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.

[motherpacha]

Yes, after messing around and putting the store back open and making all other items unavailable I too was able to purchase a donation. The site looked different on every device. I checked my iPhone, my iPad and my Mac. Some said donations were out of stock but I could still select it and purchase it. Thanks for checking. 

[AdamB]

Ok! If you have other questions or trouble let me know.

[Arie]

Hi @carleigh_kerr,

I've merged your question to this thread where we list some troubleshooting steps for this message. If you're still having trouble after going through these steps, reach out to our support team on 1800 760 137 (Mon-Fri, 9am-5pm Melbourne time). 

[sayra]

Hey @anhmazingfood. 

Sorry for the confusion. I have moved your post here where another seller asked a similar question. @AshleyK provided the Best Answer and solution to this.

Let me know if we can help with anything else.

[gspto620]

Hello, I have read the Best Answer but it is not helping me.  I can only get my item to show as 'Available' when I set it for Shipping - I want to do an Order Pickup.  I'm really struggling here.  Even when I follow the Best Answer, I do not see how to Start Item Tracking from the Online Dashboard>Item

Thank you for any advice

[SCAA-artist]

We are creating an online art show using Square for the sales end. After putting in all of the the items, some of the Buy buttons have switched on their own to "Not available" without any sales. My stock says there is one item available, the price and all the information is correct. How does this happen and how do I fix it?

[Joe]

Hi there, @SCAA-artist 👋 Thanks for reaching out to us here on the Seller Community! We are happy to have you join us. 

So sorry for the confusion here! We can assist with some troubleshooting here. I've gone ahead and merged your post into an existing thread of Sellers who were also looking for information regarding items not being available. Take a look at this Best Answer from Ashley for more details.

Let us know if you have any additional questions! We are here to help. 

[Lisaady]

Started a new account and the first listing worked great. The next day I started to list more and they all show up as not available and I did everything the same way. 

[sayra]

Hey @Lisaady. I wonder what can be going on here. Can I please get your website address. Also, have you taken a look at your settings located in your Square Online Store under Item Library > Visibility?

[Lisaady]

We send the link to our fb group for people to use but it only worked on the first one and now it is just saying time not available. I haven’t DONT anything different except for putting them on that one page with all the squares for quick reference. We have missed out on last weeks sale night because we can’t get it working 

[suzannelori]

Our website currently says "There are currently no items available for sale at this time. Switch to view 'All Items', or come back later to purchase!"

While do close at 3pm and are not currently open, you can still purchase the items for pick up the following day. How do I turn off this feature so all items are visible at all times? Or All Items is the default and is what shows first?

[Joe]

Hi there, @suzannelori 👋 thanks for reaching out to us here on the Seller Community! Good to hear from you again.

So sorry for the trouble here with your Item Availability and dropdown - this sounds strange, indeed. I went ahead and flagged this over to one of our Ecom specialists, to try and get some extra context as to why this could be occurring for you.

First things first, can you confirm that you have not set up any Time Based Categories? This would set specific items to be only available at certain times throughout the day or week.

More likely, it sounds like this may be a bug or glitch. Would you mind pushing this to the attention of our Support Team? They can take a deep dive into your settings and see if there is any discrepancy that needs to be pushed to our Engineers. 

[suzannelori]

I have reached out to support but haven't heard back from them yet. And we do have a Time Based Category which seems to be working as intended. It shows up as such (see attached image) when you click All Items on the dropdown.

[suzannelori]

I deleted the Time Based Category and the dropdown disappeared so it seems it is an issue that occurs when you have the Time Based added. Unfortunately, it makes all items unavailable and not just the Time Based.

[pbprintz]

I'm trying to set up an online store. I have my first item up and have been through ALL the settings and I cannot figure out how to change the button on the item in the store to something besides "Not Available" 

I have it set up as in stock, have it assigned to a category, etc. I'm at my wits end here. 

[ashc]

Hey @pbprintz,

I moved your post to one of the existing threads for this.

Check out the Best Answer and seller answers above that should help you.

[GlitzyGypsy]

Good morning! Sorry to be a bother, but I have started adding items to my online store (I am currently using the free site) and my items are showing up just fine online- but they are saying "Unavailable" when I have 1 of that item in stock.... is this because I don't have more than 10 items in stock? If so, is there a way to change that?

Thanks so much in advance!

GlitzyGypsy

[JustinC]

Hello!! You're not a bother at all 🙂

Can you click an item to edit from the Site Editor to ensure it's is set to Available?

Also try the steps Ashley posted on this thread I moved you to. @GlitzyGypsy

[jrcathy]

Customers are getting this message at the end of their order:  Unfortunately the item requested is no longer available for the location. To manage your cart, return home.

This is tickets for an event.

Please help clear this message.

Thanks,

[Valentina]

This sounds related to an issue we were experiencing this weekend that should no longer be affecting your Square Online website, @jrcathy. If you're still experiencing this issue, please get in touch with our Support team so we can dig in with you.

[DeightPTO]

I've added some items, I did find another thread about the store sync settings and those are correct. For some reason tho, one color (total of three available) is showing not available.