thread Can png's stay transparent in online store? in Online Store

Grey boxes are interfering with the transparency of my item images. This started happening with the

Valklein — Tue, 12 May 2020 04:28:21 GMT

How do I correct the grey boxes interfering with the transparency on my online store item images?

Valklein — Thu, 15 Oct 2020 22:13:29 GMT

This reply was created from merging an existing thread: How do I correct the grey boxes interfering with the transparency on my online store item images?

I am experiencing an html glitch with the last Weebly update which is producing grey boxes under my item images when they should appear transparent. I have been unable to reach anyone in tech support to attend to this problem. Is anyone experiencing the same? Is there a way to override this?

Re: How do I correct the grey boxes interfering with the transparency on my online store item ima...

isabelle — Fri, 08 May 2020 20:43:52 GMT

Hey @Valklein-

Thanks for posting in the Seller Community.

Would you mind providing an image/screenshot of what this looks like on your site? From there, @sayra or @AdamB may be able to provide some solutions.

Re: Grey boxes are interfering with the transparency of my item images. This started happening with

jaysross — Tue, 12 May 2020 12:14:25 GMT

I have tried phone support, posting here, and posting on the other community with no answers or results. All of my transparent png files have a white square background.

Can png's stay transparent in online store?

Darhirny — Wed, 13 May 2020 00:47:57 GMT

I have an issue with my photos on the online store. Image files are png's with transparent backgrounds. They appear perfect in the preview but when I go to publish they are grey when they are supposed to be transparent.

Now I'm wondering if it's even possible to show up transparent. Anyone know?

Thanks! - Dar

Preview screen:

published website store:preview

published site

Re: Grey boxes are interfering with the transparency of my item images. This started happening wi...

isabelle — Wed, 13 May 2020 20:45:36 GMT

Hey @Valklein and @jaysross-

Is this only occurring when viewing your site on a mobile device? What does it look like in site editor?

Let me know so I can look into this further.

Re: Grey boxes are interfering with the transparency of my item images. This started happening wi...

jaysross — Thu, 14 May 2020 11:12:57 GMT

Looks the same in the editor as it does on the site. Both mobile and desktop.

Strangely when you click on the product for the expanded view, the image now has a transparent background. Is your software converting the thumbnails to jpgs?

Re: Grey boxes are interfering with the transparency of my item images. This started happening wi...

Valklein — Thu, 14 May 2020 15:09:04 GMT

My husband is a software architect and has inspected the site problem which is across all devices. He says it's an easy fix if we can contact anyone in tech support. This is terrible customer service to have let this html problem left unattended to for so long and other sellers experiencing the same issue can't get a response from anyone in tech support. If you can get us an email address, we can give you screenshots of the coding glitch and how to correct it. @AdamB

Re: Can png's stay transparent in online store?

AshleyK — Thu, 14 May 2020 15:17:55 GMT

Hey @Darhirny and other sellers in this thread. Thanks for bringing this to our attention and providing the screenshots - those are immensely helpful for troubleshooting.

This is a currently a known issue with our Weebly Engineering team. I'm working to get more information for all of you, but either I or Isabelle will be sure to update this thread as soon as we see any update available. Thank you!

Re: Can png's stay transparent in online store?

Valklein — Thu, 14 May 2020 15:30:24 GMT

Here is your tech solution. My husband has pinpointed the glitch and the solution. Please pass this to your tech support and it should correct the issue for all sellers.

Re: Grey boxes are interfering with the transparency of my item images. This started happening wi...

JustinC — Sat, 16 May 2020 14:52:01 GMT

@Valklein - Thanks for that. Not sure where this would fall on the Product Team's feature priority roadmap since I don't have much insight, but we'll give you a holler when we have an update.

Re: Grey boxes are interfering with the transparency of my item images. This started happening wi...

Valklein — Sat, 16 May 2020 15:53:02 GMT

Well, I would hope that critical bugs would be addressed and corrected before new features. Especially as so many sellers are complaining about the interference of these hideous grey boxes and the aesthetics of their sites. It's hard to tempt a consumer to make a purchase if your product looks terribly unnattractive.

Re: Can png's stay transparent in online store?

AshleyK — Sun, 17 May 2020 15:29:42 GMT

Just posting a quick update that this issue is still being worked on by our Engineering team, but we are hoping for a resolution soon. Thanks again!

Re: Can png's stay transparent in online store?

taprootcoffee — Thu, 21 May 2020 13:44:46 GMT

I have the same issue on my website. The transparent product images previously appeared correctly (and beautifully) but now have a gray box around them.

http://taproot.coffee/order

Re: Can png's stay transparent in online store?

Joe — Fri, 22 May 2020 13:08:05 GMT

Hi there, @taprootcoffee 👋 Thanks for reaching out here! So sorry for the trouble with your PNG images.

As Ashley stated above, it looks like this is a known issue that our engineering team is aware of. They are working towards implementing a fix which will resolve this for you. We will be sure to bounce back here as soon as possible as soon as we have news to share.

Cheers!

Re: Grey boxes are interfering with the transparency of my item images. This started happening wi...

Eekafreaka — Thu, 15 Oct 2020 20:48:39 GMT

I am currently experiencing this issue. I understand this is an older thread. Was the issue resolved? If so, how can I remove the grey boxes. Really impacting my site aesthetic. Looks horrible.. Any help appreciated.

Re: How do I correct the grey boxes interfering with the transparency on my online store item ima...

Eekafreaka — Thu, 15 Oct 2020 20:51:17 GMT

I am currently experiencing this issue with the grey boxes.

Re: Grey boxes are interfering with the transparency of my item images. This started happening wi...

isabelle — Fri, 16 Oct 2020 19:40:33 GMT

Hey @Valklein -

Would you mind sharing your solution (if you found one) with this thread?

In the meantime @Eekafreaka, does adjusting this setting (see image below) within the site editor help?

I look forward to hearing from you! 🌟

Re: Grey boxes are interfering with the transparency of my item images. This started happening wi...

Eekafreaka — Sat, 17 Oct 2020 00:07:43 GMT

Here are some screenshot's of the issue I am experiencing. @isabelle I tried your suggestion but I believe this issue isn't related to 'featured products' background. The grey boxes appear behind my product images (with transparent backgrounds) when displayed on the home screen and shop pages. When I click through to the product to purchase the grey boxes disappear, so I believe the issue does not lay with my images themselves. Prompt assistance on this would be greatly appreciated as this issue has started to negatively impact my sales.

Re: Grey boxes are interfering with the transparency of my item images. This started happening wi...

isabelle — Sat, 17 Oct 2020 00:26:06 GMT

Thanks for your reply @Eekafreaka!

Are you using a .png file?

Due to the urgency of the matter, please give us a call and speak with our Square Online team. They will be able to determine the best solution or workaround here, and can file a feature request if need be. Thank you!