⏱ Estimated time: 3 minutes
👤 Role: System Administrator / Operations Manager
How to identify why a package is missing from the active list.
How to correctly allocate a package to a specific site.
How to toggle the activation status of a package.
Use this guide if a package has been created but is not appearing within the Settings > Packages menu.
Key Logic: The EMS platform uses a "Visibility Hierarchy." For a package to be visible to a user, it must be both Active (globally enabled) and Allocated (assigned to the specific site the user is currently viewing).
Ensure you have permissions to access the Settings module.
Confirm the package has already been created in the system.
Navigate to Settings > Experiences Box > Packages. Now, because the package is not showing in your "Active" view, you'll need to click "Show Inactive" to show all packages.
Open the settings for the missing package. Locate the Sites section at the bottom of the package. If a package is not assigned to a site, it remains "homeless" and will not appear in any site-specific lists.
Ensure the checkbox for your specific site is ticked.
Click Save to apply the allocation.
Check the Status toggle or checkbox within the package configuration.
Warning: If a package isn't ticked as Active, it is globally hidden from all operational lists, even if it is correctly allocated to a site.
Set the status to Active.
Click Save.
In some instances, the EMS cache may hold onto old view states. After saving your changes, refresh your browser or log out and back in to force the system to pull the updated package list.
Audit Regularly: Periodically review your "Inactive" list to ensure legacy packages aren't cluttering your database or being reactivated by mistake.
Naming Conventions: Use clear prefixes for site-specific packages (e.g., "LON - Standard Package") to make the Site Allocation step easier to manage at a glance.