thread Re: Copy of customer's email in Payments Troubleshooting

Copy of customer's email

Saxon — Sun, 21 Sep 2025 12:59:05 GMT

Hi,

I have been selling tickets on Square Online for three events that I have coming up for the last couple of months. Up until last Friday every time someone placed an order I received a copy of the email that the customer was sent. This has suddenly stopped. When I go onto my dashboard I can see that orders have been placed but I don't know if the customer got a confirmation email or not.

The confirmation email is useful because it contains information that I cannot see on the dashboard.

Can anyone advise where I can see copies of these confirmation emails and confirm that my customers received them?

Re: Copy of customer's email

Breffni — Tue, 29 Mar 2022 09:03:17 GMT

Hi @Saxon thanks for flagging this here.

Sorry for the delay!

From your Square Online Dashboard > Settings > Notifications > New order emails, can you double check the email address listed for Square Online orders is the correct?

If you can confirm the email address is correct & have double checked your email junk folder, I'd suggest giving our support team a call directly. It's possible that some emails have been marked as undeliverable and need to be manually toggled on by our team.

Re: Copy of customer's email

Saxon — Tue, 29 Mar 2022 09:48:51 GMT

Thanks Alegra, I am in conversation with Aida in support. The biggest worry is I've had customers report that they are not getting a confirmation email either.