Items Disappeared from Site but Available on Library

[AltGrains]

Hello -

I’ve had my site for a few months now and it has generally run smoothly. Yesterday I noticed all of my items from my Online Order section have disappeared, thus disappeared from my Features Items section on my homepage as well. They all have visibility set to Visible, stock is managed and in-stock, pick-up location is set to open with a physical location and defined hours. They are available in my POS and in my item library on Square but not under Edit Site. When I go to Edit Site to create a new item, it redirects me to a blank timed-out square page. Why did they suddenly disappear? Why can’t I create a new item under the Online section? And what can I do to fix this?

[ryanwanner]

Hello @AltGrains !

Let me start with the second part of your question: all item creation is now handled on the dashboard in the Items section. The ability to add/edit items from the Online side of the dashboard was removed to make it all easier--so we didn't have to remember where we did what configuration to the items. It took me a bit to get used to this, but overall I like this experience better.

Now, as for your site not showing your items. That's a tougher one to troubleshoot in a public forum. I would recommend trying to unpublish your site (Dashboard -> Online -> Website -> Site Preferences -> Unpublish) then publishing it again. That will force the servers to resync your data and hopefully make your items visible.

After that, please respond with your website address. We may be able to troubleshoot further from looking at it from a customer standpoint.

[AltGrains]

Thank you, Ryan. I usually add items via the dashboard section too, though when I Edit Site and go to items on my Online Order tab, it doesn’t show my items, instead it offers a “create your first item” tab that lead to a blank timed-out page. I was just going in that direction to see if it would give me anything, but nada. 

Thanks for the tip to unpublish and republish, I’ve done that but my items still don’t show up in my Online Order or Featured Items sections. It’s almost like they don’t exist, though I can see them in my Site Items section of my dashboard and my POS app. I’m almost ready to scrap the whole site and start from scratch but with running a small business - it’s hard to find that time too. I’ve updated location times, addresses, fulfillment times, availability, and visibility. The site is alternative-grains.square.site 

[MayaP]

Hey @AltGrains – I’m sorry you’re still experiencing this issue. I checked the site and noticed that clicking on featured items doesn’t seem to do anything. I’ll escalate this, but to better assist, could you share which specific items should be appearing under featured items but aren’t?

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[AltGrains]

Hi Maya - My Featured Items on the homepage were our Bagels, our Turmeric Loaf, and our Cinnamon Rolls. But in general, no items are showing up in our Online Order section at all. The “Item List” is showing up blank and not connecting to the items in my dashboard. They had previously been connected for months with generally no problems previously. 

[AltGrains]

Hi again, Maya. It looks like the Featured Items on the homepage have been restored. But there are still no items populated in the Online Ordering tab of our website. 

[AltGrains · Accepted solution]

Hi Maya! It looks to be all fixed now! Thanks to you and Ryan for jumping on it!

[MayaP]

I was just about to reach out and let you know. A ticket was filed! @AltGrains 

[MayaP]

But items are showing now in online ordering tab? @AltGrains 

[MayaP]

I am glad this was resolved! If you need anything else, don't hesitate to reach back out. @AltGrains 

[MayaP]

Thank you for clarifying how item creation is handled and for providing troubleshooting steps! I appreciate the helpful insights. @ryanwanner 😊

[ryanwanner]

@AltGrainsOof. I see what you mean. I see no items at all when I view your site.

Unfortunately I think your next step is to call into customer support. If all your settings are correct then this becomes an engineering issue. The linkage between the online and main square library should be there and it definitely is not.

I don't think you're at the point of needing to rebuild your whole site just yet: hopefully this won't take the engineering team long to figure out.

[TinaACC]

Hi. I'm having the same issue, only one category is suddenly showing. Any tips?

[HAD]

Hi, today is 5/21/25.  Most of my items also disappeared from my online store from two specific categories/pages.  A few of my items are still there.  The product library shows these items and that they are still under their respective categories and visible.   I wrote in last night around 11pm about this issue.  It's been almost 12hrs since, haven't heard back yet, hope to get a resolution soon.  It looks from this thread that Square Admin will need to fix this from the backend?  But any tips meanwhile would be appreciated.