Who can see and hold a Catalog item

Audience decides who may see an item. Eligibility adds requirements; it never lets someone back in if the audience excludes them.

Who may see it

On the item's Rules tab, choose one:

• Everyone — anyone can see it, signed in or not.
• Customers — only people you recognise as customers.
• Staff only — nobody outside your team.

The same choice exists on each button, document, image and FAQ. There it can only narrow who the item already allows, never widen it. An item open to everyone can carry a button only customers see; a staff-only item can't have a button everyone sees.

What else has to be true

On a button, or on any document, image or FAQ, you can add:

• Only for customers who already have this — they hold an active membership, plan or subscription for this item. Tick the kinds that qualify, or leave them all unticked and we'll accept whichever one they have.
• Only for people in a segment — being in any one of the segments you choose is enough.
• Only once their application is approved — a decision has been made, not just submitted.

These stack. Adding two means both must be true.

Three things that aren't the same

Somebody who has messaged you is a contact. A completed purchase can make them a customer if your workspace counts it. Neither means they hold *this* membership — and holding it doesn't automatically let them use every action on it.

A paused membership can still count towards being your customer, but it doesn't meet an active-membership requirement. Holder-only content stays closed while it's paused.

What a customer sees when something is held back

Restricted documents and buttons are hidden without naming what the customer can't see.

Set the starting point for a whole type

Open Catalog → Public Catalog settings, choose a type, and open Who can see and hold it.

• New items sets the starting audience for new items and the holder-only choices for new buttons and attached content. You can change those choices on the item. Changing the starting choices doesn't rewrite existing items, buttons or content.
• What a customer can have chooses which memberships, plans or subscriptions may be added from now on, including for items already published. It doesn't remove what customers already have. Leave every choice unticked to use the usual set for that type.
• What makes someone a customer is set for your whole workspace in the settings for all types. Choose which completed orders, successful payments, kept appointments or current memberships count. Type settings show these choices but can't change them. Leaving every choice unticked uses the usual set; it doesn't mean nobody qualifies.

These are different decisions. Allowing a new membership doesn't, by itself, decide who may see a customer-only item.

When someone can't see what you expected

They aren't signed in. Anything above "Everyone" needs us to know who they are.

They're a contact, not a customer. Messaging you doesn't make someone a customer. See Leads, contacts and customers.

Their membership is paused. It may still count towards being a customer, but it doesn't meet an active-membership requirement.

Their segment isn't active, or they've since dropped out of it. Segment rules are checked live, not when you set them.

Their application hasn't been approved. Submitted isn't approved.

Your settings weren't saved. Check your choices and try again. If someone else changed them, refresh before saving so you don't replace their changes.

The settings didn't load. Choose Try again to reload them before making changes.

Related

• When a Catalog item's membership or plan needs review
• Staff visibility and customer access
• Leads, contacts and customers
• Customer actions on a Catalog item
• Set up Catalog type settings
• Manage offers in your Catalog