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.

[zeroorlando]

I do not see an option that says, "Start Tracking Item Inventory" or "Track Stock" 
I have looked in the Online Item Library under each item and the Item Library from the Home menu.

All of my items show as Not Available.

I have stock, it shows the proper inventory numbers, I have "sell online" selected, and fulfillment set to Shipping. I am at a loss here. 

[JustinC]

@zeroorlando - Sounds like you checked all the areas I would recommend. Our Ecom Team will need to take a closer look. Mind reaching out? 

[nancyguthrie]

This is not working for me. I am setting up a new site and have put in inventory for several items, but when I go to the link for my online store and select the product, I get "Not Available." I have selected "visible" and "pickup" input inventory and selected "track stock. I do not see how I can "select a location I'd like to edit and click Go" I do see that when I select "update Stock" it says "status unknown" under my location but I don't know what that mean or how to adjust it.

[XTinaCR]

EDIT: Moved my disabled stock tracking question to a new thread because I don't think it particularly pertains to this one:

[CraftyLady]

I've loaded hundreds of items to my website without any inventory or stock loaded - which is what I want. My inventory is unlimited. Suddenly, in the last 24-48 hours, everything I've added are all showing up as out of inventory. I don't know why, as my input process has remained the same. In addition - The headache and time that will be wasted having to go back and try to find what all I've just loaded and then trying to edit those items is beyond aggravating. What happened and how do I keep it from happening with every future addition to the website? 

[Ellie_]

Hi there @CraftyLady,

We're sorry to hear that is happening! Can you please provide a screenshot of the error you are seeing? When we visit your website, we are not able to replicate, it allows us to view items and add them to a cart as well. 

[jhaCAREs]

@Ellie_ We are experiencing the same thing. Items set up exactly as others that worked fine previously are now showing unavailable in our store. One example below:

[redvelvet215]

I contacted chat support and they fixed that problem really fast. It was an issue with my setting. Just contact the support and they will fix it fast.

[CalvinsDiamonds]

same

[kargigogo]

kargigogo.square.site

Trying to make it so people can add the items on that site to their cart for Pickup.(I understand that I have Pickup turned off right now - that is on purpose so people don't order right now. When i have it turned on is when I get this problem.)

Some items are fine. Some show as Not Available. There seems to be no logic to it. I've been doing this for a couple of months now (launching the site for limited-time sales events) and didn't do anything differently this time. Also, the "only a few left" indicator is only appearing on a few items. 

I literally cannot launch the store or sell items until this is resolved. I have been in to the item settings and every other setting that I can find, but still have no idea why some items work and others don't. 

[sayra · Accepted solution]

Hello @kargigogo. 

Welcome back to our Seller Community. Perhaps it can be your fulfillment method that needs to be set up for every item to be available. You can make these edits in your Online Square Store by heading over to Item Library > Click on each Item and scroll down to > Fulfillment > All. Here you can also check if they are available. 

Hope this helps!

[KelleyJohns]

I'm having the same issue. I have one item listed. This method did not resolve my issue. I feel like I have tried everything. 

[ArchersCouncil]

I have used Square for several years to sell our small school's spirit items, but am having trouble this year with the new platform. I have items in the store that are set to "visible" and in stock, and the items show up in the published online store, but you can't select them for purchase...they all say "not available". Any suggestions?

[ashc]

Hey @ArchersCouncil,

I moved your post to an existing thread with another thing to look into that could be why they're not showing as available.

Checking to make sure they're set to visible is the first step but check out @sayra's answer above too to make sure that's all set up.

If still no avail- please reach out to our direct CS team so they can look into your setup with you to see what it could be missing. 

[CalvinsDiamonds]

smh same issue

[KIM34]

We have been working on this issue and can't fix it. The item shows as available but, when a link is created for payment it shows unavailable. Same thing with the store. You click the link and it allows you to select size but availablity button (which is green) shows unavailable. How do we fix this?? It seems like others in the past have had this issue. 

[Kassi_]

Hey there, @KIM34 - 

So sorry you're having issues with item availability, but I am here to help!

Do you have the item available in your Item Library on your Square Dashboard? If you don't then it can cause this issue while syncing to your Online Store. 

I will keep an eye out for your reply👀. 

[KIM34]

Kassi_

Yes that was where I started. All of our items were listed in the item library and then I went to set up the online store.

[Kassi_]

@KIM34 - 

Thank you for letting me know!

At this point, I am going to recommend contacting our CS Team directly. They will be able to dig deeper into this issue to help you get a resolution. 

[Trinity-MMA]

I just battled this for ages and got to page 6 without a great answer. Here is my resolution:

The issue was in pick up settings not being completed.

Settings - pick up and delivery - Edit location.

All the stock pointed to a location that wasn't completed yet. This resolved not being available on pick up.

[jschiroo]

This answer worked! Thank you!!