thread Re: SMS Marketing Problem in Customer Engagement

SMS Marketing Problem

FFH251 — Sun, 21 Sep 2025 07:28:53 GMT

if your customers unsubscribe from sms list, then resubscribe, they won’t be added back and will never receive text again.

Re: SMS Marketing Problem

rtfulk — Mon, 01 Sep 2025 16:15:24 GMT

@FFH251 When someone unsubscribes from SMS, their phone number is added to a “do not contact” suppression list. This is not just a Square choice — it’s part of TCPA and carrier regulations in the U.S. and many other regions. Even if they later text back in or “resubscribe” through a form, the system still keeps them suppressed to avoid accidental violations.

Customers need to text a specific keyword (usually “START”, “UNSTOP”, or the original opt-in keyword like “JOIN”) to your SMS number. This is a carrier-approved way to clear their “do not contact” status.

You can have the customer sign up again with a web signup form, customers must explicitly check the consent box again and submit their info.

Re: SMS Marketing Problem

FFH251 — Mon, 01 Sep 2025 16:24:08 GMT

I have tried this with my own number. It dosnt work

Re: SMS Marketing Problem

rtfulk — Mon, 01 Sep 2025 16:53:18 GMT

Try texting this back to Square in the text message unstop. That is Squares trigger word to enroll you back into receiving text messages.

Re: SMS Marketing Problem

FFH251 — Mon, 01 Sep 2025 16:56:59 GMT

Yep already did that, still not receiving

Re: SMS Marketing Problem

rtfulk — Mon, 01 Sep 2025 17:07:59 GMT

Try going to the link below. This will take you to your profile account. It will have you verify your phone number and email address. I know you can opt back in for email, through this link, maybe it will do the same for text messaging.

profile.squareup.com

Re: SMS Marketing Problem

rtfulk — Mon, 01 Sep 2025 17:13:10 GMT

I've done a little more reading and Square says if you have the business message the customer, then you can re-subscribe through that text message.

Trigger a New Message from the Business

• If you deleted the thread, you can ask the business to send you a new message from Square.

• When you receive it, reply with START to re-subscribe.

Maybe that will work.

Re: SMS Marketing Problem

FFH251 — Mon, 01 Sep 2025 17:43:18 GMT

There is a problem with there software they need to fix.

Re: SMS Marketing Problem

rtfulk — Mon, 01 Sep 2025 18:04:31 GMT

Not defending Square, but I think text messaging from a business has become a sticky situation as of late. I think the spammers that ruined email has now shifted their focus to SMS messaging and ruining it for legitimate businesses. I know I have started receiving more and more spam texts lately.

Just a few days ago someone posted in here, I think it is Texas that passed a law that you could be sued for sending a business text message even if the person had opted in to receive it.

I couldn't find the post, but below is a link to the article. I think Square is just making sure the federal rules are being followed.

Texas Says Don't Mess With Texts