thread Re: Online store not sending email or text confirmations in Payments Troubleshooting

Online store not sending email or text confirmations

Chubbys — Sat, 20 Sep 2025 11:46:26 GMT

Is anyone having trouble with customers saying their not getting order confirmation emails or texts when their order is ready? I've taken down our online system as of Friday afternoon because we've had a rash of customers saying they've not receive confirmation emails or texts. Since we are a restaurant, I'm getting tired of refunding customers for food we've made that just sits (losing twice).

Re: Online store not sending email or text confirmations

ashc — Tue, 22 Jun 2021 14:16:57 GMT

Hey @Chubbys,

We were experiencing an outage with customer notifications for Online Store orders that has since been resolved.

Customers will receive their text/email notifications as usual moving forward. We do apologize for the disruption.

Re: Online store not sending email or text confirmations

pettytheft — Tue, 13 Jul 2021 00:39:33 GMT

Until Square provides the proper SPF and DKIM records setup for sendgrid.net, Online Store order confirmation emails will be discarded/marked as spam for most customers email providers.

This needs to be reviewed and fixed ASAP

Re: Online store not sending email or text confirmations

NSF — Mon, 18 Oct 2021 20:45:49 GMT

Where does this change request stand? I just tested an online purchase from my store and the order confirmation went to spam. It was also reformatted to text and it looks awful. Is there a way to fix this?

Re: Online store not sending email or text confirmations

Valentina — Wed, 20 Oct 2021 23:38:39 GMT

Have you tried contacting our team directly by phone so they can take a closer look with you, @NSF?

Re: Online store not sending email or text confirmations

NSF — Thu, 21 Oct 2021 16:20:24 GMT

Hi Valentina,

Yes, I ended up calling Square support yesterday and spoke with Syd. We tried a number of tests and made a some changes but the order confirmation email always went to spam. The tests showed that there were other Square emails that went to spam as well. She told me she was going to contact someone and get back to me. Thank you for asking.

Re: Online store not sending email or text confirmations

Eattastebox — Sun, 22 Jan 2023 20:22:19 GMT

Hey just wondering you go this resolved? I am looking for the dog / dkim settings to add to my domain to fix this issue…. Did they tell you what they are? Or do I have to wait to get a reply from support…

Re: Online store not sending email or text confirmations

Arie — Tue, 24 Jan 2023 03:23:14 GMT

Hi @Eattastebox,

Thanks for writing in and sorry to hear you're having trouble with your confirmation emails. Can you let us know whether your website is hosted with Square, or elsewhere? Are you receiving Square's emails, or are only customer confirmation emails impacted? I'll keep an eye out for your reply 🙂