thread Re: Obtaining Customers Email's in Payments Troubleshooting

Obtaining Customers Email's

Cheeseman — Sun, 21 Sep 2025 10:08:33 GMT

Hi, Im just setting up my new business and have been using the sqaure app + card reader for my POS.

Whenever I make a sale I always get the pop up to send invoice via text or email.

To grow my business I would love to get access to the emails so I could email them about a subscription.

Is it possible to obtain this information anywhere?

Re: Obtaining Customers Email's

Seamus — Sun, 13 Sep 2020 23:34:46 GMT

Hey @Cheeseman,

Thanks for reaching out!

At the moment you're not able to access this info for privacy reasons - customers who provide personal contact info for the purposes of sending a receipt are not necessarily proving permission to be contacted for marketing purposes.

If you would like to record this info with their permission though, you can do so using the Customer Directory. This will also allow you to add customers to transactions to keep a record of how frequently your customers visit, what they purchase etc. Hope this help, please let me know if you have any questions 🙂

Re: Obtaining Customers Email's

Slick1 — Mon, 27 Sep 2021 13:17:12 GMT

We've got the same problem.

We normally send the customer a tracking number and an info pack answering common questions about the product... but I didn't make a note of the email in one instance... figuring that it would be captured as part of the invoicing process.

If you take a payment via PayPal you always get the email and phone number as part of the invoice. Why is SquareUp different?

Usually I manually add the email to the customer account so that I don't have to ask next time they order.

I've remembered most of the email bar a few letters right in the middle.

How can we recover the missing details in the email?

🙂

Re: Obtaining Customers Email's

Seamus — Tue, 28 Sep 2021 00:06:48 GMT

Hey @Slick1,

Thanks for reaching out!

In this instance I can unfortunately only really re-iterate that when you're providing a receipt for a customer purchase at point of sale, we're not able to provide customer details given for that specific purpose of sending a receipt - though you can always record these in your customer directory with the permission of the customer.

That sounds like a frustrating situation and I wish I was able to help further, however this information isn't retrievable if the customer has only provided their email address to be sent a receipt. I can't speak for PayPal, but I imagine a key difference is that it's a platform that the seller and buyer both have accounts for, which is likely a different scenario when it comes to compliance with local privacy regulations.

Re: Obtaining Customers Email's

Slick1 — Tue, 28 Sep 2021 01:14:08 GMT

Why don't you include an option for the email to be added to the customer file same as the credit card? i.e. A tick box?

Having to go back and manually add the email to the file a second time is an annoying and time consuming waste of time?

Surely there must be a simple solution in there somewhere?

We hate taking payments from a customer we can't contact later... just in case there's a problem with the order?

N.B. In most cases the customer is explicitly providing their contact details so that we can send them tracking info, etc... So they've already opted in to further communication.

🙂

Re: Obtaining Customers Email's

Seamus — Tue, 28 Sep 2021 05:27:58 GMT

@Slick1 One potential solution could indeed be adding a tickbox for the collection of personal data at point of sale. I'm not sure what the reasoning behind not having vs having such a feature is, but happy to pass on your feedback to our product team for further consideration!