Anyone else having issues with Square Online images changing?

[EarthMarket]

Over the last few weeks, I've noticed random items online having the main image switch with another image saved to the item. I have not even been editing those items, and it is random what items it is doing it to. It seems to be some sort of glitch. I keep randomly noticing it, and after I fix a bunch, I go back the next day and there are a bunch more. So frustrating that I can't rely on Square to have the proper images on my website that I have saved. I'm sure my customers are getting confused too, and it can cost me sales.

[BernadetteA]

Hi @EarthMarket 👋 I'm sorry for the frustration! This may be something that you will need to reach out to the support team for. 

When you say the image is switching, is it switching with another image for the same item, or is it mixing up images from multiple items? Do all of your images have a unique file name? 

[EarthMarket]

it is switching with another image from the same item. I have multiple images per item usually so customers can see the products well.

Yes each image has a different file name, and this is happening to multiple items (some new, some very old) and is very random which items it changes the images on.

I feel like I am constantly hunting and fixing these glitches.

[BernadetteA]

This definitely sounds like a bug. I'm sorry to hear that you keep running into issues!

The best course of action at this point would be to reach out to the support team so that a rep can get this escalated to the appropriate team for you. 

My apologies again for the frustrating experience. 

[EarthMarket]

we are still having this issue and so far square support has not been able to help at all or offer any suggestions. It is so frustrating having our images swap out randomly all the time and looks unprofessional. 

[EarthMarket]

secondary update. Found out another store similar to ours is having the same issue!!!!! Why is this bug not fixed yet. We are getting to our witts end. 

[BernadetteA]

Thanks for the update, @EarthMarket 

You were able to speak with support, correct? I'm surprised the rep did not consult with the advanced support team, or escalate this issue for further research. 🤔 Do you happen to have a case number from the rep you spoke with? 

[EarthMarket]

I did, but they did not escalate or speak with anyone else. I have a reference number that was given: ref:_00DE0Y7ru._5004W24xVFV:ref

[BernadetteA]

Thank you. I'll see if I can find some more information about this for you.

[BernadetteA]

How are you editing your items, @EarthMarket Can you explain step by step? Do you have any current items that are displaying the wrong image? 

[EarthMarket]

Hi Bernadette,

Sorry, I wasn't sent a notification that you replied here. 

It is applying the image changes to random images (some that I haven't edited in half a year or since we listed the product a year ago). 

It isn't just applying it to new items or items I have edited recently. Anytime I do edit an image, I just go in and usually change something in the description (wording) and then save it.

I just went in and fixed a bunch that were showing up wrong again before I saw your note here(it is a battle every couple days for me to do this). So there isn't one at the moment, but I am sure there will be in a couple days again if you'd like me to mention it here when it happens.

I found out this is also happening to another store I spoke with who has Square. She is battling the same issue and is frustrated as well.

[BernadetteA]

It's okay! I have missed notifications in the past, too, so I totally understand. 

Thank you for the additional information. And, yes, please let me know as soon as you come across an item that switches the image. I wish there was an easy way for you or I to show the "before" but I can't think of anything aside from taking screenshots of everything which is just not practical. 😕

Have you noticed if it is a particular item or items that constantly mess up the image? I believe you said earlier it happens randomly, so probably not.. 

I think I know the other seller you are talking about. I'll check with my teammates to see if they were able to get any details from the advanced support team as well. 

[EarthMarket]

It is not a particular item/items... it is totally random. It seems to be different ones each time.  I'm not coming across any today. Yesterday the Tru Earth Strips on our website was showing the wrong image. I fixed that one. It was only showing the lilac image as the main image, when it usually shows the pair of 3 image. We also fixed the honey mustard chips which was showing the 3rd image in the roll as the main image (one with dirt in backdrop to show compostable) vs. the actual picture of the front of the bag that is usually shows.

Yes, the other store having the issue is a similar store to ours.

[JJ_]

Hey there! I'm stepping in for @BernadetteA while she is out of the office. Thank you for these detailed examples @EarthMarket. I will pass them over to the team to see if they are able to identify the situation going on here. BernadetteA or I will be back with an update or other questions if they arise.

[reblyells]

Hi, I just discovered that images I have uploaded as variations have disappeared for multiple products. It’s frustrating because I don’t know when this occurred and if I have been missing sales because of it.  There is definitely an issue with online images.

[lmccandless]

Still an issues in 2024, i found forums going back to 2020 with this image issue. Wild it hasn't been fixed in 4 years

[reblyells]

Sooo frustrated! Many of my items with variations lose their thumbnail images. I reported it in late 2023 and worked with them for a couple months sending in examples. It’s still happening 😞