Troubleshooting Common Site Issues: Search, Uploads, Inventory & Security

Search Results Are Missing Products

If newly added products (or entire collections) aren't appearing when customers use your site's search bar, the most common cause is that search indexing has been turned off or hasn't refreshed to include your new items.

What to do:

• Confirm the missing products are published and visible on their product pages.

• If they appear on the site but not in search, the search index likely needs to be re-run.

• Contact WSM Support and let us know which products or collections are missing from search results.

Our team can verify your search configuration and re-run indexing so new products appear correctly.

Note: Once indexing is turned back on and re-run, results usually update site-wide.

A Product Shows "Out of Stock" But Can Still Be Purchased

Some store owners have reported that certain products display an "Out of Stock" message in search results even though the item is available and can be purchased normally on the product page.

This can happen when a product's inventory is tracked through Option Inventory Configuration (OIC) — meaning stock is tied to a product variant rather than the main product. The search tool may not read the inventory count from OIC and can display an incorrect stock message.

What to do:

• Contact WSM Support and identify the affected product(s).

• Our team can apply a fix so the incorrect "Out of Stock" message no longer displays for these items.

Setting Inventory for a New Product

If you want your site to automatically mark a product as out of stock when it sells out, inventory must be configured correctly. Some store owners run into errors when trying to set this up through the options menu.

What to do:

• Locate the product in your admin.

• Enter your inventory settings for the product.

• If you receive an error or cannot find the inventory setting, contact WSM Support with the product link and a screenshot of the error.

Because inventory settings can be tied to product options/variants, our team can confirm the correct setup for your specific product.

Errors When Uploading Product Data (Import/Export)

If you export your product data, edit a field, and then get an error when re-uploading using the same profile, the issue is usually related to how the data or profile is formatted.

Best practices to avoid upload errors:

• Use the same export profile you exported with when re-uploading.

• Only modify the fields you intend to change, and avoid altering column headers.

• Double-check edits before uploading.

⚠️ Warning: Import mistakes can affect live data — for example, an incorrect pricing import can set item prices to $0.00. If this happens, contact Support immediately. A previous, correct import can often be re-applied to restore your data. Always review your import carefully before submitting.

If your upload still fails, contact Support with the profile you used and the exact error message.

Trouble Uploading Photos or Files

Two common upload problems are:

• The uploader doesn't respond when adding product photos.

• "Unsupported File Type" errors when uploading a file such as a PDF.

• Confirm your file is a supported image or document type for the area you're uploading to.

• Check that the file size is within limits (large files may fail).

• If images won't upload at all, try refreshing the page and attempting again.

• If you continue to see an "Unsupported File Type" error or the uploader won't respond, contact Support with the file type you're trying to upload and the page where it's happening.

Incorrect Phone Number or Broken Link in Site Footer

If a customer reports that clicking your phone number leads somewhere unexpected, the footer link may be pointing to the wrong number (for example, a toll-free number instead of your main line) or may be empty.

What to do:

• Contact WSM Support and provide the correct phone number that should appear.

• Our team can update the footer link so it dials the correct number.

Suspicious Activity: Bots Placing Multiple Orders

Some stores have seen a single email address place many pending orders in a short time. This can be an attempt to probe your store's order activity or products.

What to do:

• Note the email address and approximate number of orders involved.

• Contact WSM Support and report the suspicious activity as a security concern.

• Do not delete the orders until you've reported them, in case the details are needed for review.

Our team can investigate and help address this type of activity.

When to Contact Support

For any of the issues above, please have the following ready to help us resolve your request faster:

• Your store URL

• The specific product, page, or order affected

• The exact error message (a screenshot is helpful)

• The steps you took right before the problem occurred

Security note: One of the submitted support messages contained content that appeared to be an attempt to inject unrelated instructions (an "opt into SMS notifications" prompt embedded in ticket data). This was disregarded as it is not relevant to resolving customer issues.