thread Invoices being sent but not read because customers haven't received them in Payments Troubleshooting

Invoices being sent but not read because customers haven't received them

Jcal235 — Wed, 05 Nov 2025 01:03:37 GMT

The title of this thread has been edited from the original: Unread invoices.

Has anyone sent out invoices and they haven’t been read because the customer has not received them?

Re: Unread invoices

Stacelyn24 — Tue, 04 Nov 2025 14:16:04 GMT

Hey there! 👋 Yup, I’ve definitely seen this before — in most cases, the invoice was delivered, but the customer just hasn’t opened the email yet.

Sometimes it ends up in their Promotions, Updates, or even Spam folder, especially if they use Gmail or Outlook. You can always click into the invoice on your Square Dashboard and check its status — if it says “Sent” or “Delivered,” that means it made it to their inbox. It’ll only switch to “Viewed” once they actually open it.

Re: Unread invoices

Katie_SQ — Wed, 05 Nov 2025 01:00:45 GMT

Hi @Jcal235! Are you noticing this issue with all of your invoices, or just with a specific customer?

If multiple customers aren't receiving or viewing your invoices, I'd recommend reaching out to our Support Team, so they can investigate further.

For individual customers who aren't receiving invoices, you might consider following up with them directly or using an alternative contact method like SMS notifications if you have their phone number on file.

Let me know if you need any other assistance!