There are several possible reasons why your tickets or products may not be appearing for sale. The steps below will help you identify and resolve the issue.
Step 1: Use the Product Status Checker
The quickest way to diagnose the problem is by using the Product Status Checker, which can be found in the Event Management menu for the relevant event.
The Product Status Checker allows you to:
Confirm how many tickets/products have been added
Check that event sales start and end dates have been entered
View a full list of products and their current status
Products showing as “On Sale”
If a product is marked as Display and the current date falls between the defined start and end dates, it will show as On Sale in the report.
Products not currently on sale
If a product is not on sale, it will appear in the report with a red cross.
To make changes, simply click on the product name to open its settings.
No tickets or products added
If no tickets or products have been added to the event, the Product Status Checker will clearly advise this.
Click here for guidance on how to add tickets/products. This FAQ is also available directly from the Help Centre.
Missing event sales dates
If event sales start and end dates have not been entered, the report will display red crosses. In this case, return to the Event Setup page and enter the required dates.
Dates outside the current date
If the start and end dates fall outside the current date, they will also appear with red crosses. Any products linked to these dates will not be visible for sale in your shop.
The report will indicate where the dates are set:
E = Event-level dates
P = Product-level dates
You can amend these dates by clicking on the product name.
Step 2: Manually check your settings
If everything looks correct in the Product Status Checker, you can manually review your settings using the steps below.
1. Check that tickets/products are set to “Display”
Make sure your tickets or products are set to display:
Go to Admin > Events
Select Tickets / Products from the event management menu
Click Edit Product from the product management menu, or click the product SKU
Scroll down to the Display field and ensure it is checked
If this option is not selected, the product will not appear for sale.
2. Check the event has not been converted to a product group
Ensure your event hasn’t been accidentally converted into a product group (or vice versa):
Browse to Admin > Product Groups
Check whether your event appears in the list
If it does, select Convert to Event from the product group management menu to restore it
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