item displayed online with no item in Library

[kspwearableart]

trying to remove item from being displayed online but there is no entry of the same item in the Item Library...I've tried to upload new and updated Item to Library but can't seem to update the Token value (assuming this is the unique value/key)....

any suggestions as to how I can remove / hide this mysterious item from being displayed?

[Katie_SQ]

Sorry to hear about this, @kspwearableart! 

When you can, please update these settings below, as they can cause item sync issues with Square Online:

Location Settings

First, let's ensure your location settings are properly configured:

1. Sign in to your Square Dashboard 
2. Navigate to Settings > Account & Settings > My Business > Locations
3. Click the Edit button next to your location name
4. Copy/paste your business address into this Address Validation Tool and ensure it matches exactly what appears in the tool
5. Under Business Hours, confirm that your hours match your Fulfillment Hours (found under Settings > Account & Settings > Fulfillment Methods > Online pickup and delivery > Edit > Fulfillment Hours)
6. Click Save

Duplicate Item Names

I've noticed several duplicate item names in your library that may be causing this sync issue:

1. Navigate to Items & Services > Items > Item Library
2. The following item names appear multiple times in your library. Please rename or delete these duplicate items:
- Half Moon
- Small wave
- Tiny wave
- Wave

Republish Your Website

After making these changes, republish your website to push your changes through:

1. Go to Online > Website > Edit site > Publish

Please note that the sync process may take up to 24 hours to complete.

If you're still seeing the item on your site after following these steps and waiting 24 hours, please let me know, and I'll be happy to investigate further. 😊

[kspwearableart]

Thanks for the suggestions Katie...unfortunately, these did not work however, it pointed out some data integrity issues that have now been rectified.

when i go to edit the picture from Items List ==> Arrange Items; click the edit icon for the Item named, Bright Green Evil Eye, the new window opens with 404 Not Found.

when I search within the Item Library, there is no corresponding Item named, Bright Green Evil Eye, regardless of the Online Visibility filter

Any additional suggestions as to how to remove this item from displaying on the website?

[Katie_SQ]

Sorry to hear that, @kspwearableart! I've escalated this to our Advanced Support Team for Square Online so that they can manually re-sync your site from our side. This should remove the item from your website. 

Please keep an eye on your site over the next 24 hours and try viewing your Shop All page in an incognito/private browser window. 

Thanks, talk soon!