Items in my Item Library are missing from Square Online - where are they?

[Pao-pao]

The title of this post has been edited from the original: New Store is missing a full category of my products

I'd like to migrate to (publish) the new store, but when I preview it it is missing an entire category. I made the new category and moved some items into it (in my current store) almost 2 weeks ago, but they don't show in the new version. How do I know they will be there if I publish the new store? Who can I talk to about this discrepancy between the current and new store?

[#2]

Hello and thank you for posting in the Seller Community, @Pao-pao! 👋

There are a few things that will prevent your item from being visible on Square Online - these tips should help get you pointed in the right direction.

One thing I've seen that will prevent items in your Square Item Library from showing up in your Online Store is applying a variable price to an item. Because variable-priced items are currently not supported on the Online Store, you'll see this message at the bottom of your Edit Item screen while editing the item in your Square Item Library:

Another reason items could be missing from your Square Online site is if they are currently listed as Unavailable or Hidden in the Item Library section of your Square Online site. This is what you would see when editing the item within the website editor if your item is not marked as Visible: 

If you have multiple locations, you'll want to make sure that the items you want to appear on your Square Online site are made Available at the location synced to your Square Online site. Even if you only have one location, if the item is not Available at your location, you'll see this message when editing your item (you can manage availability by clicking the link to edit the item in your Square Online Overview Page):

This is the message you'll see in your Square Online Dashboard when editing an item:

Within your Square Sync settings, you have the ability to enable or disable the option to Mark newly imported items as “Unavailable” online. If this setting is enabled, your items will not be Visible when you add them to your Item Library:

One more thing you can look into is whether you've set a quantity in the Stock column of the Variations section when editing an item. This can affect whether your item appears on your website:



If this didn't quite get you where you needed to be, please don't hesitate to reach out directly - our Customer Success team is happy to transfer you to our eCommerce specialists for some one-on-one help.

[Valentina · Accepted solution]

Hello and thank you for posting in the Seller Community, @Pao-pao! 👋

There are a few things that will prevent your item from being visible on Square Online - these tips should help get you pointed in the right direction.

One thing I've seen that will prevent items in your Square Item Library from showing up in your Online Store is applying a variable price to an item. Because variable-priced items are currently not supported on the Online Store, you'll see this message at the bottom of your Edit Item screen while editing the item in your Square Item Library:

Another reason items could be missing from your Square Online site is if they are currently listed as Unavailable or Hidden in the Item Library section of your Square Online site. This is what you would see when editing the item within the website editor if your item is not marked as Visible: 

If you have multiple locations, you'll want to make sure that the items you want to appear on your Square Online site are made Available at the location synced to your Square Online site. Even if you only have one location, if the item is not Available at your location, you'll see this message when editing your item (you can manage availability by clicking the link to edit the item in your Square Online Overview Page):

This is the message you'll see in your Square Online Dashboard when editing an item:

Within your Square Sync settings, you have the ability to enable or disable the option to Mark newly imported items as “Unavailable” online. If this setting is enabled, your items will not be Visible when you add them to your Item Library:

One more thing you can look into is whether you've set a quantity in the Stock column of the Variations section when editing an item. This can affect whether your item appears on your website:



If this didn't quite get you where you needed to be, please don't hesitate to reach out directly - our Customer Success team is happy to transfer you to our eCommerce specialists for some one-on-one help.

[MilkMoney1]

Nope. None of this applies. Everything this is set up correctly, there is an issue with the code and engineers need to figure out why items set for pick up orders are not visible or an option to items for customers to order. Did reach out directly two weeks ago, no one responded via support. 

I'm looking at other site options and card processing companies that are willing to help customers

[AdamB]

I checked your online store and it looks like your pickup address needs to be confirmed, @MilkMoney1. From your Square Online overview page, go to Settings > Pickup & Delivery and then click the "confirm this address is correct" link. It should walk you through setting the pickup address, and once you've done that it should start working for you.

[Sweetswithll]

Why do my page say my online store have no products available. try again later

[ashc]

Hi @Sweetswithll,

I moved your post to an existing thread that goes over how to make sure your items are showing in your online store publicly.

Check out Valentina's Best Answer on the first page. 

[Oaimba]

I have everything visible and in stock but the buy buttons say Unavailable. My page for online memberships works fine and I'm able to accept fees that way. 

[AshleyK]

@Oaimba make sure to go to Items in your Online Store Dashboard and mark all your items as "available" in your online store. This may help to fix it. Thank you! 🙂

[cog]

And what happens when they are already marked as available but still show as unavailable via the Square Online site? Where does one look next?

[thesugaredberry]

I have tried all the troubleshooting I can find and my products also show up as unavailable. 

[ashc]

Hey @cog and @thesugaredberry,

If you've made sure all items are set to available and you've made sure there's a shipping/fulfillment or pickup option checked for each item already- 

I'd recommend contacting our direct CS team who can take a closer look with you.

We can't see into your setup here from the Community but they can assist further on their end. 

[cog]

Appreciate the response; I have already reached out as this seems to be a re-occurring problem. 

[Oaimba]

Making sure that the fulfillment was designated and also to mark how much stock was available for each item was what worked for me. Hope this helps.

[danceatyourwhym]

After making sure all items were visible and didn't have inventory tracking, I apparently had to trick the system by changing from 'shipping' delivery method to 'pickup' and it solved the issue.  this may not work for those of you who actually ship products out (I teach ballroom lessons). 

[Valentina]

Hi hi @danceatyourwhym - sorry to see trouble brought you to the Seller Community! 💃
 

It's difficult to pinpoint what may have happened without looking at your account with you. I'm happy to hear that it sounds like you resolved this one on your own, but if you need a hand please be sure to reach out directly by logging into your Square account and heading here.

[SBD2015]

When people try to shop my website, it is showing that all of my products are unavailable. How can I fix this?

[Joe]

Hi there, @SBD2015 👋 Thanks for reaching out to us and joining here on the Seller Community! Happy to have you in the fold!

I've gone ahead and merged your post into an existing thread of Sellers who were also looking for information regarding items appearing as unavailable. Take a look at this Best Answer from AshleyK! She will provide some context and walk through troubleshooting.

Let us know if anything else comes up!

[Jtowne]

How can I get to that page? I cannot find where to click "available".

[nika]

@Jtowne Head to your Item Library in the Online editor, select your items, then under the Bulk edit button, you'll see "mark as available".

[jocarro32]

'mark as available' does not show as an option...

[tuesdaysbaking]

I am opening a new bakery business that sells only through custom orders. I just launched today, but have received several issues with customers trying to add two of one item to their cart but Square saying that the items are not available at the same time and it wont let them check out. I'm not sure how to fix it.. 

[Joe]

Hi there, @tuesdaysbaking - thanks for reaching out to us here on the Seller Community. Happy to have you join us!

I've gone ahead and merged your post into an existing thread of Sellers who were also looking for information regarding items displaying as unavailable for purchase. Take a look at this Best Answer here from this same thread for more info on troubleshooting.

Let us know if you have any specific questions.

[barbarashirkey]

i see that this thread is 4 years old yet i am having the exact issue. i have spent aprox 13 hours trying everything to fix it and nothing. i need to talk to someone today please. the directions for help don't even line up with what is on the screen which makes it impossible to trouble shoot accurately. HELP