thread Re: Messaging Customers in Square Dashboard in Payments Troubleshooting

Messaging Customers in Square Dashboard

sharp11 — Sun, 21 Sep 2025 16:44:32 GMT

Hello all, I am very sure I was able to send my customers messages from the square dashborad (email and SMS) even if their name shows "Unknown". has anything changed recently? I keep getting this error in the right hand side bar. No field to type in a message at the bottom.

Re: Messaging Customers in Square Dashboard

Kassi_ — Thu, 02 Feb 2023 22:47:50 GMT

Hey there, @sharp11 -

You're correct, Square Messages are available to be sent through your Dashboard.

If you're still seeing this issue, check out these troubleshooting steps to get your Dashboard back to normal. If that doesn't do the trick, please let me know.

I am happy to circle back!

Re: Messaging Customers in Square Dashboard

sharp11 — Mon, 06 Feb 2023 16:00:38 GMT

@Kassi_ thanks for your reply.

I tried the troubleshooting steps (use different browser, clear cache, etc), and the issue still persists. One thing I noticed is I can message the users who have email addresses in their info, and the contacts I have messaged before (regardless of email address). This may give you a clue.

Re: Messaging Customers in Square Dashboard

Kassi_ — Tue, 07 Feb 2023 15:32:15 GMT

Ah okay. Thank you for giving those a try, @sharp11 .

Could you give me some more information on your "unknown" customers you're trying to send messages to? Are they in your Customer Directory? Are they new customers?

I will keep an eye out for your reply👀.

Re: Messaging Customers in Square Dashboard

sharp11 — Tue, 07 Feb 2023 17:36:04 GMT

@Kassi_ my understanding is every time I use Square reader to collect payments, if the payer has previously used square payments, one new contact is created in my directory. Depending on my subscription plan and customer's consent, some contact info (name, email, phone number) may be visible to me or not. In majority of the instances the customer's info is not available to me, and they appear as "unknown". However, this does not mean I can't send them square messages (or used to at least). Square would send my message to them via the email address that's not available to me. Does this make sense?

Re: Messaging Customers in Square Dashboard

Kassi_ — Thu, 09 Feb 2023 22:24:33 GMT

Yes, this makes sense @sharp11.

With these unknown customers, have you contacted them before? Or would this be the first time you're reaching out to them?

Re: Messaging Customers in Square Dashboard

sharp11 — Fri, 10 Feb 2023 01:49:31 GMT

not sure if my last message came through:
yes, I have done this many many times before. Up until about three weeks ago.

Re: Messaging Customers in Square Dashboard

Kassi_ — Tue, 14 Feb 2023 21:51:45 GMT

Ah okay, @sharp11.

If that is the case, I am going to recommend reaching out to our CS Team to dig a little further into this.

You can use this number: 1-855-700-6000. They are available Monday to Friday from 8am to 8pm CST.