thread Re: Item Photos Issue in Payments Troubleshooting

Item Photos Issue

JackieAveJ — Sat, 20 Sep 2025 07:00:55 GMT

I have setup a couple of new products each with a lot of variants. As I setup each variant, I add the photo and save. After adding a few more variants, the photos are shifting between the variants. So say I have a red item, a blue item and a green item, I added each correct photo. After saving, when I go back to add more variants, the photos shift between them so the red item will have the green item photo, etc. I've become increasingly annoyed with this as I have fixed the photos multiple times and there are 30 to 40 variants for each product. This is not just an isolated incident, it has been happening all week.

Any ideas on how to stop this from happening would be greatly appreciated.

Re: Item Photos Issue

SVLFever — Fri, 17 Jan 2025 04:29:41 GMT

Hey @JackieAveJ . I have NOT seen your issue, but I'm wondering if you are accidentally hitting the check box in this column in front of some of the items, or have them selected previously and are making a change. That would cause the image to change accidentally.

Possible?

Re: Item Photos Issue

Sammie_C — Tue, 28 Jan 2025 16:47:01 GMT

Hi @JackieAveJ, we appreciate you reaching out on the Square Community. As well as thank you, @SVLFever, for that potential solution!

I am sorry to hear you have been dealing with this variant difficulty. If you are still experiencing this, would you be able to provide a screenshot or screen recording of the occurrence? If you haven't already, could you also give @SVLFever's suggestion a try to double check that the boxes are unchecked?

Let us know and I can take a further look into this for you!

Re: Item Photos Issue

TabbyTree — Thu, 24 Jul 2025 23:13:23 GMT

I am having a similar problem. A customer just notified me that none of my photos for a product match the color. This product has over 80 color variations and not one of them is matched with the correct photo. I haven't done anything to change this product and cannot figure out why this would happen. It appears a few other items have been affected as well. What can I do other than fix this manually photo by photo??

Re: Item Photos Issue

Sammie_C — Fri, 25 Jul 2025 22:59:09 GMT

I am sorry to hear this is happening, @TabbyTree. This could be a potential syncing issue.

When you have a moment, could you please try these few troubleshooting steps?:

1. Go to Account & Settings > My Business > Locations. Is the location type Mobile?

If so, change it to Physical.

2. From Account & Settings > My Business > Locations, does every location have business hours, an email, and a phone number?

If not, please complete all fields with valid info.

3. From Account & Settings > My Business > Locations, copy each location address into this Address Validation Tool.

4. Go to Online > Settings > General. Is the Store Information completely filled in?

If not, please complete all fields with valid info.

5. Go to Items > Item Library. Are there two or more items with the same name?

If so, delete or rename all duplicate items.

6. Go to Items > Categories. Are there two or more items with the same name?

If so, delete or rename all duplicate items.

Once these are double-checked, can you check if you are still experiencing the variants issue? If you are still having problems, I can reach out to our eCommerce team.