My store takes a long time to load on iOS devices

[rogerjet]

Hi I have created a store and published it https://swaace.square.site

On android or desktop pages load fine but on iOS if you click on a product the images take up to 30 seconds to load.  After the first time it is fine but pretty stupid.  as everytime an iOS customer visits the site they need to wait.  Basically a lost customer.  Contacted support the raised a ticket to "Engineering Team" two days ago but no fix yet.

Most of my product images are 80kb - 150kb so I dont think that is the issue.

Has anyone else experienced anything similar and how long did Square take to rectify?  I feel like I have wasted weeks creating this site only to have to move to shopify.

Appreciated any opinions thoughts on this as Square is on holiday today....

[Laurie_]

Hi there @rogerjet,

Thanks for reaching out to us to raise this and sorry to hear you've been impacted by this issue.

In escalating this to my team they have confirmed there was a disruption to uploading and loading Square Online product images that they have since resolved today.

I want to be sure the issue you've raised here is the same and not a separate issue.

As of today, are you still experiencing the same behaviour with your images not loading only on iOS devices? 

We'll keep a lookout for your reply here.

[rogerjet]

Hi Laurie,

Thanks for the reply but there has been no change.

You could try this for yourself use an iOS device and access my site.

Honestly I'm getting quite irritated with the lack of support from square for multiple issues.

[Laurie_]

Hi there @rogerjet,

I can confirm both myself and my colleagues have tested your site on Chrome on desktop, Safari on iPhone and Chrome on Android and in all environments we were able to successfully load your product images and your site pages.

We're not seeing any delays in loading time in testing this behaviour again today. 

As mentioned in my previous comment, our engineering team resolved a recent disruption to Square Online site images where Sellers and customers were reporting images taking significantly longer to load, and in some cases not at all. Based on what you have described, it sounds like you may have been impacted here but we are no longer seeing these kinds of delays since a fix was implemented by our team within the last 24 hours.

If you are testing this again today, and you are still seeing the delay in loading on your end, please reach out to our Support Team directly so that one of our Square Online specialists can troubleshoot this issue with you in real time. We're limited in what we can effectively troubleshoot with you here on this platform, without having access to your Square Account settings.

You can call support on 1800 760 137 (Mon - Fri, 9 am - 5 pm Melbourne time), or contact us via online chat or email. See the below steps.

1. Sign in to your Square account

2. Head to our contact page https://squ.re/3AWfZs2

3. Go to "Other", then "I don't see my issue"

4. Click "Message us", "Email us" or "Call Us"

Or, if you see the new chatbot help flow, type “support” to bring up a list of contact methods.

[rogerjet]

I have given the support team a video of the issue.  A ticket has been raised 76468062 but no response.

Apart from giving up and moving to shopify you leave me with minimal choices.

[Laurie_]

Thanks for sending this information, @rogerjet, we've been able to locate your case and the ongoing support ticket associated with this issue.

This is different to the earlier disruption I mentioned and is currently undergoing investigation by our engineers. I've followed up with the team looking into this specific issue, as well as the Support Team member handling your case, and have asked them to reach out to you with an update within the next 24 hours.

If you don't receive an update within this timeframe, please let me know in your reply so that I can escalate this matter further.

We try to get to the bottom of any disruption quickly, however, in some cases, the cause is more difficult to identify. I'm hoping at the very least, we can provide a clearer timeframe for you as to when we expect this to be resolved.

[rogerjet]

@Laurie_24hours later nothing from the engineering team.

[Laurie_]

Okay, thanks for letting me know @rogerjet. I've gone back to the original team and asked them to send you an update via email.

It looks as though you also reached out to our Australian Support Team recently and they've created another case, so there are a few queries currently open here. I've asked the team to consolidate these and send an update.

You will be able to respond to the email once this is received. Please continue to work with this team moving forward here.

[rogerjet]

@Laurie_ I got an email which is basically we are busy...

Anyone seeing this thread dont waste your time / money with Square Online.  They dont help one bit.

I created a site which fails to load on iOS devices only 50% of the population use Apple.  But Square is obviouslly incompatible with iOS.  They just dont want to admit to it.