Items disappearing from Online Store

[luckyenvelope]

I am creating a new page on our Weebly Online Store for online ordering for pickup at our retail location. Since yesterday morning I have had nothing but problems with all the items I'm adding to the "Featured Items" section disappearing every time I re-open Square. I've tried on both the latest versions of Google Chrome and Firefox & I have tried clearing cookies and the same issues keep happening. It's very frustrating that it's wiping out all of my work every time I log back into Square. Obviously this is a big deal if I can't get my store up and running without items disappearing (lost sales).

[Valentina]

Hi there @luckyenvelope - it sounds like we'll want to dig in with you a bit here to get to the bottom of this. If you're still running into trouble with your Featured Items section, could you please share the link to your online store with us here so we can take a look? Thanks in advance!

[guesthouse]

I am also having this issue. Please advise! http://ghlincoln.com/order

[isabelle]

Hey @guesthouse-

Have you tried clearing the cookies for the last 7 days on your website? Is it items of a specific category?

Please let me know! Thank you. 

[guesthouse]

clearing browser cookies or are there weebly/square cookies that need to be cleared? either way, doesn't make sense. 

[isabelle]

In order to investigate this further, please reply with which pages/items/categories are missing. Is there a pattern in the kinds of pages/items/categories that go missing? Let me know @guesthouse. 

[Abeaudoin]

We are having a similar issue, whereby every day this week one or more items (OR photographs of items) on our website (online menu) have been disappearing from the website - because the item was mysteriously removed from it's proper category. Categories are being unassigned. Items are disappearing. And all of this is causing orders to print incorrectly, which is causing orders to be made incorrectly, which is causing customers to be upset. All of this is really frustrating. I've spoken with Tech Support as well as our Account Manager about this and so far noone has been able to help. 

[AnnaStudio]

Hi, I'm having the same issue with my client's online store. Most of the items I created on her Online Library have disappeared (but they are showing up on her Item Library, on her dashboard). I can't also Add from Item Library to the Online Library because it says "No items found". I have tried to add items on different days, with different browsers, cleared caches, still not working. I'm not sure what's going on. Could you help, please? Thank you.

[Kassi_]

Hey there, @AnnaStudio - 

Do you have the sync between the Item Library and Online Store turned on? 

It sounds like there is some disconnect between the two. Please let me know if that doesn't do the trick and I am happy to circle back! 

[AnnaStudio]

Hi Kassi. Yes, sync in on (Item Library or the Point of Sale app will be automatically added to this site).

But items are disappearing from the Online Library randomly. I've never saw this happening before.

[AnnaStudio]

I have designed more than 100 Square sites, it never happened before.

[Kassi_]

I agree, @AnnaStudio, this is very odd behavior.

Have you reached out to our CS Team at all? They would be able to take a deeper look & possibly file a ticket with our engineers, if needed. 

[AnnaStudio]

Thanks for your reply, Kassi.

What should I do to contact the CS Team?

[AnnaStudio]

I have sent two emails and talked to a person on the chat but I only got generic replies. The client also sent a few messages to the support and got tutorial links about the site builder, shipping options etc as replies... Not helpful at all.

[Kassi_]

Thank you for trying those options for getting in touch with support, @AnnaStudio . I would suggest reaching out to them via phone, if you can: 1-855-700-6000. 

[AnnaStudio]

They said that they couldn't help me because I am not the account's owner. I'm the designer who is building the site, so I'm not sure how I should get help. Is there any channel for designers/agencies find technical help on their clients' behalf?

Thank you very much.

[Kassi_]

Ah, @AnnaStudio .Yes, the account owner would have to either call in or be on the call with you for them to reveal any account information. 

Another option would be to have the account owner add you as an Authorized Representative on the account. It would allow you to call in with some permissions on the account without the account owner. Take a look at this Support Article with some more information.