thread Re: Emails not reaching customers but email in database is valid in Payments Troubleshooting

Emails not reaching customers but email in database is valid

purplebutterfly — Sat, 20 Sep 2025 11:45:00 GMT

Customers and even my wifer have reported NOT receiving emails sent via Square Marketing. I check that their email address in the database is correct and it is. They are NOT listed on the bounce list in the dashboard.

Anyone else have similar issues? Does it make sense to switch to Mailchimp? What's the integration like with Mailchimp? Do I have to manually sync my email list over every time I send?

Re: Emails not reaching customers but email in database is valid

Goldneye — Thu, 01 Jul 2021 15:16:03 GMT

HI, hopefully these Square Support pages will help.

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

https://squareup.com/help/us/en/article/6150-square-marketing-pricing

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

https://squareup.com/help/us/en/article/5497-square-marketing-faqs

Square App Marketplace - MailChimp

https://squareup.com/us/en/app-marketplace/app/mailchimp

Re: Emails not reaching customers but email in database is valid

purplebutterfly — Thu, 01 Jul 2021 15:58:18 GMT

Did Goldneye even read my message before sending a stock answer reply? Nothing in those links says how to fix a customer who has a valid email that didn't reach the customer. In one case, the customer is labeled in the database as "bounced" but you offer no way to fix that customer. In another case, the customer is in the database as "subscribed" but didn't receive latest email.

Also, that MailChimp link is worthless. It seems to be about a Mailchimp landing page. I want to switch to using Mailchimp to send my emails instead of Square Marketing in hopes it has better success sending to all my customers.

Re: Emails not reaching customers but email in database is valid

Goldneye — Thu, 01 Jul 2021 16:14:29 GMT

HI, yes, I did read the message. You are having trouble with the Square Marketing. The support page could give insight into maybe the settings were incorrect or something similar. You also mentioned MailChimp. The link was directly to the Square App Marketplace to integrate with MailChimp. MailChimp has a free option that maybe you could try the service, it may help or may be easier to navigate.

This is a seller-to-seller community and information was provided to attempt to help. Nothing more, please excuse the assistance given.

Re: Emails not reaching customers but email in database is valid

purplebutterfly — Sat, 14 Aug 2021 23:56:35 GMT

Still no help on this topic. I guess that Square Marketing just randomly fails to send emails to a few customers who are fully and correctly entered in my database.

Re: Emails not reaching customers but email in database is valid

Barbswellness01 — Mon, 14 Nov 2022 13:27:13 GMT

I'm having similar issues , I checked with some of my customers to see if they had truly received our email marketing and they had not!!!! Plus on my side the results said that they not only recieved it but opened it 3 times and they had not!!!! Makes me wonder why I'm paying all this money when the results are NOT accurate!

Re: Emails not reaching customers but email in database is valid

Ria — Wed, 16 Nov 2022 22:53:15 GMT

Hi @Barbswellness01 - Welcome to The Seller Community, it's always nice to see a new face 😊

This sounds very frustrating and it is absolutely not the experience we like for our sellers to have.

As soon as you can, please reach out to our support so that our engineers can get a ticket to investigate why your customers aren't receiving your marketing emails.

Phone support is available Monday - Friday 6 AM - 6 PM PST. The telephone number is (855)700-6000.

As always, feel free to stop by The Community with question, concerns and even feature requests. We are more than happy to assist. ✨