Why are image files disappearing from our eCommerce site?

Technical Q&A

Topic summary

Multiple Shopify store owners are experiencing unexplained image file deletions from their CDN servers over the past three months.

Key Details:

  • Images that were previously stored and functioning are disappearing without user action
  • The issue affects various content types: product images, blog posts, and RSS feeds
  • One user reports 9 missing images in their latest monitoring report
  • Store administrators confirm they haven’t deleted files or made changes that would remove images

Troubleshooting Attempts:

  • Users have ruled out accidental deletion and app interference
  • Some images can be found in Shopify’s “deleted assets” section, though users didn’t delete them
  • Multiple support tickets have been filed with Shopify

Current Status:

  • Shopify support is investigating but hasn’t provided an explanation
  • The problem appears widespread, affecting multiple stores simultaneously
  • Users are seeking confirmation from others experiencing similar issues and hoping Shopify will address this systematically

One user also reports related Pinterest feed errors due to missing images from their Shopify RSS feed.

Summarized with AI on November 7. AI used: claude-sonnet-4-5-20250929.
1

We have a 3rd party monitor our site regularly for HTML errors and for the past 3 months in a row it has highlighted image files missing from our Shopify site. The files are supposed to be on the CDN servers but have just disappeared. Fortunately, we have been able to resource the images, and the gurus have not been able to help and explain the issue.

I am the only administrator at our end, and I do not delete image files, in case we need them in the future.

Today we have received our latest report and we have a total of 9 images missing.

Anyone else been experiencing image files going AWOL without explanation from their shopify site?

3 Likes
2

The files are supposed to be on the CDN servers but have just disappeared.

Crazy question first, how do you know that the images made it to the CDN in the first place? I see images go missing when a shop has referenced an image on a content page directly, adding the url for a product image. If the product is removed at some point that url will fail since the images are removed. Nothing unexpected there.

Got some extra context/examples to share?

1 Like
3

Jason.

My background is IT of 40 years, so can fix most things under my control.
Only control I would have would be to have deleted them, and I didn’t.

The images were there. Now they are not. And I reiterate - this has now
happened fro 3 months on the trot. Once was bad enough, two was only a
couple of images, so I quickly replaced. This last time I think 9 are
missing.

No, they have not been product related. If my memory from the previous two
months is correct, all the images have been on blog posts.

The guru who first answered this month said she had found the images and
had restored them. But that DIDN’T happen. She mentioned the “deleted
assets section”. How do they get in there. I did no deletions, and where
are they now?

The issue is now with Shopify Tech Support to investigate.

2 Likes
4

I’ll leave you and the support team to it then. I’ll leave you with another path - if you’re sure you didn’t remove them then look into the apps on the shop that can.

2 Likes
5

None of my apps I use are image handling Jason.

Like I said, I’m experienced enough to consider all ways of files going
missing. I posted to see if anyone else was experiencing, as this is now
the 3rd month that my web checking program has found files disappearing
without reason.

3 Likes
6

Hi John,

We have the same issue. Some images that were stored in Settings → Files are disappeared without a reason.

7

Hi Andrey.

If you haven’t done please report this to Shopify support as they had no
answer for why my files had disappeared. Your comment adds weight to the
fact they do have a problem.

8

Sure! I’ve already sent a ticket to the support.

1 Like
9

I’m getting the same error from Pinterest.

http://feeds.feedburner.com/Plusmotif (based on shopify rss URL)
Pinterest can’t find images in your feed. Please make sure your feed has high quality images in , or media:content tags under each tag.

1 Like
10

Hi everyone,

Same here, my blog article images are disappearing randomly. Looks like an epidemic affecting several other sites, hopefully shopify will soon take measures.

Anyone got feedback / explanation ?

11

Hello,

I’m experiencing the same issue, usually on old uploaded images. Does Shopify have a specific file size or number of files that can be uploaded?

That’s why older images are getting deleted automatically.

Thank you!

12

Well…Looks likely I join this party too, …Suddenly lot of CDN link broken, trace back those links and unable to locate those media file under Shopify content. I believe they are all gone…Shopify is investigating on it…