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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. Learn more troubleshooting details below to make sure your items are available for purchase 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:

  1. In your Square Online Overview page, go to Items > Site Items and select an existing item.

  2. 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 "Options and pricing" section.

  3. Select Save when finished.

Pickup and Delivery Hours Not Defined

When items have the pickup and/or local delivery fulfillment method(s) selected, but there are no pickup and/or local delivery hours defined, items will not be available for purchase. To set up pickup and/or local delivery hours in Square Online:

  1. In your Square Online Overview page, go to Fulfillment > Pickup & Delivery.

  2. Select your location and edit the hours under Order timing.

  3. 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:

  1. In your Square Online Overview page, go to Items > Item Sync.

  2. 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:

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

  2. Select the mobile location in question, and change the Location Type to Physical Location.

  3. Select Save when finished.

Once complete, items will resync and you'll be able to mark them as Visible via the Square Online Overview page in Items > Site Items 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:

  1. In your Square Online Overview page, go to Items > Site Items and select an existing item.

  2. In the Options area of the item, select the button(s) in the Stock column.

  3. In the popup window, toggle on Track stock.

  4. If you have stock history enabled, select a restocking preference to update.

  5. Enter a number to manage the stock and select Update Stock.

  6. Select Save when finished.

Any stock changes in Square Online will sync to your Square Item Library and vice versa. Learn more about managing stock in Square Online.

Featured Items Missing

If you've added a section for featured items in the Square Online site editor but you haven’t added any items to display on it, then no items will appear on your website. To resolve:

  1. In 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 check all the items you want to feature in the section.

  3. Select Save when finished and Publish your site to see the changes live.

Location Not Visbile

Items will be unavailable on your website if you have multiple locations and multiple websites, but a location isn't visbile on any of your websites. To make sure the fulfillment location is marked as visible, please follow the directions below:

  1. In your Square Online Overview page, go to Fulfillment > Pickup & Delivery.

  2. Select Edit Location, and Edit the "Site visibility" so you may select which sites each location is visble on.

  3. Select Save when finished.

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