thread Re: Item image crop/ratio problem in Payments Troubleshooting

Item image crop/ratio problem

diablomodelas — Sat, 20 Sep 2025 11:01:02 GMT

We are having a problem with the image ratio on item images. No matter what size image we upload, the images are always cropped horizontally.

We've changed the Item Preferences layout (under Online) to 4:3 (but tried 1:1, and 3:2 too), changed the ratio to 4:3 under the Edit Site>Shop All> Item Images menu area (and tried the other options there too). I've read through similar forum posts that are dated in 2020 and 2021 and followed those recommendations but we are still having the issue. We've tried resizing the images and putting white borders around them - still cropped and sometimes fuzzy too. I've dumped my browser cache to see if that was the problem - still cropped. I've tried free online resizing programs and tried Adobe Spark (in case the resizing I tried in MS Paint wasn't working) - still cropped. I just can't seem to figure this out. The images we are trying to upload are landscape, and I would think that the 4:3 ratio should work.

Can anyone provide some guidance on how to fix this or what we've missed? It's probably a configuration issue in some menu option, but I'm at a loss for where that might be. Thanks in advance.

Re: Item image crop/ratio problem

Goldneye — Sun, 27 Feb 2022 16:42:59 GMT

HI, can you share a screenshot or link?

Re: Item image crop/ratio problem

diablomodelas — Wed, 02 Mar 2022 22:28:17 GMT

Screen shots are attached. One is on the Edit Item page, one is what we see on the Site Items page, and then the third is what everyone sees on the seller website. I have also attached a couple of the .jpg files we've tried that all get cropped in one way or another.

Thanks in advance for your advice! Please let me know if you need something else.

Re: Item image crop/ratio problem

Goldneye — Sat, 05 Mar 2022 16:05:04 GMT

HI, thank you for the screenshots. The Item Shape in the Editor needs to be changed in a couple of different places.

Online Dashboard, Website, Edit Site, Page: Home down arrow, select Shop All, Item List, Item Images, Shape.

(Still within Editor) Featured Items, scroll down to Content, Item images, Shape

(Still within Editor) Select any item, Item details, Image Gallery, Shape

Re: Item image crop/ratio problem

diablomodelas — Mon, 07 Mar 2022 19:13:59 GMT

Thanks Terri for your reply. I had already made the first change you recommended under "Shop All". I do not see Featured Items or Select any item sections in the editor. I see a Featured categories section, but there is not a "shape" option, only a "fade" selection (see attached Featured Categories-DVD-image option screenshot). I did change the image ratio/shape under Item Pages for the specific item, because it was still set at square rather than 4:3. It looks like all of the pages now have that setting. I left the image border off.

I have the 4:3 ratio set under the DVD category page - Item List > Item Images too. I feel like I have all of the settings at 4:3 for the pages and preferences that I see - but maybe there is still some setting that I haven't come across yet that is causing the issue?

Is 4:3 even the right ratio for me to have? The item images we want to upload are in landscape format right now, and it didn't seem like 1:1 would work (that makes things square, yes?).

I tried logging out of Square and then back in to see if that worked - it is still showing cropped images. Is it time for me to contact Square to see if they can help? Or do you have any other suggestions? Thanks in advance for your support.

Re: Item image crop/ratio problem

Goldneye — Tue, 08 Mar 2022 12:37:59 GMT

HI, thank you for the additional screenshots. I do enjoy assisting other sellers because I remember when I started and it can be confusing but found Square to be very easy.

I'll include screenshots for you so you can see where everything is. Please remember that each section is clickable and opens additional options and features. You can click on many of them without actually applying them. So can not mess anything up in the process. I remember doing that with other platforms and really screwed things up at times.

Not all images "need" to be 1:1 the editor includes 5 shapes for a better display. You can click on any of the 5 until you have the final display as you wish. Play around with all the shapes.

Select any item meant when on click Page: Home down arrow at the left top of the editor scroll down to any one of your items, in your screenshot, Rebuilding 2-tooth Steering is an item to select.

SELECT FEATURED ITEMS

SCROLL DOWN TO ITEM IMAGES

ITEM IMAGES EXPANDS TO DISPLAY FOR SHAPE

MY SHAPE EXAMPLE, wrong 1:1 square will not work

THIS DISPLAY WORKS, so had to change all image instances to match.

Re: Item image crop/ratio problem

diablomodelas — Thu, 17 Mar 2022 00:35:07 GMT

Thanks Terri. I did change all the ratios everywhere, including in the items, to 4:3 because most of the images that we are inserting are landscape. That still doesn't work. We've created a workaround by creating a white border around each image, which then allows the image to fit better. It looks fine on the Item page and on the Site Item pages within Online- but when we are in the actual store (as a customer) and click on an item, the image on the item's page is blurry and cropped again. I just can't figure out what is going on!

I'm attaching images so you can see what I mean. The images with "store" in the title are the images that we see when we are acting as a customer and viewing the items in the store. The other two images are from the Online area where we add/modify items.

Why would the item page in the store be all blurry and cropped when the other pages are not?

Re: Item image crop/ratio problem

Goldneye — Fri, 18 Mar 2022 11:13:16 GMT

HI, thank you for the screenshots.

Try this image (square 1000x1000)

https://postimg.cc/G8CpyPnB