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Bundle does not appear in the promotion category after publishing

A published bundle may not appear in the promotion category for a user if the user is not linked to a customer account or if the customer account does not have the required tier assigned. Use this article to check why a bundle is not visible and restore access where applicable.

 Symptoms

A customer may report that:

  • A bundle has been set to Published, but it does not appear in the promotion category.
  • The bundle can be found by some users, but not by others.
  • The bundle appears in search or promotion listings for one test account, but not another.
  • A user who previously could see promotions can no longer see them.
Cause

This issue can occur when the user account being used to test the promotion is not eligible to view the bundle.

Common causes include:

  • The user is an admin account and is not linked to a customer account.
  • The customer account does not have a customer tier assigned.
  • The customer tier was removed or overwritten during a system sync.
  • The bundle is published, but the viewing user does not meet the tier or account conditions required to see it.
Resolve the issue
  1. Confirm the bundle is published.
    Open the bundle setup page and check that the status is set to Published.
  2. Check whether the bundle appears for other users.
    Search for the bundle or open the promotion category using another customer-linked user account.
  3. Confirm the affected user type.
    Check whether the affected login is:
    • An admin user account, or
    • A customer-linked user account.
    Admin accounts may not have a customer tier and may not display the same promotion results as customer accounts.
  4. Check the customer account tier.
    For customer-linked users, confirm that the related customer account has the required tier assigned.
  5. Update the tier in the source system.
    If customer tiers are managed through an external system or sync process, update the tier in the source system instead of only updating it in the portal. Updating the tier directly in the portal may be temporary if the next sync overwrites the change.
  6. Refresh and test again.
    After the tier is updated, refresh the storefront and search for the bundle again.
Confirm the issue is resolved

The issue is resolved when:

  • The bundle appears in the promotion category for the intended customer-linked user.
  • The bundle can be found through search, if search visibility is expected.
  • The affected customer account has the correct tier assigned after refresh or sync.
Additional information

Admin users may not reflect the same catalogue or promotion visibility as customer users. For testing promotion visibility, use a user account that is linked to a customer account with the correct tier.

If the customer tier keeps being removed after sync, review the tier assignment in the source system. In some cases, sync updates for the affected customer account may need to be reviewed so that the tier is not repeatedly overwritten.