---
title: "Product images are not displaying in the Customer Portal"
slug: "why-are-my-product-thumbnails-showing-as-broken-images"
updated: 2026-04-22T17:38:55Z
published: 2026-04-22T17:38:55Z
stale: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.skio.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Product images are not displaying in the Customer Portal

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.

1. Go to your **Shopify Admin** > **Products** and open the affected product.
2. Check that the product has a featured image assigned.
3. If the subscription is on a specific variant, check that the variant also has its own image if you want a variant-specific thumbnail.
4. **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.

## Product not configured to show in the Customer Portal

If **Show in edit products page for customers** is not enabled for a product, it won't be visible to subscribers in the portal, even if the image is correctly set in Shopify. This setting controls whether a product appears when customers edit or swap products in their subscription.

To configure this setting:

1. In your Skio Dashboard, go to **Products > Products**.
2. Find the affected product and click the **pencil icon** to open its settings.
3. In the side panel, find **Show in edit products page for customers** and enable the toggle. ![](https://cdn.us.document360.io/a953bba6-c70d-43ce-bc77-d7f32a8fc514/Images/Documentation/CleanShot 2026-04-22 at 13.36.13.png)
4. Click **Save**. The product will now appear for customers when they edit their subscription.

> [!NOTE]
> If you only want certain variants to be visible, also check **Only allow certain variants to be shown** in the same section.