Why aren't my items syncing to my website?

[lfelthous]

For the past few weeks, none of the items that I add to my item library will transfer to my website or "site items." I have set my account to automatically sync. I have set my items to "visible." I have published, unpublished, and republished the site. I have entered all the necessary information, but nothing will show up. My understanding is that our site items and Item library are now combined, but I was able to find a link to the old site items catalog, and see that none of my new listings are there. I have been in contact with customer service for a week and every time they try something new, but nothing works. I'm ready to leave Square altogether. Is this happening for anyone else?

[Stacelyn24]

Hey there,

It sounds like you're going through a pretty frustrating experience, especially after trying all those steps! Here's a couple of ideas that might help:

1. Item Type Check: Make sure the items you're adding aren't marked as "variable" items, as those sometimes have trouble syncing to websites. Try setting them as "single-item" if applicable.

2. Item Availability: Double-check the availability settings for your items. Even if they’re set to "visible," sometimes they need to be marked as available for online purchase in your Fulfillment settings.

3. Sync Toggle Reset: Since you've already tried syncing, I’d recommend toggling the sync settings off, waiting a few minutes, and then turning it back on. Sometimes a manual reset can fix the issue.

4. Check Site Settings: Go to your Square Online Dashboard and make sure your site’s settings haven’t defaulted to a previous version or template. This could explain why changes to your item library aren’t reflecting.

5. Browser and Cache: Sometimes, old data in your browser’s cache can interfere with updates. Try clearing your cache or using a different browser to see if that fixes the issue.

I know it’s been frustrating, but I hope one of these solutions works for you! If you’re still having trouble, asking for a higher-level specialist at Square Support might help speed things up.

Let me know how it goes! 🤞

[MayaP]

Hey there @lfelthous ,

I understand syncing issues are frustrating, and I am happy to help in any way I can. 

Did any of @Stacelyn24 suggestions help? Thanks again Stacelyn24 for your help! 

[Kschaffer]

No, none of them helped for me.

[lfelthous]

None of them worked. I am still dealing with Square and Weebly. They keep passing the buck to each other and no-one has fixed the issue. They can't even fix a simple email address issue. If my entire business wasn't connected to Square I would be gone TODAY!

[Kschaffer]

I am experiencing the same issues! It is driving me crazy. It really seems to be an issue with syncing. I am having trouble syncing new items and category image changes to my website.

[MayaP · Accepted solution]

Hello there @lfelthous @Kschaffer,

I appreciate your patience! If you are still experiencing this issue, please contact our support team. They will need to look at each of your account settings to determine what the issue is. You can reach them at 1-855-700-6000 or squ.re/contactsqsupport.

[ssanf01]

They claim they are doing this and will get back to you but they never do. I have been dealing with this for 2 years and since their changes, it's gotten way worse.

[lennys26]

@lfelthous The merge of the 'Square' and 'Online' systems went terribly for many users, myself included. Although Square never seems to have acknowledged the troubles, there are many posts about user issues. 

I had the same issue as you are explaining and although I can not recall exactly what I did, I can remember that there was an 'order' in which I needed to do the steps of publishing, changing visibility, publishing again and changing things on the 'online' website' before/after the [similar] change on the 'Square' site.

I also would suggest that you to do an inventory export and check the product availability column (Square Online Item Visibility). I often found that it did not match what was in the UI and/or what was actually happening in the real world. Again, I cannot say whether changing it there actually took priority or not, but it is something that I have noticed changes at will.

With the merge, there was also mess where duplicate categories were created although not containing an identical list of items. Check that this is not the case for you. 

I am not sure that this helps directly, but it is just to let you know that you are not alone in this issue (or your thoughts).

[TinBoss]

Sorry you are feeling the pain of this issue.  Our site has been up for 1 1/2 years and is now an utter mess.  Multiple photos of products that are not related to the listing is our biggest current issue.  So a customer looks up an item, and the photos do not match the item listing.  We went from regular ordering to 3 sales in November.  It's a killer.  I think we will have to completely start again, but will that fix the issue?  I am afraid if we start that process, spend countless hours, we will get the same result.  Spending far to much time the resolve.

If anyone out there has resolved this issue we would love to know the fix

[ssanf01]

I have called Square at least 5 times on this. They escalate my case and never call me back.  I'm making sure my data is correct, exporting, and telling Square to blow it out their a**. They are not interested in fixing this issue no matter how much we complain and beg for help.  I am disgusted at the sales that I lost this holiday season because none of my Christmas items even show up in my shop despite all settings being perfect.