Imported Audience not appearing as Subscribers

BowralBeekeepin — Sun, 21 Sep 2025 07:01:03 GMT

I am trying to send a newsletter. I have imported a .csv file with correct fields. Individuals are now visible in Customer Directory, however when I create a Newsletter, and then select that group in the Audience step, it has 0 subscribers. What am I missing?

Re: Imported Audience not appearing as Subscribers

Katie_SQ — Wed, 03 Sep 2025 02:01:22 GMT

Thanks for your question, @BowralBeekeepin.

When importing customers via .csv file, you need to set an opt-in status for each email by creating a separate column titled Email Subscription Status. If you download and use the customer import CSV template from your Square Dashboard, this column will already be included.

You can set the status of each email address to Subscribed, Unsubscribed, or Unknown. Only emails marked as Subscribed will be available to receive your Square Marketing communications.

If you've already added an Email Subscription Status column and marked contacts as Subscribed, but they still aren't showing up correctly, I recommend the following steps to bulk edit your customer list:

Sign in to Square Dashboard and navigate to Customers > Customer directory > Directory.
Click Group > Email subscribers.
Select Email Subscribers > Export > Download.
Open the CSV file using Microsoft Excel or other spreadsheet software.
In the Email Subscription Status column, change Unknown to Subscribed.
Save the file.
Return to your Customer Directory and select Import customers.
Follow the steps to upload your file (either drag and drop or select from your computer).
Review and tick the confirmation checkbox, then click Next.
Assign the applicable field labels and click Import.

After completing these steps, your customers' email status should appear as Subscribed.

If you're seeing that customers are marked as subscribed in their individual profiles, but still aren't appearing in the audience group section, please let me know so we can investigate further.

Please don't hesitate to reach out if you have any other questions!

thread Re: Imported Audience not appearing as Subscribers in Payments Troubleshooting

Imported Audience not appearing as Subscribers

Re: Imported Audience not appearing as Subscribers