thread Re: why cant my customers click into my item page? in Payments Troubleshooting

why cant my customers click into my item page?

kaitriscatering — Sun, 21 Sep 2025 08:38:46 GMT

So when my customers click on my products the lightbox comes up with all the variants they can choose, but they can get into the product page. just the lightbox. they can only see 1 photo and its hard to see. Please help

Re: why cant my customers click into my item page?

Seamus — Mon, 19 Oct 2020 01:13:21 GMT

Hey @kaitriscatering,

Thanks for getting in touch and sorry to hear you're having trouble with your online store!

Are you able to post:

1) A screenshot of the issue

2) Your businesses website

Happy to take a further look and see if I'm able to see what's happening, you can also call support on 1800 760 137 (Mon-Fri, 9am-5pm Melbourne time) or email via this form. They will be able to look further into how the account is set up than we're able to on our community forum!

Re: why cant my customers click into my item page?

Auri — Thu, 28 Jan 2021 00:30:50 GMT

Hello, following this thread as we are experiencing the same issue.
When you click on an item from the online store it opens in a lightbox however the picture is cropped and you can't see the full picture.
When you click on different variants it doesn't show the linked picture. You also can't scroll through multiple pictures attached to the item in the lightbox.

Is there a resolution to this being worked on? We are contemplating moving our website to square but until these bugs are fixed it doesn't appear that we can

Thank you

Re: why cant my customers click into my item page?

Seamus — Thu, 28 Jan 2021 03:00:17 GMT

Hey @Auri,

Thanks for getting in touch!

The lightbox displays if you've got your website template set to a menu view - you can change this by going to Website > Edit Site then click on the Pages drop down menu:

Then under Order Online select Switch template:

You'll want to change this to Shop All to view full item pages and feature multiple images:

In terms of image sizing, it sounds like you may need to alter the image ratio of the pictures you're uploading to make sure they display without cropping.

You can find a guide on using images on Square Online here - in brief, you can set the page to display square images (1:1 ratio) or rectangular (2:3/3:4 and 3:2/4:3 – portrait and landscape modes, respectively).

Hope this helps, let me know if you have any questions!

Re: why cant my customers click into my item page?

Auri — Fri, 29 Jan 2021 01:18:32 GMT

Thanks Seamus, this was the problem, the format is much better now and the images work when you change the variants! Thank you 🙂

Re: why cant my customers click into my item page?

Seamus — Fri, 29 Jan 2021 02:58:06 GMT

Great to hear @Auri, glad that helped 🙂