thread Re: Images on website won't load if people select only necessary cookies in Online Store

Images on website won't load if people select only necessary cookies

BasaltDune — Wed, 19 Nov 2025 18:02:04 GMT

Hi there

We've been struggling with this issue for ages and have no idea how many sales we're missing out on because of it. I reached out to square a long time ago but no one could suggest what we could do to fix it.

We find that if a customer visits our site and selects "only necessary cookies" our product images won't load and keep flashing grey and white. If you press refresh, they do show up but I can't expect visitors to know to do that.

I've had a customer in my shop today complaining about it and she said it put her off using our website (a bit dramatic I'll admit!!)

I've seen others have had this problem too, their threads are all marked as solved but I haven't seen any solutions in threads.

Please help!!

Gaby

Re: Images on website won't load if people select only necessary cookies

Breffni — Fri, 26 Jul 2024 10:17:42 GMT

Hi Gaby, thanks for flagging this.

Can you share a link to your site here? I can take a closer look into this then.

I'll keep an eye out for your reply @BasaltDune

Re: Images on website won't load if people select only necessary cookies

BasaltDune — Fri, 26 Jul 2024 10:55:02 GMT

Thank you so much! It's https://www.basaltdune.co.uk/s/shop

And when you select only necessary cookies, the images just flash grey and white apparently

Re: Images on website won't load if people select only necessary cookies

BasaltDune — Sat, 17 Aug 2024 10:01:15 GMT

This still has not been solved. I've been in touch with Square who also fobbed me off like they have every other time we've tried to solve this. It's something to do with Cookiebot treating images as non essential so when someone selects "essential cookies only" which is what EVERYONE does, it doesn't load our images unless they refresh the page and they don't know that they need to do that. Cookiebot won't talk to me because I don't hold the account with them, square does and I can see a number of other sellers have this problem too and it's never ever resolved!!!

Re: Images on website won't load if people select only necessary cookies

Breffni — Tue, 20 Aug 2024 08:17:20 GMT

Hi @BasaltDune, sorry that we missed your response here!

I can see that our team are working with Cookiebot at the moment on this issue and I have created a case for your site.

I should be able to provide you with an update today or tomorrow and I apologise for the frustration caused.

Re: Images on website won't load if people select only necessary cookies

BasaltDune — Tue, 20 Aug 2024 13:01:28 GMT

Thank you so much for this, I really appreciate it!

Re: Images on website won't load if people select only necessary cookies

Rizwan86 — Wed, 28 Aug 2024 17:17:47 GMT

If images on your website won't load when users select only necessary cookies, it's likely because certain cookies required for image delivery or CDN functionality are being blocked. Consider adjusting your cookie settings to ensure essential services are categorized under necessary cookies.

Re: Images on website won't load if people select only necessary cookies

BasaltDune — Thu, 29 Aug 2024 10:48:38 GMT

Hi,

Thanks for this, I have no access to adjust my cookie settings. This is the whole problem! Square holds the account with Cookiebot and they have rolled it out across everyone's websites. They are the ones with the access to the settings, not us. That's why it's been so frustrating trying to get this sorted.

Re: Images on website won't load if people select only necessary cookies

sakeden — Mon, 02 Sep 2024 13:29:35 GMT

If images on your website won't load when users select only necessary cookies, it's likely because certain cookies required for image delivery or CDN functionality are being blocked