thread Re: issues with taking & saving item photos through the app in Orders, Menu Items, Catalog & Fulfilment

issues with taking & saving item photos through the app

zuckercreme — Sat, 20 Sep 2025 10:02:14 GMT

i’m trying to do inventory and you can upload pictures directly into the app, which is great in theory.

my issues are…

1. that the app keeps freezing and not letting me add the photo i just took. the done button will not work. i will have to restart the entire app and repeat this process 2-3 more times to get it work.

2. if the photo does get uploaded, i will save the item, and close out. i am 100% sure the item with the photo has been saved. the photos are not saving and/or disappearing once i do see them!!! i can’t tell which ones don’t have the image unless i restart the app just to make sure.

all in all, super frustrated at these companies who keep increasing their prices SUBSTANTIALLY for “updates” and then i can’t even do the thing i’m paying for.

Re: issues with taking & saving item photos through the app

ryanwanner — Wed, 11 Sep 2024 17:35:04 GMT

Hello @zuckercreme !

That is interesting that you're having problems with photos! I don't use the Retail product myself, but I'm not seeing any issue with Restaurants or Point of Sale myself.

The first thing I'd say is to make sure that your app and device's OS are fully up to date. Back end changes on the software can cause some random issues with outdated apps.

Also, have you tried another device to see if you're seeing the same problems? It's a great troubleshooting step to see where the problem lies.

You may also want to look into the Square Photo Studio app. It allows you to do more photo formatting including background removal and links directly to your account. You can create and modify items directly from the Photo Studio app.

Please keep us updated with troubleshooting steps and what the results are! We can continue to work together to solve this problem.

Re: issues with taking & saving item photos through the app

GoingPlacesDoll — Mon, 27 Jan 2025 05:09:54 GMT

Did you ever figure out what the issue was? I’m having the exact same problem and have been for months. My apps are up to date, my internet is good, I’ve tried different devices, and nothing is helping. Incredibly frustrating to have to restart the app every single time.

Re: issues with taking & saving item photos through the app

PlantSellerYEG — Mon, 17 Feb 2025 23:42:00 GMT

Same here. Square POS app and Retail app both crash consistently when trying to take photos to add to items in the app. Tried different devices (all iPhones with latest updates), it crashes after either after taking photos for one item or if I’m lucky, maybe after two). SUPER ANNOYING - almost enough to quit Square.

Re: issues with taking & saving item photos through the app

Candlestore — Mon, 17 Feb 2025 23:54:50 GMT

@PlantSellerYEG ;

I was having this issue and finally gave up taking pictures with the App. Took the Pictures, Emailed them to my account that I have access to on a computer that acesses my Square account also. Would download the images to the computer then Upload them through the Square Dashboard on a computer. Then add them to the coresponding item. Takes longer but do not have to worry about the app crashing this way.

Re: issues with taking & saving item photos through the app

zuckercreme — Tue, 18 Feb 2025 07:36:27 GMT

this was never solved if anyone is still reading 😞 i hate square lol

Re: issues with taking & saving item photos through the app

ryanwanner — Tue, 18 Feb 2025 18:22:04 GMT

@zuckercreme Yeah.... still an ongoing issue as far as I can tell. I've started doing what @Candlestore mentioned here. Take the pict with my phone, email it to myself, and use the web dashboard to upload it.

Currently when I upload via the app on my phone, I get a pixelated, grainy version of the picture. Not sure if that's because the app is trying to compress the image or what. And using Square Photo Studio completely borks my online settings for the item.

Pinging a few mods because this really does need to be investigated...

@Breffni, @Summer2024 @JJ_ @MayaP @RobynR @Sammie_C and others.... HALP.

Re: issues with taking & saving item photos through the app

MayaP — Wed, 19 Feb 2025 20:30:04 GMT

Hey @ryanwanner @zuckercreme @GoingPlacesDoll @Candlestore @PlantSellerYEG - I’m sorry this still hasn’t been addressed. I’d be happy to look into this further. Just to clarify:

Is this only happening with the Retail app?
Does this occur specifically when creating an item and taking a photo? If not, can you walk me through the steps you're following?

If there are any other relevant details, please share them. I’ll keep an eye out for your reply.

Re: issues with taking & saving item photos through the app

ryanwanner — Thu, 20 Feb 2025 15:06:52 GMT

@MayaPI don't use the retail app myself, so I can't speak to what the behavior is there, but I do use the spos app and that's where I'm seeing the low resolution image upload.

For me, the steps are: create the item on the web dashboard, configure all the settings as needed. Place a placeholder image in for the item image. Load the item on my iPhone in spos, change the image to an already taken picture, which then shows in low resolution on my online store. Taking that same picture and uploading it via the web dashboard leads to a clear image.

