Square online store not showing any items?

[MrWellFed]

I have a restaurant and have been a long term Square user. I have a website and online store connected with my Square for Restaurants accopunt. My customers can order pickup or delivery using our online store. Yesterday the online store was working fine just as usual. Today I began receiving calls and messages from customers saying they cannot order online. I checked and it seems the online store is not showing any items. Just a message that says:

"The page doesn't currently have any products. Please try again later"

I haven't even touched the Dashboard today or made any recent changes, so the store should be working as usual. I double checked that the online store is set to accept orders. Pick up and Delivery in the fulfillment section are set to on and set up correctly. In the items I checked a bunch of menu items and they are showing as visible, and available for the online store at my location. The Menu in Square for Restaurants is operating fine and we can take in person orders and over the phone. It's just the online portion that seems to be having issues. It seems to be a problem on Square's end as like I said I haven't made any changes and have double checked that I have everything set up as it should be.

Is anyone else having issues with their online store not showing any items all of a sudden?

I reached out to Square support but of course they can't help me until Monday as I am in Australia and it is outside of business hours, which is ridiculous. That means if I can't rectify this ASAP the online store will be down all weekend, which is our busiest period.

Would really like some help with this please!

[Laurie_]

Hi @Rancho,

Apologies for the delay in responding! While we strive to reply as quickly as possible, we may not always be able to provide same-day responses in the Seller Community. However, I can guide you on how to contact our team over the weekend if you encounter similar issues in the future.

Our standard support hours in Australia are Monday to Friday, 9 AM to 5 PM Melbourne time. Outside these hours, you can call 1800 760 137 and enter your customer code to connect with a Support team member overseas.

To access your customer code:

1. Log in to your Square account.
2. From Square Support Centre, click Ask our support assistant.
3. Type ‘customer code’ in the chat and click on the Customer Code link.
4. Select your location > Next.
5. Your customer code will appear with our contact options.

Note: This customer code is used to validate your Square account. Treat it as you would any other sensitive account information.

You can also reach out to your Account Manager during the week to report any issues you encountered over the weekend, and they’ll assist you in addressing them.

Upon reviewing your site today, I see that all items are currently available for order. Are you still experiencing intermittent issues with product availability?

If so, please provide some additional details so I can escalate this matter to our Square Online team:

1. Does this issue occur with all fulfillment methods, including Pickup and Delivery?
2. Have you noticed if the issue happens at specific times of the day, such as during lunch hours?
3. Have you recently uploaded new items or made any stock updates?

This information will help us better understand and address the issue.