thread Re: Thumbnail images for item descriptions not saved in Payments Troubleshooting

Thumbnail images for item descriptions not saved

GBG-NM1 — Sat, 20 Sep 2025 10:19:26 GMT

In the past I've been able to add a thumbnail image to each item to help staff identify similar items at checkout. Suddenly, in the past few days, the image isn't being saved. I upload it, it appears in the small item box, but - although I wait for quite a while - when I go back in to check the item description, the image isn't there.

Please advise....

Re: Thumbnail images for item descriptions not saved

BeastiesRVA — Fri, 02 Sep 2022 17:26:11 GMT

I'm having the exact same issue I emailed square. I have weebly too and I'll move pictures around in Square with the variations (like 30 of them) come back, and all pictures are gone. Also an issue if people are trying to order online and can't tell which item is which. This seems to be happening since the last picture syncing a few weeks ago.

It's a glitch and I did email about this, I'm spending hours trying to fix my square (and website) just like you are having. I'll let you know if I hear back on that before on here. It's been a few weeks and it's insane the issues for customers and employees.

Re: Thumbnail images for item descriptions not saved

Arie — Sun, 04 Sep 2022 07:10:42 GMT

Thanks for writing in and bringing this to our attention, @BeastiesRVA, @GBG-NM1. Can you let us know a bit more about the browser, and device you're using, and when you started experiencing this issue?

Re: Thumbnail images for item descriptions not saved

GBG-NM1 — Sun, 04 Sep 2022 16:13:55 GMT

I'm using a Windows 10 PC with MS Edge browser. I would estimate that the problem started about 2-4 weeks ago, since I had no problem uploading images in mid-July. I only do item updates every month or so, so it's hard to be specific about when this started - but it's a huge issue!

BTW, no error message is displayed while trying to add images, but about 30% of the time, when updating other info on an item, a yellow error banner appears at the top of the screen saying something like "Oops! An error has occurred...."

Re: Thumbnail images for item descriptions not saved

Arie — Mon, 05 Sep 2022 06:16:48 GMT

Microsoft Edge is unfortunately a browser that sellers often report issues with, @GBG-NM1. When you have a moment, can you try editing your site via Google Chrome, and let us know if you're still encountering this message?

Re: Thumbnail images for item descriptions not saved

GBG-NM1 — Mon, 05 Sep 2022 15:21:37 GMT

I'm trying again with Google Chrome, but same problem.

Re: Thumbnail images for item descriptions not saved

Arie — Tue, 06 Sep 2022 01:38:35 GMT

I appreciate you trying these steps @GBG-NM! Unfortunately, it looks like we exhausted the troubleshooting steps we can go through via this forum. When you have a moment, reach out to our support team directly so we can file a ticket - email us via squ.re/contact.

Re: Thumbnail images for item descriptions not saved

GBG-NM — Tue, 06 Sep 2022 05:42:14 GMT

My email doesn't recognise 'squ.re/contact', please can you let me know the full email address to use.

Thanks

Re: Thumbnail images for item descriptions not saved

Arie — Tue, 06 Sep 2022 06:34:30 GMT

Sorry for the confusion here, @GBG-NM - make sure you're signed into your Square account, then visit squ.re/contact to send us a message via the site. Our team's reply will be sent directly to the email address you're signed into when writing in.

Re: Thumbnail images for item descriptions not saved

GBG-NM — Tue, 06 Sep 2022 06:24:04 GMT

Sorry, still not getting it. I'm signed in, but where do I 'visit' sq.re/contact?

Re: Thumbnail images for item descriptions not saved

Arie — Tue, 06 Sep 2022 06:45:52 GMT

Once you're signed in, just click on the blue link or copy and past squ.re/contact in a browser tab to get to the messaging screen @GBG-NM. It'll look like this:

Re: Thumbnail images for item descriptions not saved

JJ_ — Thu, 08 Sep 2022 13:48:37 GMT

Hey there @GBG-NM in case you are still having issues reaching the link please try clicking here.

Important: Make sure you're logged into your Square Account before visiting the contact page.

Re: Thumbnail images for item descriptions not saved

GBG-NM — Thu, 08 Sep 2022 15:07:52 GMT

Thank you JJ.

I raised a ticket on Tuesday, got an email from 'Jennifer R' in support asking me to call their 888 number.

I did and got the run-around, passed from person to person, dept to dept (payroll!?). no one knew about the ticket. Finally around (:40 am (MT) yesterday someone emailed 'Jennifer R' asking her to call me. Still waiting.... SO frustrated.

I know it's not your fault, but if there's anything you can do to help, I'd be grateful.

Re: Thumbnail images for item descriptions not saved

BeastiesRVA — Thu, 08 Sep 2022 15:20:46 GMT

I am emailing with support too, I noticed a change in faster syncing yesterday and am hoping the glitch is being worked on. I will post too if I get a resolution through the email. I'm also using chrome when loading too, my troubleshooting is going slowly but I did notice a difference in loading yesterday. Maybe we are closer! Mine started the exact same time as you when that update happened. Fingers crossed, I'm spending hours too trying to resolve.

Re: Thumbnail images for item descriptions not saved

GBG-NM — Thu, 08 Sep 2022 15:32:38 GMT

Thanks BeastiesRVA, let's hope something's happening!

Re: Thumbnail images for item descriptions not saved

stjeromeschool — Thu, 08 Sep 2022 20:13:20 GMT

I am getting soooo sick of Square's horrible customer service too. I have the same problem, with the primary image photo not saving and spent 6 hours yesterday with a Square rep that must have had a rather low IQ. This person kept telling me to try the same things over and over which are completely obvious. They would not solve my problem or pass me on to anyone who knew how. I am so frustrated!! I need to get these covers updated!