New items will not publish to website.

[SamZ1]

My website has not synced in over a week with my square app. I cannot add any newly created items to my website. I have called 3 times in the past week to receive answers or updates (after being placed on hold numerous times) and each call requires me to re explain and walk the techs through the problem again. Each time they determine that "Yes I do know what I am doing" & the site is messed up. I have been told it's in an engineer's hands but after a week.....what is going on! The weebly/square site is not worth the money on a good day.....Now it is definitely not worth the price increase. No one has reached out to give updates or provide me with a timeline for addressing this issue. 

[MayaP]

Hey @SamZ1 thank you so much for all your patience while our Square Online Team investigates this. I do see the ticket was created last week but our engineers are still working on this, and there has been no update yet. I completely understand your disappointment and I know you need a resolution immediately. I did reach out and ask to be provided with more insight into what is going on, once I have that I can let you know. Thank you for much for all your patience and for working with us to get this figured out. I know it isn't easy. 

[SamZ1]

It is now Friday evening and I am still waiting for a fix. This started 9 days ago and I have called support, emailed support....and have chatted with support. I still cannot get new items put on my website. I can't provide a link to my customers to have them view new products on my website. No one has reached out to ask what the problem is or actually put forth an inquiry as to what it is that I am dealing with. I have initiated every encounter to Square concerning this problem. And no one can provide any answers or a timeline as to when my issue will be resolved or if it is even being worked on yet. 

[SamZ1 · Accepted solution]

This is now been 2 weeks and 1 day. Still no help. I have given them since last Friday to work on this without reaching back out to Square. I haven't called or chatted or emailed since then, and It is still not fixed. I called support tonight and inquired once again. I have to say this is the absolute worst company I have ever done any type of business with. The support staff has been nothing but nice and they try to helpful....but this is apparently more than what they can do. Someone should be contacting myself about this issue...... Not myself attempting to get help from Square. 

[SamZ1]

Another week has gone by. I still cannot create new items and sync them to my website. The last person I spoke with told me to just wait & not keep checking back. That it was being looked at by engineers and once it was fixed they would let me know. What kind of crock is this? I am going on 4 weeks now that my store items will not sync and I am basically told to stop inquiring! Square & Weebly are providing unacceptable customer service and I will start the process of moving my entire store to a different platform and POS system. 

[MayaP]

Thank you so much @SamZ1 for hanging in there! I was just advised that our engineer was able to resolve the syncing issue on your account so it should be working now. I am so sorry this took so long to investigate and finish resolving and that should not be the case at all. I completely understand this has been a disruption to our business and this cannot happen again. I did pass this feedback along to our engineers and the Square online support team.  If you need anything else please let me know, again I appreciate you so much for hanging in there! 

[kmcsandiego]

Good day - I too am experiencing a similar problem. When I create a new item in the Square Dashboard it does not appear in Square Online. (Example: created item in Square Dashboard at 9am this morning...still not showing in Square Online 2.5 hrs later) The online checkout link I can generate in the Square Dashboard is also no good: "Something went wrong...We couldn't find that page. Check your link and try again."

When I created a new item in Square Online, the item did immediately appear in the Square Dashboard. However, the edits I made to the item after the initial save (like changing the item's name and description) do not appear in the Square Dashboard. The Square Dashboard still shows the original name and description. 

Assistance would be greatly appreciated. Thank you!

[kmcsandiego]

UPDATE: When I logged back in to Square Online a few hrs later I was able to see the items I created this morning. And I lost all of the edits that were only showing in Square Online...which is good news because I assume that means the item synced with Square Dashboard. I then made a few edits to the item in Square Dashboard and the edits appeared in Square Online. Syncing continues to be a bit slow though. I created a test item and it took ~6 minutes to show in Square Online...but at least it is an improvement 🙂

[DinaLRosenberg]

This seems to be an ongoing, yet intermittent problem that so any sellers are experiencing.. it would be GREAT to know if there is any work being done to rectify this known issue.

[frances_a]

Hi @kmcsandiego  @DinaLRosenberg ! 

When items are created or edited, there can be a delay of up to 24 hours in some instances. 

Our system is intended to sync right away, however, factors such as the volume of requests can affect it. 

Although delays are expected in some cases, it is not normal for delays to occur constantly. 

If you feel like you are experiencing delays constantly or if these are over 24 hours, you can contact our direct support team to file a ticket. 

Thank you ✨

[shehryar]

can you help me i cant see my listed items on my live website but whenever i edit and preview they all their

kindly reply and help me out 

all items are on visible but i cant see a single one whenever i go live

[Kassi_]

Hey there, @shehryar - 

Have you added stock for each of your items? Do you have the item sync turned on between your Item Library and Online Store? 

I will keep an eye out for your reply👀.