Re: issues with taking & saving item photos through the app

Candlestore — Thu, 20 Feb 2025 17:16:36 GMT

@MayaP ;

It was so annoying that I gave up using the app for images. At first it worked great but then an Update broke the app along the way. I just tried it today for 3 items that I had no images for with an Ipad and Square for Retail 6.62.1w and worked fine but I also now see there is an available update for the Ipad that was taking the pictures. I have always been a little afraid to update apps because it was more a find what is now broke after an update. These downgrades were also not noticable right away, but would surface when I tried to do something else. Meaning the updates may work for checkout, but then later find out the Image process was broken.

The problem for me was after the 2nd or 3rd image going through the Retail app on an Ipad. 1st picture seemed to work but then it was hit or miss if the app would crash. Like I said the current version seemed to work for all 3 of these images a few minutes ago.

Re: issues with taking & saving item photos through the app

zuckercreme — Thu, 20 Feb 2025 17:59:20 GMT

i am using the retail app

the photos are either NOT saving which is a serious pain because i don't know they didn't save until i scroll through 500 items and see which ones don't have photos

on top of that, the app crashes after trying to do maybe 5 photos and will NOT work again until the next day or so, it's always random

Re: issues with taking & saving item photos through the app

Candlestore — Thu, 20 Feb 2025 18:30:43 GMT

@zuckercreme ;

Do you know which Version of the Retail App you are on? The Retail App I am using was for the Ipad and is version 6.62.1w, but there is an Update available for me. Did this update that is pending for me Break it again? This is why I am asking, so I know if I Should push the update through or not.

The below image shows the About Screen in Square for Retail which lists the Version of Square for Retail you are using.

Re: issues with taking & saving item photos through the app

Candlestore — Thu, 20 Feb 2025 20:22:41 GMT

@MayaP ;

@zuckercreme Sorry for thinking this was fixed with a few (2 or 3 Pictures in my case).

Ok so earlier today I was able to take 2 or 3 Pictures to upload on my Ipad using Square for Retail and on the version 6.62. So after it was reported that this is still going on after about 5 images but may could change randomly. I just tried again to document what was happening and to see if it happened taking more than 3 images. This time it happened on the 2nd image.

So here is what my process was when it messed up:

Opened the Square for Retail App on an Ipad.
More bottom Right of Screen
Support then About Version 6.62.1w Would 6.63 fix this??? IDK --- Answered my Question did the Update 6.63w and froze on 2nd Image
More then Items.
Searched for Item that had no image.... click Edit Tile.... take picture..... Use Photo
Did the above for 1 image then the 2nd one Froze the app on the screen asking to Retake or Use Photo at the lower corners of the image as shown in the image Below:

The Ipad still had full WiFi and Connected to the internet. I pressed Power button which Locked the Ipad and had me re-enter my Ipads password, Opened the Square App.....Image still frozen. Now its time to power cycle the Ipad. Then Restart the App and the screen is still stuck on the image above. The image is finally gone from the main screen and the app is working. The froze image did not save for the Item.

This is exactly why I stopped using the Retail app for taking pictures. It would work, then Stop after a few pictures. Earlier today I thought it was fixed since I took a Few 2 or 3 and it worked. Just tried again and got to the second image and it froze.

So I started just using my cell and emailing images to a computer where I could upload them through Square Dashboard through a Web Browser.

Re: issues with taking & saving item photos through the app

zuckercreme — Thu, 20 Feb 2025 21:00:51 GMT

wow, what a waste of time!! this is so frustrating because it's a tool that makes or breaks your ability to be efficient as a small business. if you are going to offer this then make sure it works square please!!!

Re: issues with taking & saving item photos through the app

Candlestore — Thu, 20 Feb 2025 21:19:29 GMT

@zuckercreme ;

This is why I went to the Cell Phone taking images to send to my Computer either through Email or WiFi, Then upload the images to Square from a Computer. It takes longer than if the App works, but it is reliable and saves time from using the app that fails and me troubleshooting the app and getting it to work for a image or two. I am just glad I tried this again on a slow day and saw it still does not work even with the latest version of Retail 6.63w.

Re: issues with taking & saving item photos through the app

MayaP — Fri, 21 Feb 2025 00:06:27 GMT

Hey everyone, thanks for your input. I’m happy to escalate this, but I just want to make sure I understand the issue clearly—images load normally into the retail app when uploading 1 or 2 photos, but when you upload continuously, it starts to freeze and requires a restart? I’ll be off for the weekend until Monday, but I’ll keep an eye out for your replies when I am back. I appreciate you all flagging this and helping us work towards a resolution.

