result
You can name which layer hides the offer: publishing, hidden state, sales channel, sales period, price visibility, applicable date or availability, inventory or capacity, or shop page. After changing the setting, retest the exact public shop URL a customer would use.
Before contacting support
Collect:
- offer name and type
- the shop URL tested and whether a direct link works
- screenshots of the offer header, Sales channels, and Prices
- when the offer was last visible, if known
- recent changes to the offer, prices, or shop pages
