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Troubleshoot items not visible on your Square Online site

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.

For information on settings up items for your website, check out how to Manage Square Online item settings.

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 items:

  1. From your Square Item Library, select an existing item.

  2. Add your prices in the Variations section.

  3. Select Save when finished.

Items not assigned to your site for purchase

For items to be purchasable online, they must be assigned to a site where a buyer can access them. To start:

  1. From your Square Item Library, select an existing item.

  2. Under ‘Where it's sold’, use the toggles to determine which websites the item should be assigned to, then use the Site visibility dropdown menu to set the visibility of the item to Available or Hidden.

  3. Select Save when finished.

Item stock not listed or tracked

If there's 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:

  1. From your Square Item Library, select an existing item.

  2. In the Variations section, select Manage stock.

  3. In the popup window, toggle on Tracking.

  4. Select a restocking preference to update from the Select reason dropdown menu.

  5. Enter a number to manage the stock and select Done.

  6. Select Save when finished.

Any stock changes will sync everywhere in Square. Learn more about inventory management.

Pickup and delivery hours not defined

When items have the pickup or local delivery fulfilment methods selected but no pickup or delivery hours defined, items won't be available for purchase. To set up pickup and delivery hours:

  1. From your Account & Settings page, go to Fulfilment > Pickup & Delivery.

  2. Select Edit by your location and edit the hours under Fulfilment Hours.

  3. Select Save when finished.

Location not visible for pickup and delivery

If you have multiple locations and multiple websites set up for pickup and local delivery, items will be unavailable if a location isn't visible on any of your sites. To make sure the fulfilment location is visible:

  1. From your Account & Settings page, go to Fulfilment > Pickup & Delivery.

  2. Select Edit by your location and go to Site visibility to choose which sites each location is visible on.

  3. Select Save when finished.

Mobile 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 on your site. To resolve:

  1. From your Account & Settings page, go to Business information > Locations.

  2. Select your mobile location.

  3. Change the Location type to Physical location.

  4. Select Save when finished.

Featured items missing

If you've added a featured items section to your website but haven’t added any items to display on it, then the items won't appear online. To resolve:

  1. From your Square Online site editor, select the section with featured items on it.

  2. Select the button in the editing panel to choose your items and tick all the items you want to feature in the section.

  3. Select Save when finished.

  4. Publish your site to see the changes live.

Learn more about featured items in Square Online.

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