thread Re: Stuck/hidden category or item on my site in Online Store

Stuck/hidden category or item on my site

glassperiod — Sun, 09 Mar 2025 04:18:00 GMT

I already chatted with customer service about this and was told it would be fixed, but the error persists.

In my online site, at the very bottom there's a category titled "Items", and it has one item which isn't present in my inventory/list of items in the backend. I also do not have a category titled "Items". When trying to add this item to the cart an error pops up. What's this and how do I fix it? Screenshots below.

Re: Stuck/hidden category or item on my site

TheRealChipA — Sun, 09 Mar 2025 12:25:37 GMT

Hi @glassperiod. This happened to me a couple of times a year or so ago. After trying everything, I finally resorted to the nuclear option. I unpublished my website and re-published it. This has the effect of wiping the slate clean, quite often.

To unpublish a site, go to your dashboard > Online > Website > Site Preferences. Near the bottom of that page click the Unpublish button. After you’ve done that, wait a minute or so, then publish your site again as you normally do when you make changes.

I hope that also works for you!

Re: Stuck/hidden category or item on my site

glassperiod — Sun, 09 Mar 2025 14:48:25 GMT

I tried this, but sadly it did not work. 😞

Re: Stuck/hidden category or item on my site

TheRealChipA — Sun, 09 Mar 2025 16:28:06 GMT

@glassperiod Sorry to hear that. It was worth a try, at least. You didn’t say when you chatted with customer service. But if was yesterday, or even late Friday, the engineers might not have looked at if to fix it, yet. Most of the weekend staff is dedicated to system failures and such and like many tech companies they don’t have a full staff on weekends. So, it might just be that patience is needed here. Just in case, I will take the Square Moderators who might be able to confirm that the fix is on someone’s list.

@Kassi_@RSosebee1 @_Violet @MayaP @RobynR @Summer2024 @Ellie_@Katie_SQ @Laurie_@Sineaid @Sammie_C

Re: Stuck/hidden category or item on my site

Sineaid — Mon, 10 Mar 2025 11:16:52 GMT

Hi @glassperiod,

Welcome to the Community!

As Chip mentioned, un-publishing and re-publishing normally does resolve sync errors like this. Thanks for jumping in to help @TheRealChipA!

As it's not worked on this occasion, I'll be happy to take a closer look. It may be a case that our engineers need to re-index your site on the back end.

If you could share a link to your site, I'll reach out to our engineers directly or press for an update if it's already been assigned to the team.

Re: Stuck/hidden category or item on my site

glassperiod — Sun, 16 Mar 2025 01:55:17 GMT

Hey,

I unpublished my site for a couple of days. I just checked and the pesky error is still there. Here's a link to check it out: http://caribbean-to-go.square.site/

I'm open to nuking it and starting over if it comes to that.

🤞

Re: Stuck/hidden category or item on my site

Summer2024 — Wed, 19 Mar 2025 21:34:06 GMT

Hey @glassperiod ! I am going to re-escalate this to our ecommerce team. 😁

Re: Stuck/hidden category or item on my site

Summer2024 — Wed, 19 Mar 2025 22:00:02 GMT

@glassperiod - an ecommerce engineer has let me know that this has been resolved. Can you double check on your end that this is the case?

Re: Stuck/hidden category or item on my site

glassperiod — Thu, 20 Mar 2025 02:47:43 GMT

Yes, it is indeed fixed. Thank you all so much! ❤️

Re: Stuck/hidden category or item on my site

Summer2024 — Thu, 20 Mar 2025 12:50:18 GMT

YAY! So glad to hear this. 🤗