thread Re: Not able to send an automation in Marketing in Payments Troubleshooting

Not able to send an automation in Marketing

Mariepierpotvin — Sun, 21 Sep 2025 16:29:02 GMT

Hi!

We are beginning with Marketing Square. We are trying to create an automation that sends an email to all customers who didn't provide their birthdays to give them a $25 discount.

Unfortunately, when we click on the send button, this message appears..

« We're sorry, an error has occurred.»
«You have not selected a recipient. Please return to the corresponding step to select one or more.»
«Access the recipient selection step»

All of our customers are subscribed to email, so we don't understand why it's not working

Thanks a lot!

Marie-Pier

Re: Not able to send an automation in Marketing

frances_a — Mon, 14 Apr 2025 23:35:42 GMT

Hello @Mariepierpotvin 👋

Glad to hear you are trying out Square Marketing.

It looks like, in this case, no recipients were selected.

Even if all of your customers are subscribed, you will need to select either all of them or a specific group to send a message to.

I would recommend sending a screenshot of the Select Audience screen so we can take a look if you continue to run into issues. This screen appears right before the review of your campaign.

Thank you!

Re: Not able to send an automation in Marketing

Mariepierpotvin — Tue, 15 Apr 2025 14:57:49 GMT

Hi!

Thanks for your answer! Unfortunately, we are unable to select an audience, as you can see in the following picture.

Thank you!

Marie-Pier Potvin

Re: Not able to send an automation in Marketing

Mariepierpotvin — Thu, 24 Apr 2025 14:06:04 GMT

Hi @frances_a

It's been a few days since I answered, and I saw the team made some change in marketing on Monday. However, even now, I can't send my automation because I can't select my audience..

Hope you can't help me!

Marie-Pier

Re: Not able to send an automation in Marketing

frances_a — Fri, 25 Apr 2025 01:09:34 GMT

Hello @Mariepierpotvin 👋

Sorry for the delay!

I had been reviewing the issue, but noticed this isn't a regular campaign but an automation. Those are sent to specific audiences automatically, so there's no need to select the recipient.

Are the customers in your directory subscribed to your marketing campaigns?

And are you still receiving the same error message?

Looks like the automation you are trying to use is the one for wishing your customers a happy birthday, is that correct?

I can have someone from our support team take a look, but we might not be able to pinpoint the cause without access to your account. In this case, it might be best to reach out to our direct support team so they can take a look alongside you and get your consent to access the account and try to replicate the issue.

Once I receive a reply from you, we'll investigate further.

Thank you ✨

Re: Not able to send an automation in Marketing

Mariepierpotvin — Sat, 26 Apr 2025 23:37:24 GMT

Hi!

Thanks for your answer! I tried again today and it worked!

Marie-Pier