thread Re: Message failure in Payments Troubleshooting

Message failure

MobilityGoals — Sat, 20 Sep 2025 11:41:41 GMT

I was using the Square Appointment app to message a few clients about updates. This is the same feature that sends out reminders to clients about their appointments and lets me know if they cancel. I have messaged at least one client and another has messaged me through it, but for some reason all the messages I sent about our updates failed to send. Is there a length limit to the messages? I can’t figure out why the reminder messages get sent out but this message I tried to send didn’t not. Anyone have any ideas?

Re: Message failure

Goldneye — Tue, 20 Jul 2021 16:26:42 GMT

HI, it may be because Square offers Square Marketing.

Square Support pages

https://squareup.com/help/us/en/article/5346-get-started-with-square-marketing

https://squareup.com/help/us/en/article/5499-get-started-with-customer-engagement

https://squareup.com/help/us/en/article/6724-best-practices-for-square-marketing

Re: Message failure

MobilityGoals — Tue, 20 Jul 2021 16:42:53 GMT

I wasn’t sending out a mass update, I was only updating a few specific clients. This does not seem out of the bounds of what the messaging feature is for so I don’t understand why it isn’t working.

Re: Message failure

Valentina — Wed, 21 Jul 2021 14:15:50 GMT

This sounds like a good question for our Appointments team, @MobilityGoals!

They can take a look at your account with you to help a shine light here. Since we don't have the ability to peek into account-specific details and settings with you here in the Seller Community, please reach out by phone or email when you have a moment by logging into your Square account and heading here.

P.S. Welcome to the Seller Community ✨

Re: Message failure

MobilityGoals — Thu, 22 Jul 2021 14:56:17 GMT

Thank you Valentina, I reached out to them.

Happy to join!

-Lauren

Re: Message failure

HannahNguyen339 — Sat, 10 Dec 2022 02:07:56 GMT

Hi Valentina,

I also got the same problem like the author I can't send the message to my clients. What should I so?

Re: Message failure

Arie — Sat, 10 Dec 2022 02:56:23 GMT

Hi @HannahNguyen339,

Thanks for getting in touch and sorry to hear about the trouble with your Square Appointments messaging!

If you're having trouble with the bi-directional chat function we offer, this might be due to a disruption we're experiencing at the moment. We're posting updates about this on issquareup.com and apologize for any inconvenience caused. Confirmation messages, and appointment reminders are not affected by this disruption.