pictures not showing up

[Susan95]

Hi-

My photos have always shown up.  I just noticed that the thumbnail photos show up on the main page, but when I click on "show all photos" only a fraction are there.  I tried logging on and off, plus used different search engines.

I have contacted airbnb with no answers as of yet.

[Ian44347]

The problem is not uploading 1 photo but in my case actually over 150 so that is the best part of 3 hours including adding a description. 

The other issue is it just doesn't work. I have removed all images apart from one and then reloaded new photos in 2 listings. Only 4 and 5 images show out of 40 plus, and in the last listing, I have 9 showing out of 28.

[Susan95]

Wow - now I am reluctant to do anything to my listings until airbnb sorts outs this mess!

Have you checked your listings through your cell phone?  Mine show up there, but not online.

So much contact with airbnb with no answers on fixing this glitch.

[Ian44347]

I have just run through my listings, and it looks like it has been fixed. I have taken to doing the following as I don't think they have applied a general solution yet.

1.  Called the not-wildly-helpful customer services, who always say that the bug is reported and I must wait.  All I insist on is getting the case number. In the end, there were three, and I got them all linked

2.  I then compiled the email, including the  following information:  

A5992588 was opened on Dec 14,
https://www.airbnb.co.uk/rooms/769309128252856735
It has 28 images loaded, but only nine are displayed.

spoke to XYZ on December 15 

etc. etc 

3.  Each day with a new heading such as  "DAY 6 of Corrupted Photo Tour Scroll" via the super host feedback and reporting as a bug

[Susan95]

Good news if all has been fixed!

[Bhumika]

Hi @Susan95 , would you be able to share a screen-recording showing that all of the images appear in the mobile phone but not on the desktop browser for your listing? You can do so by sharing a google drive link. 

With the help of it, I may be able to reach out to the tech team to look into it.

Please keep us posted if the issue still persists for you!

[Bhumika · Accepted solution]

Hi @Susan95 , following up on this, the tech team was able to review it and seems like the issue should have likely been resolved.

If it still doesn't appear correctly on your desktop browser, it is recommended to follow the basic troubleshooting and try accessing the account after following the below steps and re-check everything : 

• Log out (on all affected devices/browsers)
• Close all browser windows/tabs (on all affected devices/browsers)
• Open ONE new window (on all affected devices/browsers)
• Clear cache and cookies and browser history (on all affected devices/browsers)
• Delete & re-install app (if applicable)
• Log in with EMAILFROM_ACCOUNT_

Hope it helps!

[Susan95]

All is good!  Thank you!

[Ian44347]

Thanks Also all good now.

I would like to feed back that the customer service teams really are not equipped to deal with technical issues when it is a bug or Airbnb software issue and the fact that it takes over a well over a week to sort out leads to huge worry.

[Ian44347]

Hi

I removed all the images and reloaded.  Tour now showing all the images. The review had a positive in as much we have decided to take more pictures to replace a number in our listings.

I also reinstated the tour and the same bug occurred.  So I guess whenever Airbnb announces an upgrade we take care as they obviously don’t check their role outs as carefully as they should. 🤨 

[Neruban0]

same problem with my listing

https://www.airbnb.com/rooms/1016651436454587183

when clicked on photos, just getting a blank screen from guest perspective.

[Susan95]

OMG - they have to get this fixed!

[Bhumika]

Hi @Susan95, Would you mind sharing how many photos you had added for both of your listings approximately? 

For your first listing, I can see these photos as a guest : 

and for your second listing , I can only see these many number of photos. Do you mean you had added more number of photos than the ones that are appearing below?

Do keep me posted if possible, so that I can share relevant information to raise it with the tech team. Have you also tried adding / deleting the photos again? https://www.airbnb.co.uk/help/article/477 . 

[Susan95]

I do not want to delete the photos!  They show up in the thumbnail images - so where did they go?

[Susan95]

There are over 20 photos for the listings.

[Ian44347]

Hi

things have not improved this is now at least day 4 and the issue is still not resolved.  I think it may have been going longer than this . 

The listing’s link  i am using as an example is below and has 40 photographs showing all the facilities on the host side.  Currently when a traveller clicks thru they will see 11 all of which are exterior shots.  
The photo scroll looks terrible I think you would agree. In fact I am pretty sure it’s stopping people booking as normally we get 70% of our booking from Airbnb and over last week 6 bookings from other site and 1 rebooking from Airbnb.    

 

https://www.airbnb.com/rooms/840567603607494823?