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Square Payment Links troubleshooting

If you or your customer have trouble viewing a Square Payment Link, there are some settings or features that could be the cause.

Check your Square Online settings

Sometimes, an item is marked as unavailable in Square Online – there are a few ways to check this setting.

Default custom sync settings

If you only have one site in Square Online, the item sync settings may be set to not automatically add new items from your Square Item Library to your site. To change this:

  1. On yourSquare Online overview page, go to Items > Item sync or Shared settings > Item sync.

  2. Toggle on Automatically add new items to this site.

This setting will make sure that items are available to sell online via your payment links.

Items are hidden

Your items may be marked as ‘hidden’ in Square Online. To change this:

  1. On your Square Online overview page, go to Items > Site items.

  2. You’ll see the list of all your items. Select the item you want to edit.

  3. Under ‘Visibility’, select Visible.

  4. Make any other item edits and select Save.

You can also update this for multiple items at once using the bulk editing method.

Set your default fulfilment method

If your fulfilment method is set to something other than shipping, your items may show as unavailable to your customers. To change this:  

  1. On your Square Online overview page, go to Items > Item preferences or Shared settings > Item preferences.

  2. Under ‘Default item fulfilment’, select Edit.

  3. Tick the box for ‘Shipping’, and make sure all the other fulfilment methods are unticked.

  4. Select Save.

Update your device, app or browser

For Square Payment Links sent from your online Square Dashboard, make sure the browser you’re using (e.g. Google Chrome, Microsoft Edge, etc.) is up to date. For payment links created in Square Point of Sale, make sure your device and the Point of Sale app are up to date.

Check item status

Your customer might also have trouble viewing a payment link. Check to see if their payment link has an Active status in the online Square Dashboard.

Check team permissions

If you have employees set up with Square Teams, check your team’s permissions. By default, Square Payment Links are only available for account owners but can be opened up to all employees via permissions. Once the account owner enables the payment links feature, employees with online Square Dashboard access can view, create, update and manage settings for Square Payment Links.

  1. From your online Square Dashboard, go to Staff > Team > Permissions. You can apply permission rules for a role, a specific employee or all of your staff. 

  2. Select Edit permissions.

  3. Select Payment links from the list of permissions and toggle on Payment links.
    Note: If you want to enable all permissions in the list at once (except bank account management), toggle on Full access.

  4. Select Continue to set up access points.

  5. Select Save when finished.

Resend the payment link

Delete the current payment link and create it a second time. Try sharing the link with your customer again.

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