Why Visitors Can't See My Contact Information
Quick Answer
If you have a free listing, visitors must create and verify a Heritage Web account to see your phone, address, and website. This "login wall" is removed with sponsor status ($25/month), making all contact details immediately visible to everyone.
Overview
The most common reason visitors can't see your contact information is the login wall on free listings. However, several other factors might hide your details, including manual visibility settings, listing status, or technical issues. Understanding these factors helps you maximize visibility and contact opportunities.
Primary Reason: The Login Wall
How the Login Wall Works
For Free Listings:
Visitor finds your listing
Sees your name, bio, and Message button
Clicks to view phone number
Gets prompted to create account
Must verify email address
Only then sees contact details
For Sponsor Listings:
All contact information visible immediately
No account required
No barriers to contact
Instant access to everything
What's Hidden vs. Visible
Information | Free Listing | Sponsor Listing |
Name & Bio | Visible to all | Visible to all |
Message Button | Visible to all | Visible to all |
Phone Numbers | Login required | Visible to all |
Physical Address | Login required | Visible to all |
Website URL | Login required | Visible to all |
Other Reasons Contact Info Might Be Hidden
Reason 1: You've Hidden It Manually
Check your listing settings:
Navigate to Edit Listing
Review contact information sections
Look for "Show/Hide" toggles
Ensure desired info is set to "Show"
Common Hidden Items:
Phone numbers (hidden for privacy)
Physical address (work from home)
Specific locations (multiple offices)
Reason 2: Listing Not Approved
If your listing shows "Pending" or "Draft":
Contact details won't display publicly
Must wait for approval (1-3 business days)
Only approved listings show contact info
Reason 3: Listing Is Paused
Check listing status:
Paused listings are completely hidden
Includes all contact information
Reactivate to restore visibility
Reason 4: Publication Settings
You may have hidden from specific publications:
Check publication visibility settings
Ensure not hidden from main directories
Contact support if unsure about status
How to Fix Contact Visibility Issues
Step 1: Verify Listing Status
Must show "Approved" and "Published"
Check in your dashboard
If pending, wait for review
Step 2: Review Visibility Settings
Edit your listing
Check each contact field
Set to "Show" as desired
Save changes
Step 3: Consider Sponsor Upgrade
Removes login wall completely
Instant visibility to all visitors
$25/month or $240/year
Immediate activation
Step 4: Test Your Listing
Log out of Heritage Web
Search for your listing
Try to view contact info
Note what's visible vs. hidden
Important Notes
Message button remains visible regardless of free/sponsor status
You can selectively hide certain contact methods
Changes to visibility are immediate
Sponsor benefits begin instantly upon upgrade
Login wall applies to ALL your free listings
FAQs
Can I remove the login wall without becoming a sponsor? No, the login wall is a fundamental difference between free and sponsor listings. Only sponsorship removes it.
Why can visitors see my Message button but not my phone? The Message button is always visible to encourage contact, while direct contact information requires login for free listings.
If I hide my phone, can sponsors still see it? No, if you manually hide contact information, it's hidden from everyone regardless of sponsor status.
Do visitors know they need to create an account? Yes, they see a clear prompt explaining that account creation is required to view contact details.
Can I see who created an account to view my information? No, Heritage Web doesn't provide data on who views your contact information.
Next Steps
Check your current listing status and visibility settings
Test what visitors see by viewing logged out
Consider sponsor upgrade if losing contacts to login wall
Ensure all desired contact methods are set to "Show"
Monitor if hidden contact info is affecting lead volume