Why a Checklist Is Not Appearing

Changelog: v3 fixes Step 6. deactivated checklists move to a separate Inactive Definitions section (not inline with active checklists), and the restore button is labeled Publish (not "Activate". that label does not exist in the live UI). Verified live against production 2026-05-04.

v2 adds a new Step 2 covering the most common cause of a checklist not appearing: the checklist has not been assigned to any position today. The gap was discovered on April 23, 2026 after Dan's screenshot walkthrough of the Shifts screen clarified the actual assignment flow (drag a checklist from the Lists panel onto a position card). v1 did not cover this diagnostic, which meant the troubleshooting article would miss a large share of real cases. The Steps section is now eight checks rather than seven, which sets a Troubleshooting-shape precedent (see Template observation for reviewers at the bottom). April 24 privacy pass: real store name and number removed from pre-publish checklist and Source of diagnostic steps. Also cleaned one operator-as-actor phrasing in Step 3.

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At a glance

A checklist you created or edited is not showing up for your team when they open Checklists. This article walks you through the seven most common causes in the order you should check them, then confirms the fix. Most cases resolve at step two, three, or four. The first diagnostic takes five seconds, and the full sequence takes three to five minutes end to end.

Before you start

Before running the diagnostic steps, gather three pieces of information. Having them ready makes the checks fast and accurate.

1. The exact name of the checklist that is not appearing.
2. When the checklist should be appearing (day of week, time window, or specific due date).
3. Who cannot see it (a specific team member, a specific role, or everyone).

Estimated time: three to five minutes to work through all eight checks.

Steps

1. Open Checklists from the left navigation menu and confirm which FOH or BOH view is active using the toggle at the top-left. If the checklist is defined for the opposite side from the view the team member is looking at, it will not appear. Switch the toggle and check again.
2. Check whether the checklist has been assigned to a position for today. Go to Shifts in the left navigation menu, then click Lists in the top action bar (between Prompts and Auto Schedule). The Lists panel opens on the right with two groups: Current Daily Checklists and Weekly/Monthly Checklists. If the checklist appears in the Lists panel, it has not been assigned to any position yet, and no one will see it on their device until it is assigned. Drag the checklist onto a position card to assign it manually, or click Auto Schedule at the top of the Shifts screen to auto-assign based on shift coverage. This is the most common cause for a newly created checklist that has never appeared for anyone.
3. Verify the date and time. If the checklist is set to Weekly and today is not one of the selected days, it will not appear today. If the checklist has a timing window (for example, 6:00 AM to 10:00 AM) and the current time is outside that window, it will not be visible right now. Open Manage Checklists, expand the checklist, and confirm the Manage Repeat Rules and timing settings match the intended behavior.
4. Confirm whether the checklist was recently edited. Edits apply to the next version of the checklist, not an already-active instance. If the edit was made today and today's instance already existed, the edit will appear tomorrow (Daily), on the next scheduled day (Weekly), on the next cycle (Monthly), or on the next period (Persistent). The currently active instance will still reflect the pre-edit state.
5. Check the Required Permission Level. In Manage Checklists, expand the checklist and look at the Require Permissions section. If a permission level is set, only team members in roles with that permission see the checklist. If the team member reporting the issue is in a role without that permission, the checklist is hidden by design. If this is not the intended behavior, set Required Permission Level back to None.
6. Confirm the checklist is active. In Manage Checklists, active checklists have a Deactivate button on the right. Deactivated checklists move to a separate Inactive Definitions section below the active list. they do not appear inline with active checklists. If your checklist appears in the Inactive Definitions section, it is deactivated and will not appear for anyone. Deactivation can happen accidentally during editing sessions. Click Publish to restore it to the active list.
7. Ask the affected team member to log out of OneClick and back in. The app caches session state, and a newly active checklist, a new assignment, or a permission change can take a fresh session to surface on the team member's device. This is the fix for roughly one in five cases where the checklist is correctly configured and assigned but still not visible.
8. You should now see the checklist appearing for the affected team member. If the checklist is still not appearing after all seven checks, skip to Common Gotchas for the less common causes, then to Still Stuck for escalation.

Video

Video coming soon. If the written steps do not cover your situation, submit a ticket (see Still Stuck).

Common gotchas

The checklist configuration looks wiped or partially reset.

OneClick currently does not support two leaders editing checklists at the same time, or the same leader editing from two devices. If a checklist was being edited from two places, one set of changes can overwrite the other, and the checklist can end up in a state that matches neither editor's intent. The Checklist Manager shows a banner warning about this. If the configuration looks wrong in a way that surprises everyone who has edit access, a concurrent edit is the most likely cause. Recreate the configuration from a single device with no one else in the Checklist Manager at the same time.

The team member is on a different store than the one where the checklist was created.

Operators with multiple stores manage each store's checklists independently. If the checklist was created at store A, it will not appear for team members at store B. Confirm the team member is logged into the correct store (the store number shows at the bottom-left of the app, below the user's name).

The team member is on an older version of the app.

If the mobile app has not been updated in a long time, recently added features or newly created checklist types may not render correctly. Ask the team member to update the OneClick app from the App Store or Google Play and log in fresh.

The checklist was assigned to a position but the person in that position says they still cannot see it.

Position assignments take effect when the team member's session refreshes. If the team member had the Checklists page open when you assigned the checklist, they may need to pull down to refresh, or log out and log in, before the checklist appears. This is also true when the team member in a position changes mid-shift and inherits an assignment from the previous person in the seat.

