How can I fix my website's display photo issue?

[synkwellness]

 when sharing our website domain with customers the website display photo isn’t working… it looks like the above currently when normally it looks like the below. How do I adjust/ fix this issue.

 

[Erin]

Hi, @synkwellness. I'm happy to look into this with you! I just have a few questions to make sure I'm giving you helpful advice going forward.

• Which theme are you currently using?
• When did you first notice that the image is no longer being shown?
• Did you make any changes to your online store before noticing this?

The image that appears when you share links can depend on your theme settings and the social sharing setting in your Shopify admin. This can differ depending on the theme you're using. Typically you will want to make sure an image is uploaded to the Social sharing image setting in your Shopify admin by going to Online store > Preferences. I'd also recommend double checking your theme for any social sharing settings. They can usually be found in the  Theme settings in your theme editor (if your theme has this setting).

Please try that out and let me know if you have any questions! Once I know which theme you're using I may be able to look into it further as well.

[synkwellness]

Hi Erin!

The theme I am using is Dawn 3.0.0.

I noticed it stopped showing the photo some time last week.

I had added products as I normally do to the website and that’s the only “change” I can think of. 
It’s just strange that when sharing prior it would show up but not currently. I haven’t changed any sharing setting but will go peek in there. Hmmm…

I appreciate your help with this!

[Erin]

Hi, @synkwellness. Thank you for getting back to me with that information! Based on the screenshots you shared, I'm assuming you're sharing this link over Facebook. Is this only happening with Facebook? Or is the image missing when you share links on other social media platforms as well?

With Dawn, you'll want to use the social sharing image uploaded in Online store > Preferences since there isn't a social sharing setting in Dawn's theme editor. If an image isn't uploaded to that setting, Shopify will use images added to your theme editor under Header > Logo or Theme settings > Checkout > Logo as a fallback. You'll also want to keep in mind that if you're sharing a link to a page with a featured image (product pages, collection pages, or blog posts), the featured image will be used instead. 

If you've double checked that an image is uploaded to the  Social sharing image setting in Online store > Preferences, and the image still isn't working when you share a link to your homepage, I recommend trying to run the facebook debugger tool to see if it will update the latest information and images. This may take some time to update, but it's a good option to try. If it still isn't working after that, I recommend reaching out to our live support team here. We can't see your account information here in the Shopify Community, but if you request support through that page we would be able to review this with you in more detail.

Please let me know if you have any questions! I also wanted to share this guide with more information on the social sharing image. 

[synkwellness]

Hi Erin,

The platform I was using in the photos was Instagram, but I will try those steps and see and worst care call in. Thank you!