Troubleshoot Non-visible Items in Square Online
If your items display as Unavailable or don’t appear at all on your Square Online site, there are a few things to consider that could be the cause. Check out troubleshooting details below to make sure your items are available for purchase online.
Learn more about adding items and categories to Square Online.
Item Variations Missing Prices
So that items appear on your website, one of the first things you’ll need to do is make sure all of the variations for each item have prices listed (even if the item has a single variation). To add a price to your Square Online items:
From your Square Online Overview page, go to Items > Site Items and select an existing item.
If the item has no variations, add your price in the ‘Item information’ section. If the item does have variations, add your price in the Variations/Options section.
Select Save when finished.
Pickup and Delivery Hours Not Defined
When items have the pickup or local delivery fulfilment methods selected, but no pickup or local delivery hours defined, items won’t be available for purchase. To set up pickup and local delivery hours in Square Online:
From your Account & Settings page, go to Fulfilment > Pickup & Delivery.
Select your location and edit the hours under Fulfilment Hours.
Select Save when finished.
If you don’t intend to use pickup or local delivery, you can change the fulfilment method for each of your items using the bulk editing method.
Items Not Automatically Added to Your Site
If you only have one Square Online site, you have the option to automatically add new items to it from your Square Item Library or POS. To start:
From your Square Online Overview page, go to Items > Item Sync.
Toggle on Automatically add new items to this site.
Doing this will make sure newly added items appear online. You can also select the default visibility setting for these items by choosing either Visible, Hidden or Unavailable under ‘Item visibility settings’.
Existing items not already added to your site will need to be added manually with the Add from Item Library option on the Site Items page. You can also manually change the visibility for items you’ve already imported using the bulk editing method.
Mobile Location vs Physical Location
Square Online doesn’t sync item stock from mobile locations, so items only available at a mobile location will be marked as Unavailable in Square Online. To resolve:
From your Account & Settings page, go to Business information > Locations.
Select your mobile location and change the Location Type to Physical Location.
Select Save when finished.
Once complete, items will resync and you’ll be able to mark them as Visible using the bulk editing method.
Item Stock Not Listed or Tracked
If there is no stock listed for some items, be sure that stock numbers are added to those items if marking them as ‘Visible’ doesn’t display them on your site. To add stock to your items in Square Online:
From your Square Online Overview page, go to Items > Site Items and select an existing item.
In the Variations/Options section, select a button in the Stock column.
In the pop-up window, toggle on Track stock.
If you have stock history enabled, select a restocking preference to update.
Enter a number to manage the stock and select Update Stock.
Select Save when finished.
Any stock changes in Square Online will sync to your Square Item Library. Learn more about managing stock in Square Online.
Featured Items Missing
If you’ve added a featured items section to your site but haven’t added any items to display on it, then the items won’t appear online. To resolve:
From your Square Online site editor, select the section with featured items on it.
Select the button in the editing panel to choose your items and tick all the items you want to feature in the section.
Select Save when finished and Publish your site to see the changes live.
Location Not Visible
If you have multiple locations and multiple websites, items will be unavailable if a location isn’t visible on any of your sites. To make sure the fulfilment location is marked as visible:
From your Account & Settings page, go to Fulfilment > Pickup & Delivery.
Select Edit and go to Site visibility so you may select which sites each location is visible on.
Select Save when finished.