Items in my Item Library are missing from Square Online - where are they?

[Pao-pao]

The title of this post has been edited from the original: New Store is missing a full category of my products

I'd like to migrate to (publish) the new store, but when I preview it it is missing an entire category. I made the new category and moved some items into it (in my current store) almost 2 weeks ago, but they don't show in the new version. How do I know they will be there if I publish the new store? Who can I talk to about this discrepancy between the current and new store?

[#2]

Hello and thank you for posting in the Seller Community, @Pao-pao! 👋

There are a few things that will prevent your item from being visible on Square Online - these tips should help get you pointed in the right direction.

One thing I've seen that will prevent items in your Square Item Library from showing up in your Online Store is applying a variable price to an item. Because variable-priced items are currently not supported on the Online Store, you'll see this message at the bottom of your Edit Item screen while editing the item in your Square Item Library:

Another reason items could be missing from your Square Online site is if they are currently listed as Unavailable or Hidden in the Item Library section of your Square Online site. This is what you would see when editing the item within the website editor if your item is not marked as Visible: 

If you have multiple locations, you'll want to make sure that the items you want to appear on your Square Online site are made Available at the location synced to your Square Online site. Even if you only have one location, if the item is not Available at your location, you'll see this message when editing your item (you can manage availability by clicking the link to edit the item in your Square Online Overview Page):

This is the message you'll see in your Square Online Dashboard when editing an item:

Within your Square Sync settings, you have the ability to enable or disable the option to Mark newly imported items as “Unavailable” online. If this setting is enabled, your items will not be Visible when you add them to your Item Library:

One more thing you can look into is whether you've set a quantity in the Stock column of the Variations section when editing an item. This can affect whether your item appears on your website:



If this didn't quite get you where you needed to be, please don't hesitate to reach out directly - our Customer Success team is happy to transfer you to our eCommerce specialists for some one-on-one help.

[Valentina · Accepted solution]

Hello and thank you for posting in the Seller Community, @Pao-pao! 👋

There are a few things that will prevent your item from being visible on Square Online - these tips should help get you pointed in the right direction.

One thing I've seen that will prevent items in your Square Item Library from showing up in your Online Store is applying a variable price to an item. Because variable-priced items are currently not supported on the Online Store, you'll see this message at the bottom of your Edit Item screen while editing the item in your Square Item Library:

Another reason items could be missing from your Square Online site is if they are currently listed as Unavailable or Hidden in the Item Library section of your Square Online site. This is what you would see when editing the item within the website editor if your item is not marked as Visible: 

If you have multiple locations, you'll want to make sure that the items you want to appear on your Square Online site are made Available at the location synced to your Square Online site. Even if you only have one location, if the item is not Available at your location, you'll see this message when editing your item (you can manage availability by clicking the link to edit the item in your Square Online Overview Page):

This is the message you'll see in your Square Online Dashboard when editing an item:

Within your Square Sync settings, you have the ability to enable or disable the option to Mark newly imported items as “Unavailable” online. If this setting is enabled, your items will not be Visible when you add them to your Item Library:

One more thing you can look into is whether you've set a quantity in the Stock column of the Variations section when editing an item. This can affect whether your item appears on your website:



If this didn't quite get you where you needed to be, please don't hesitate to reach out directly - our Customer Success team is happy to transfer you to our eCommerce specialists for some one-on-one help.

[TenkillerPokerR]

I'm certainly a newbie here! We are a local community service organization and we are selling Sponsorships for our upcoming event. We haev used square for many years but I am struggling to figure this one out... We created 3 items for the sponsorship levels but the items are showing "Not Available"... I've updated the location information and added stock. What can I do?

Link: https://beta-sigma-phi-mu-omega.square.site/

[MentorChar]

I am trying to sell registrations for classes.  I have set the tickets up as an item in Square, with class size as the inventory, and the locations as "all locations" (For locations I have me as a "mobile location" and the classroom space as the other location.). Then I go to the "Online Store", which takes me to Weebly, where I set the pickup location as the classroom. 

