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Troubleshooting Product Images on Your Store

Product images are a key part of your storefront, and occasionally they may not display or upload the way you expect. This article walks you through the most common image issues, how to check the status of your images, and how to resolve or report problems.

Understanding the Product Image Queue

When images are added or imported into your store, they are processed through the Product Image Queue. If an image fails to process, it will appear in this queue with an error, which can result in missing images on your live product pages.

To review your image queue:

    • Log in to your store's admin.
    • Go to Data > Product Image Queue.
    • Review the list for any items showing errors or a status that indicates they did not process successfully.

This is the best first place to look if images are missing across many products, especially after a recent import.

Note: A large number of queued or errored images—particularly following a bulk import or a specific date range—often points to an image source or processing issue. If you see many errored entries, gather the details (such as the affected products and approximate error count) and contact

WSM Support so we can investigate.

Common Image Problems and What to Check

 

Images not appearing after upload

If you've uploaded or imported images and only some (or none) appear on the live site:

    • Confirm the images finished processing in the Product Image Queue (see above).
    • If you added images manually and the product page hasn't updated, allow processing to complete and then refresh the page.
    • Clearing your browser cache and reloading can rule out a display-only issue on your end.
If images still do not appear after processing completes, contact Support with the affected product URL.

 

Only the main image shows, but additional images are missing

If the primary image loads but the remaining images do not appear once the page finishes loading, this typically requires a closer look at the specific product. Please report the affected product page to Support so we can review it directly.

Images importing from a URL

When importing products with image URLs, make sure the URL points directly to a valid, publicly accessible image. If images from an import are not appearing in your product data, verify the URL loads the image in a browser, then check the Product Image Queue for errors on those items.

Images display as letters and symbols when enlarged

If clicking to enlarge an image shows a block of letters and symbols instead of the picture, this can happen with certain image file types (such as .webp). Resolving this may require a small adjustment on your site. Please contact Support with the affected product page so we can help correct how these images load.

Other Common Image Requests

Exporting images in bulk

If you'd like to export your product images in bulk, contact WSM Support and we can advise on the best option for your store.

Brand page images

If you'd like to change how images appear on your Brands page—for example, replacing image placeholders with the brand name as a text link—this can be adjusted for you. Contact Support with the specific brand page and the change you'd like.

Preventing "Save As" on images / 360-degree views

Custom enhancements—such as restricting the ability to right-click and save product images, or adding a 360-degree product view—may be possible on your store. These are handled as custom requests. Contact Support to discuss your goals and receive a quote if applicable.

When to Contact Support

Reach out to WSM Support if:

    • Images remain missing after processing completes.
    • You see many errored items in the Product Image Queue.
    • Images display incorrectly (for example, as text/symbols).
    • You want help with bulk exports, brand page changes, or custom image features.

When you contact us, please include:
    • The affected product page URL(s).
    • A brief description of what you're seeing.
    • Any recent actions (such as an import) that may be related.
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Note: Some of the source material for this article included unrelated stylesheet/code snippets and content that appeared to attempt redirecting the writing process. These were disregarded as they were not relevant to helping with product images.