thread Re: Item not appearing online in Online Store

Item not appearing online

Makai — Tue, 04 Aug 2026 21:58:12 GMT

I have one item not appearing on my online store -- https://makaichocolate.square.site . The item name is Coffee - 2.4 oz. I have worked through the troubleshooting instructions at https://squareup.com/help/gb/en/article/7410-troubleshoot-non-visible-items-in-square-online with no luck.

I have made sure that it was set to appear in the correct category and on all sales channels

I have the fulfillment method set

The stock quantity shows lots in stock, there are no low stock alerts set. As far as I can tell the settings for this item are identical to the 8 other chocolate bars that are visible. Two weeks ago when I first noticed it was not appearing I saw that it was set for sale only through points of sale, but I updated categories at that time. I have seen some reports that there can be delays up to 24 hours in updating online visibility, but nothing like two weeks.

All suggestions are appreciated.

Re: Item not appearing online

tulanejeff — Wed, 05 Aug 2026 19:13:59 GMT

Is the item made 'visible' under Channels and Visibility?

We are a restaurant, so the item also must appear on a Menu. It should work the same way for retailers. You can learn more about menus here:

https://squareup.com/help/us/en/article/8553-manage-your-menus-across-locations-and-sales-channels

Re: Item not appearing online

Makai — Thu, 06 Aug 2026 01:49:58 GMT

Thank you for the idea. We have not used Menu for any of the items so I do not think that is the issue, and at that link it seems to indicate that retail operations like me use a category rather than menu.

Re: Item not appearing online

Makai — Mon, 10 Aug 2026 02:55:00 GMT

The problem is solved, but it took a chat with customer service. The agent said "I did a manual resync and a reindex to clear the store's API cache since its slowing down the syncing process and causing this issue." I cannot say that I understand all that but the missing item now is visible and all is apparently well thanks to the efforts of the agent.