But, I am still seeing this on each item:
"This item can't be sold online because it's marked as unavailable at your shipping location. To change this, go to your Square Dashboard."  (That link, BTW, gives a 404)

I've gone over my dashboard a dozen times, and I can not figure out why it's still marking items as unavailable. There doesn't seem to be a setting that I can find for tagging the items as a digital item. I'm missing something important here, and I can't find it. 

[VanKalkerFarms]

that link and your store seem to be on Weebly, not a Square online store.  So I don't know if the issue is what Weebly is seeing in their setting or on your dashboard on Weebly, or if it is the data it is pulling from Square.  @katieand, you have any input on this as I don't have any experience with a Weebly store.

[Helen]

Hello @MentorChar, sorry for the frustration. Can you reply here with a screenshot of where you're seeing this error message?

You can also give us a call and a member of our Customer Success team can take a closer look at your account settings and help you sort this out. 

[MentorChar]

@Helen, 

This is what I'm seeing- first, on my Square dashboard, my products (the events) are listed as available at all locations, with inventory. There's a link to the Online Store:

When I click on the Online Store link, it takes me to Weebly, where I'm clicking on the Manage Store link:

There, I can see that my products have no inventory, and when I click on the individual items, I see the "Marked as unavailable" message, and no inventory. The link doesn't go back to Square:

Mostly, I just need to know what I need to do to make those classes available so I can start getting people registered. It automatically took me to Weebly to set up an online store, there wasn't any other option given- I'm not trying to integrate a previous Weebly store with Square. 

[Helen]

[This thread was updated on 9/21/2020 to provide current instructions for this suggested solution]

Thank you for the great screenshots @MentorChar!

Can you check the following setting is disabled from your Online Store?

1. Click Online within the Square Dashboard.
2. From the Square Online overview page, go to Settings > Square Sync.
3. Uncheck the mark newly imported items as unavailable online option.

Let me know if this helps! 

[MentorChar]

I checked, that setting is already off 😞 

It says "You can mark items as “visible” individually after importing.",  but that option is grayed out on the Edit Product page. 

I'll try toggling it on and then back off, see if that helps

[Helen]

Sounds good! I'll keep an eye out for your reply. 

[ccz]

thank you!!

[Tcross]

I too am having issues and turning this setting off does not help. 

[AshleyK]

Hey @Tcross thank you for the screenshot!! It sounds like you need to check that item in your Square item library and make sure it is available at the location you are syncing to the online store.

Let me know if this works. Thanks!

[Jlayer555]

@Helen 

when I try to click on the Square sync it says “sync unavailable”. I’ll try on my desktop later also, this was from my phone. 

[isabelle]

Hey @Jlayer555-

Did that work? Let me know! 👀

[Jlayer555]

Another team member was able to do it from her laptop and now they show as available, so not sure exactly what she did, but it works. 

[isabelle]

Happy to hear that @Jlayer555! 

[grinderjohn]

Hello - I'm having a similar problem, but only when I try to order on my phone. It works just fine on my computer, strangely. When I try to place an order with my phone, it comes up "Pickup at the chosen location is currently available." I've changed the setting Helen mentioned, but that didn't work. 

[grinderjohn]

Hmm, I just tried it on another phone and it works fine. It's just not working on my phone. I'm baffled! Not sure if I should worry about it not working on customers' phones or not. 

[grinderjohn]

Solved. I delete the cookie for the square site on my phone, and now it works fine!

[sayra]

Great! Happy to hear this has been solved. Let us know if you have any other questions. 

@grinderjohn

[ChrisC1]

I have the same problem, on my laptop but not on my phone. I have unselected the sync of new items as suggested in the thread but it still shows items as unavailable

[sayra]

Hello @ChrisC1. 

Sorry to hear you are experiencing the same issue. Can you please provide me with the names of the items that are not showing as "Available" and your website URL? I'd be happy to take a look. 

I'll be on the lookout for your reply.