@zuckercreme @Candlestore @PlantSellerYEG @GoingPlacesDoll @ryanwanner

Re: issues with taking & saving item photos through the app

Candlestore — Fri, 21 Feb 2025 16:03:47 GMT

@MayaP ;

You are basically correct.

In the retail app on an Ipad.

Goto More > Items > (Search for Item You want to take a Picture of) > edit Tile > Click Take Picture

Then Take the Picture.

You get the Screen to Retake or Use Picture You choose Use picture and the tile is suppose to Change and so does the screen to show you the New image as the Tile..... OR you tap Retake OR Use Image and NOTHING happens. Since this problem is not set in stone, it may happen on the First image, or 2nd..... or 5th image your trying to assign to your 5th item.

Being a retail shop we sell lots of Items and Order lots of items. Some we are reordering others it may be the first time. But when we get an order in and see that 5 items need pictures it is a PITA to take one and find out the App crashes, or you get 1 in and you think the last update fixed this and the 3rd items image taking freezes. Again no rhyme or reason as to why or when it will crash but it does.

Why does your Design team or Update team not test these and see this issue?

Why are they not trying it after a problem is posted or reported as of Sept 2024?

Why is it up to us business owners to take time out of running our business, to Trouble shoot issues?

Different Businesses have stated what their process is and why we have switched from the Retail app to using the Desktop Web browser. The App is to make things easier and More effeicent, not time consumming.

Does this Happen when Creating a NEW item? I am not sure. I go online do my purchase through my suppliers site pasword Protected so I get Wholesale Pricing. Get an emailed invoice with SKU, Quantity and Item name etc. I use excel to make this Invoice into a Spreedsheet. Make columns and upload the New Items to Square. So now the item is created and details filled in besides be srolling through all the pages for the item in Square. When I receive my Order, check for Damages, Scan item, If no image might try the app till it crashes. Then use cell take Images, Email them to my store email, then edit Image name to a SKU or GTIN that was on the invoice so I know which Item it matches. Then Log into Square Dashboard on a Computer, Items search for the Item then edit the Image and upload the Downloaded Renamed image that is now on my computer. All because I could not, scan the item, see there was no image, edit the Image and Take New Image on the Retail App. So for me it is an exsiting Product that needs Images, not one I am creating at the time the image is taken.

Like my image that froze in an earlier post on this Thread. I have all my Candles in Square, but I have Category Images, instead of Item images. When I tried uploading images before the app would freeze, and figure I will just leave the Category image because the Camera to PC to Square Dashboard takes longer. So being seasonal I figure wait till slow season which is now.

Re: issues with taking & saving item photos through the app

ExoticBotanic — Mon, 10 Mar 2025 01:29:06 GMT

I can confirm this is a problem in australia also. We are on the brink of swapping provider as we have 4000 items and add new items every week.

First photo usually works then the more you upload the more likely the app is to freeze
you can try taking photos on the camera app then using select image from camera roll in the square app that has a better chance of working but still freezes far to often.

Then coming back in 5 min later half the photos aren't uploaded and you have to do it all again. I raised this issues over a year ago and they told me there is no issue but clearly there is.

This is a huge impact on our business as i want to take photo then set item to online visible straight away but i can't trust that the image will still be there. This means i then have to perform another check where i either set item to visible if image is there or i have to start the process again and take photo again.

This really needs to be escalated and resolved

Re: issues with taking & saving item photos through the app

VeeGardens — Wed, 12 Mar 2025 22:47:39 GMT

Chiming in here -

My problem is images taken on the Retail App are not loading into my Square POS system. Anyone else with this issue?

Re: issues with taking & saving item photos through the app

Summer2024 — Wed, 19 Mar 2025 14:10:31 GMT

Hi @VeeGardens ! Sorry you're experiencing this. Let me give you some things to try!

Quick Fixes to Try First

Force Sync
1. Square Retail App
2. →More
3. →Settings
4. →Refresh Data
Check Both Apps
- Ensure both apps are updated to latest version
- Verify you're signed into same account on both
- Check internet connection strength

Common Causes & Solutions

App Issues
- Close and restart both apps
- Sign out and back in
- Clear app cache
- Uninstall and reinstall if needed
Device Issues
- Check device storage space
- Verify camera permissions
- Test with different device if possible

Verify Settings

Image Settings
- Check image size limits
- Verify file format
- Ensure photos are saving properly
Sync Settings
- Confirm automatic sync is enabled
- Check location settings
- Verify permissions

Questions to Help Troubleshoot

When did this issue start?
Does it happen with all images or just some?
Are you able to see the images in your Square Dashboard?
Have you recently made any system changes?