thread Re: New customer email campaign doesn't work in Customer Engagement

New customer email campaign doesn't work

fieldsofrevery — Sun, 21 Sep 2025 07:57:30 GMT

I setup an email campaign in marketing last week to give new customers a coupon code and more info about our business. When I set this up, I used the suggested criteria to send new customer automatically after a they shop with us.

We do in-person sales at farmers markets on Saturdays. Today, on Sunday (the day after we had like 20 new customers), nothing shows in report detail of the campaign for email performance (nothing sent). Stats by group ("customers after their first visit") also says 0. Campaign is active when I checked. Why aren't my new customers showing in that group, where is that group managed, how do I get this campaign fixed so it automatically works like it's supposed to?

I could only find one thread about a campaign like this not working and the only fix was to cancel the campaign, then reactivate it. I did that just now, so I have to wait for more new customers to see if that fixed it?

If this isn't going to work, then I will have to re-make another email and manually add names, although that seems super cumbersome since I would have to duplicate that each week. Not sure why anyone would pay for the marketing feature if I can't have a simple automated email or add customers from a list or push a template email whenever I want without having to recreate a campaign.

Re: New customer email campaign doesn't work

JJ_ — Tue, 24 May 2022 17:18:19 GMT

This sounds like a good question for our Marketing team, @fieldsofrevery

They can take a look at your account with you to help shine a light here, as they can look at your account alongside you to pinpoint what's going on here. Please reach out by phone when you have a moment by logging into your Square account and heading here.

Re: New customer email campaign doesn't work

jenschiffler — Fri, 27 May 2022 16:43:36 GMT

I have this same campaign and it worked beautifully last year. Suddenly this year it doesn't send any emails.

Re: New customer email campaign doesn't work

fieldsofrevery — Fri, 27 May 2022 16:51:37 GMT

So I did call and get through to support in Marketing. They setup a test and I am going to wait for 48 hours after my next new customer (who is in the subscribed group) to validate if it's working. If not, I have a ticket and email to respond to with the tech who was helping me. Will keep everyone posted.

Re: New customer email campaign doesn't work

fieldsofrevery — Tue, 07 Jun 2022 14:03:27 GMT

Update - everything appears to be working. Had some new customers who were in the subscribed group, and the emails were sent! Perhaps the reset is what did it or maybe something else needed a nudge by the tech.