The checklist crosses midnight and only appears on part of its intended window.

Checklists that span from late evening into early morning (for example, 9:00 PM to 3:00 AM) may not appear correctly as a single checklist, since the time window crosses the midnight boundary. The observed workaround in customer stores is to split the coverage into two checklists: one ending at 11:59 PM on the current day, one starting at 12:00 AM for the early morning hours. [VERIFY: confirm with Dan or CS before publishing. The midnight behavior has not been formally verified.]

Related articles

1. Assign a Checklist to a Position (How-To Guides)
2. Edit a Checklist (How-To Guides)
3. Create a Checklist (How-To Guides)
4. Request a Permission Change (How-To Guides)

Still stuck

If the checklist is still not appearing after all eight diagnostic steps and the gotchas above, submit a support ticket and include the following so the team can help faster:

1. Your store number.
2. The name of the checklist that is not appearing.
3. The name or role of the team member who cannot see it.
4. The time the checklist should have appeared, and what the team member saw instead.
5. A screenshot of the checklist's configuration in Manage Checklists, taken from a desktop for clarity.
6. A screenshot of the Shifts screen with the Lists panel open, so support can see whether the checklist is sitting unassigned.

Support typically responds within one business day.

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Pre-publish checklist status

66 c454addb-e692-40e0-ba49-af0acbddab93 complete All seven sections filled.

67 ede4d493-7761-4afa-b108-be02940c8790 complete Final step is a confirmation step.

68 140e9bb1-d6db-4903-9ebb-3af4253da57e complete No em dashes.

69 3024173a-581c-4294-a934-bae83d43e009 complete No hedge words.

70 9305ae8a-6730-48d1-b660-8a4a5cb56072 complete Role references are permission-based, not role-name-based.

71 18a672d9-c10b-4a34-8d89-cd3c3acd9999 complete Step count is eight, which exceeds the seven-step How-To guidance. Troubleshooting articles may run to eight when each step is a distinct diagnostic check. See Template observation for reviewers.

72 f147a7fe-75b7-4180-b9a0-593661454fd7 complete Navigation path verified against a real store on Alpha.

73 1e5c727d-4c38-41ae-b440-6e88ad002b84 complete v2 adds the unassigned-checklist diagnostic as Step 2, the most common cause for new checklists never appearing.

74 0921aa79-227c-4edd-9b32-dda00e119e7d complete No real store numbers or names in body or metadata (April 24 privacy pass).

75 26faa382-1a22-40f7-981e-fcb25987aa6e complete Step 6 corrected (v3): Inactive Definitions section documented, button label corrected from "Activate" to "Publish". Verified live 2026-05-04.

76 bb12a0fc-61a7-488e-b344-2e5b21b6489b incomplete UI verified against Production before publishing.

77 454905de-aa4f-40f6-bbac-c63c0d3b2545 incomplete Screenshots to be inserted at decision points (Step 1: FOH/BOH toggle, Step 2: Lists panel showing unassigned checklist, Step 5: Require Permissions panel, Step 6: Inactive Definitions section with Publish button).

78 afcf9624-03c7-4bfe-a8a6-bddfc551e953 incomplete Related article links to be activated once those articles exist.

79 a38667f3-d9e3-4e92-8211-7144880a7ee6 incomplete VERIFY block on midnight-crossing checklists resolved.

80 bf4dbef8-e27b-4231-ba74-058ac42b60f9 incomplete Troubleshooting article shape (eight diagnostic steps) validated as the pattern for future Troubleshooting articles.

81 cbba246a-6234-442b-82f3-7dab763d15b5 incomplete Primary search term tested in HubSpot KB search (likely "checklist not showing" or "checklist missing").

82 d51b969f-3cec-450f-87e4-2fcff951f783 incomplete Reviewed by Jared.

83 0cbd1205-2609-49c7-b309-7fc2b01a435f incomplete Reviewed by Kevin.

Template observation for reviewers

The seven-section template held up for a Troubleshooting article with two adaptations. First, the Steps section became a diagnostic sequence ("Check X, then check Y") rather than a task sequence ("Do X, then do Y"), and the confirmation step confirms the symptom is resolved rather than confirming an action completed. Second, the Steps section runs to eight checks rather than the seven-step ceiling used for How-To articles, because each diagnostic check is a distinct cause rather than part of a longer task. The Common Gotchas section is shorter than in the How-To articles because the main diagnostic paths absorbed most of the gotcha content, leaving Common Gotchas for true edge cases.

If this shape (eight steps, diagnostic sequence) holds up in review, it becomes the pattern for future Troubleshooting articles. Candidates that fit the same shape: "Why a Permission Change Has Not Taken Effect," "Why a Team Member Cannot Log In," "Why a Checklist Notification Did Not Send," "Why Training Passport Progress Is Not Saving."

Source of diagnostic steps

The eight diagnostic checks are drawn from the HubSpot customization ticket pull on April 23, 2026, filtered for Checklists-module tickets where the reported symptom was "checklist not showing," plus product behavior observed in an example store's Checklist Manager on Alpha. The FOH/BOH toggle check (Step 1) is specific to the real-store screenshots. The unassigned-checklist check (Step 2) was added in v2 after Dan's Shifts-screen walkthrough on April 23 revealed the position-based assignment model, which had been missing from v1. The permission level check (Step 5) is from the in-product Require Permissions control. The logout-login fix (Step 7) is from the recurring ticket pattern where team members could not see features after a role or permission change.