thread Issue with "Reply via Square" on Mobile via Email in Customer Engagement

Issue with "Reply via Square" on Mobile via Email

emilyz123 — Thu, 12 Feb 2026 14:19:14 GMT

Hi everyone, I've had an issue for awhile now where if I click "reply via square" button (below) from a customer message on my phone, my Square app opens but I get the error "Could not load messages, please try again". The same thing happens if I switch the POS mode or location in the app, I understand I can reply to the email but I usually need to see the conversation history, so I have to wait to get back to a computer.

Anyone else having this issue/have advice?

Re: Issue with "Reply via Square" on Mobile via Email

Lovewell — Sun, 08 Feb 2026 05:50:55 GMT

I’ve had this issue!

Usually because the message was sent to a different location so I have to switch to that location to see the full thread under messages. Actually happened just today!

I was logged in to our Ventura shop and got the notification but it came up an error message. I then switched locations and found the thread just fine 🙂

Re: Issue with "Reply via Square" on Mobile via Email

emilyz123 — Mon, 09 Feb 2026 20:26:07 GMT

So odd that's what I figured but isn't working for me!