Link Previews for Square Online Store No Longer Work Properly

[cellardoorga]

Spoiler

For about 7-8 weeks now I've been dealing with an issue that I haven't been able to resolve; I've noticed that lots of other Square/Weebly sites are experiencing the same problem, so I'm surprised no one on this message board has commented on it yet. Basically the link previews no longer work for links that I share from my Square Online store; previously, when I sent these links to customers either via text or on social media the link would appear nice and clean, meaning it would include the item title plus an image. Basically, it looked professional, whereas now the links look totally sloppy. All of the products added to my Item Library that are 7-8 weeks or older look fine, whereas all the more recent ones are messed up, suggesting that something happened with Square Online stores on the back end nearly 7-8 weeks that is YET to be resolved. You can try this on your own to see if yours are weird too by simply copy/pasting a product link from your website that is fairly new and try texting it to someone, sending it to them on FB Messenger, or dropping the link into the comments section on Facebook. It's honestly driving me crazy. I've reached out to support several times and cannot seem to get it resolved. From a branding perspective it really stinks and it's making me reconsider whether I want to use Square at all because I communicate with my customers so much over text and Meta.

[MayaP]

Hi @cellardoorga - Thanks for reaching out and sharing all of this. I can definitely understand how frustrating this must be, especially with how important those link previews are for your branding.

To get a better idea of what you're seeing, could you send a screenshot or photo of how the preview appears on your end? That would really help me as I look into this further. I appreciate your patience and want to do what I can to help.

[cellardoorga]

Hi Maya, thank you for responding, I did attempt to upload a screenshot but a red error message appears saying I do not have permission to upload images. Is there another way I can get one to you?

[MayaP]

Hey @cellardoorga, try signing out and back into the Seller Community—this usually resolves the issue.

If you're still having trouble uploading, let me know. I'm happy to help!

[cellardoorga]

That worked, thank you! I'll upload the two screenshots now -- one shows how my preview links used to appear (with image and title), the other shows how my preview links currently appear. I've noticed that anything added to my Item Library in the last 8 or so weeks has this problem. Old links work fine. This is not just a glitch I'm seeing in Meta, it's happening in text messages I'm sending to customers, as well. 

[cellardoorga]

Is there any update on this issue?

[MayaP]

Hey @cellardoorga, I really appreciate you hanging in there.

I just want to make sure I fully understand what’s happening.  The issue is that the item image and title aren’t showing when you copy and paste the link and send it through text or Facebook Messenger.

When I tested this on my iPhone, I copied the item link and sent it to myself via text and Facebook Messenger. When I opened the link, I was able to see the item image and title.

Let me know if I’m missing anything or if you're seeing something different on your end. Please share what devices are being used? 

[cellardoorga]

So the links work fine -- there's no navigational issue -- the problem is occurring on the preview level. So when I send a potential customer a link to a product, whether via text or on social media, a preview image & title doesn't generate, which means the potential customer can't see what kind of link they're receiving. You can see this on your own phone by texting the following link to yourself: 

https://www.cellardoorgeorgia.com/product/antique-english-oak-tudor-style-sideboard/RV5O7NYM4RSUCJM5...

You'll notice that no preview generates. By contrast, here's an older item from my product catalogue; if you text this one to yourself you'll notice that a preview does generate so that you can see exactly what sort of link it is: 

https://www.cellardoorgeorgia.com/product/1960s-corinthian-blue-hellenic-ashtray-by-jeannette-glass/...

Does that make sense? The links work in that they can be clicked on and followed, but the preview feature needs attention. 

[MayaP]

---

Thanks for clarifying—that does make sense @cellardoorga .

When I tested the link for Antique 1930s Art Deco Armoire ( https://www.cellardoorgeorgia.com/product/antique-1930s-art-deco-armoire/365), I was able to see the image and title when I texted it to myself. Was that item newly added, or had it been listed for a while?

I also tested the Antique English Oak Tudor-Style Sideboard and did experience the issue. Below, you can see what it looks like on my end. I’ll go ahead and escalate this and tag some Super Sellers to see if they have any additional insight. @a440 @anucrown @balmonte @BMarxMed @bonny 

[MayaP]

When was Antique English Oak Tudor-Style Sideboard added? 

[cellardoorga]

The Antique English Oak Tudor-Style Sideboard was added recently on 7/31/25; the other listings for the ash tray and armoire were added more than two months ago. The issue only seems to happen with new listings created within the last two months. It does coincide with something that might be related: URL formats changed a while back to stop featuring a number in them, for example, this particular URL has the number "365" in it which indicates that it was the 365th item I added to my Item Library: 

https://www.cellardoorgeorgia.com/product/antique-1930s-art-deco-armoire/365?cp=true&sa=false&sbp=fa...

This is perhaps incidental to the matter at hand, but when those numbers stopped being automatically generated in unique URLs, it marked the exact moment the previews stopped showing up. 

[MayaP]

Thanks so much for providing all this information. I see that our team has filed a ticket to investigate further, and a case has been created to track this: Case 108868804. Our App Support team will monitor the issue and follow up with updates as they become available.

As soon as a solution is found, they’ll reach out directly via email. I’ll go ahead and mark this reply as the Best Answer for now, but I’m happy to update it if anything changes.

I appreciate you flagging this and working with us to get it resolved. Let me know if you need anything else. I am happy to help! 

@cellardoorga 

[cellardoorga]

Hi Maya, it's been two weeks -- is there any traction on getting this issue resolved? It's still a problem across the board for Square Online sites.

[cellardoorga]

Anyone else dealing with previews not working properly on links from your Item Library with a Square Online site? I'm noticing it across the board with Square Online sites and it's been going on for about 10 weeks with zero resolution from the development team. Here's an example a link where a preview won't pull but it's everywhere really:

https://www.cellardoorgeorgia.com/product/original-framed-acrylic-on-canvas-of-kerala-india/WWU756R6...

[_Violet]

Hello @cellardoorga - Square Community Moderator, Violet, stepping in for @MayaP here.

I went ahead and merged your most recent post about this issue with the original thread. We merge duplicate conversations together to keep like comments in one place, and to make it easier for others to find the thread in the future. I also want to make sure you've seen our Community Code of Conduct. We ask Seller Community Members to not post the same message in multiple places, as it is not productive for our Moderators. Thank you for understanding.

Now that we have that out of the way, I did check on the support ticket where our engineers are investigating this issue further. Since you reached out about this, we identified a few other Sellers who are experiencing the same issue. This means this is something that our engineers will need to fix for those who've been impacted. I just requested an update from their team.

Once we receive more information, we'll be sure to share it with you here, and the Application Support Engineer you've been working with should also provide an update via email. We understand it can be frustrating to wait while things aren't working as expected, but we appreciate your patience and understanding, as we work to resolve this.

[cellardoorga]

Thank you, Violet, for responding. I understand that there is a Community Code of Conduct for reposting an issue, but when I see an unresolved technical problem that is happening across the board with Square Online sites for over 10 weeks, I'm going to assume that Square's software engineers are not, in fact, on the case, either because the issue is not on their radar or because they do not have the skill set to fix it. Over the last 10 weeks I have spent many, many hours talking to Support about this issue -- on the phone, over chat, posting messages here -- so if I'm repeating myself it is because I am desperate to see an important feature of my website resolved before it further disrupts my business's sales and branding. 

[Gumnuts1]

Link Previews for Square Online Store No Longer Work Properly. I have this issue too. What do I need to do to change settings to allow image with product link to show in my fb posts? it is so unprofessional. Friends have turned to shopify instead. Is that the only answer?