thread Online Shop not loading products in Payments Troubleshooting

Online Shop not loading products

Drty6 — Sun, 21 Sep 2025 13:08:05 GMT

Hi,

So I'm having the following issue and not sure if its a bug, or something more, as this was working completely fine until we tried to off pickup.

As you can see, when i put square online to Order Online, i get the following error:

Which means i do not have any products showing up on our QR scanning at the tables, nor any products showing on the website for pickup.

However, when changing the square online store to Shop Online, it works fine, however the QR code at the tables don't work.

So any items as to why this maybe happening, as its driving me a little nuts trying to get it to work as following all the online guidance there is.

Re: Online Shop not loading products

tranguyen — Fri, 01 Oct 2021 10:39:57 GMT

Sorry to hear you're running into this @Drty6! There're a couple of things we can try here:

Check that all items are enabled for Pickup and are set to Visible. You can bulk edit the items to ensure this.
Clear the cache & cookies on your browser OR use an incognito browser (sometimes it could be our website having problem loading in the browser)
Try on a different device

If you've tried everything and the error still persists, please give us a call on 0800 - 098 8008, Mon- Fri, 9AM-5PM. Our team can help troubleshoot this in real time and also check account-specific settings to help get this resolve.

Re: Online Shop not loading products

Drty6 — Sat, 02 Oct 2021 19:19:54 GMT

Hi @tranguyen ,

I've done all that trouble shooting, so i will give them a call next week. Do you think this might be an issue with us not being able to do both QR self serving & pickup together, as it seems we can only have 1 work at a time, over both working (they done load when both is turned on)?

Cheers,

Re: Online Shop not loading products

tranguyen — Mon, 04 Oct 2021 10:12:22 GMT

You should be able to have both QR self-serve orders and pickup enabled at the same time @Drty6! This does sound like it can be a bug, so our team can definitely help investigate further when you call in.

Let me know if there is anything else I can help with in the meantime.