Products not Visible on Website

[TedandPatrick]

This is driving me crazy and emailing support is proving useless. I can see everything perfect in website preview and then the live site says 404 error or nothing at all for the products. It’s been over a week and no resolution but a suggestion to update my hardware. It’s not the app it’s the website. I’ve tried everything after reinstating stock that seems to have been wiped by square or some update run their end. Does anyone have any help they can offer to try and get my website products working again? 

[Laurie_]

Hi @TedandPatrick,

I found your case today and saw that our Support Team has escalated it to our Engineering Team to investigate the 404 error you're encountering on your Square Online site. In the meantime, I noticed that our team recommended checking several item settings, including Fulfilment and Item Preferences, to troubleshoot the issue.

Since the escalation was just made within the last hour, we'll need to wait for the Engineering Team to review your case before we can respond further. Once they have an update, the agent assisting you will reach back out to you via email.

In the meantime, please continue working directly with our team to resolve the issue. If you don’t receive an update by next week, feel free to reach out to us here, and we can check in for an update from our side.

[Laurie_ · Accepted solution]

Hi @TedandPatrick, 

I wanted to circle back and share the steps our team took to resolve this issue, in case it’s helpful for other Sellers who might run into something similar.

The issue was primarily caused by your shipping location being set to a recently deactivated location. Since your items were assigned to your current active location, they appeared as "not available."

Our team updated your shipping fulfilment settings to use your active location, and as a result, items are now displaying correctly and can be added to the cart.

There were a few setting they recommended that you review:

1. Fulfilment Methods
Your items are set up for both Shipping and Pickup, but:

1. Pickup is disabled, even though it's set as the default method.
2. If you plan to offer pickup, you can enable it by heading to: Square Dashboard > Account & Settings > Fulfilment > Pickup & Delivery.

If not, we recommend updating your items to use Shipping only.

2. Shop Page Template
You're currently using the Order Online template, which is tailored for restaurants with simple pickup/delivery menus. Since you’re building a catalog-style site with featured items and categories, the Shop All template may be a better fit.

To switch:
Go to Edit Site > Pages (top left) > Select “Order Online” > Settings icon > Change to “Shop All”.

As always, let us know if we can help with anything else! 🙂