Product thumbnails are sourced from your Shopify product catalog and synced to Skio's database. The portal checks for a variant-level image first, then falls back to the parent product's featured image. If both are unavailable, a placeholder is shown.
There are several reasons an image might be missing or showing a placeholder:
The image isn't set in Shopify
The most common cause. If neither the product variant nor the parent product has an image assigned in Shopify, the portal has nothing to display. Depending on where the customer is in the portal, they'll see either a generic placeholder or a broken image icon.
Go to your Shopify Admin > Products and open the affected product.
Check that the product has a featured image assigned.
If the subscription is on a specific variant, check that the variant also has its own image if you want a variant-specific thumbnail.
Save in Shopify, the portal reflects the update on the next page load.
The image was added to Shopify recently and hasn't synced yet
Skio picks up product changes from Shopify automatically. If an image was just added or changed, it may take a few minutes to appear in the portal. Wait a few minutes and reload, no action needed.
The product or variant was archived or deleted in Shopify after the subscription was created
Subscriptions can persist after a product is deleted from Shopify, but the image URL may no longer be accessible. The portal will show a placeholder for that line item.
If the product has been intentionally discontinued, no action is needed. For active products, check Shopify Admin > Products to confirm it hasn't been accidentally archived.
The image was deleted from Shopify after the subscription was created
Removing an image from a product or variant in Shopify will be reflected in the portal within a few minutes once Skio picks up the change. The portal will show a placeholder until a new image is assigned in Shopify.