thread Payment Link notification has stopped in Payments Troubleshooting

Payment Link notification has stopped

CCMGA — Mon, 02 Feb 2026 16:10:10 GMT

None of our team members are getting payment link notifications when a payment link is executed.

A very old email that is no longer associated with any team member is getting the payment link notification. The old email - not assigned to any team member is "xyz". When we log into Square dashboard with the email "xyz" it is not part of our account "Collin County Master Gardeners Association".

The only place in our account we have "xyz" email setup is for system disruption notification.

This began in the fall following the merger of Square's order notification modification software release.

We DO have email notification turned on under Payment Links -> Settings -> General

Re: Payment Link notification has stopped

Sammie_C — Thu, 05 Feb 2026 00:54:22 GMT

Hi @CCMGA, thank you for reaching out on this. That is odd that this is occurring, but I would be happy to help.

I do have a couple questions for you first, before I reach out to our Engineering team:

Have there been any changes to any emails that are in use?
Do you know if you have any Team Permissions setup?
Lastly, can you please double-check that your device, app, and browsers are all up-to-date?

I also have a helpful support article here for Troubleshooting Payment Link issues, if you would like to take a look over that as well and see if any of that information may be helpful.

Please let me know those bits of information, and we can proceed with some more troubleshooting.

Re: Payment Link notification has stopped

CCMGA — Mon, 09 Feb 2026 13:49:53 GMT

Hi Sammie,

I have been out of pocket, so sorry for my delayed response. A couple of updates.

The CCMGA Square owning account email is a "group forwarding" email with a couple of emails assigned under it. We discovered that the "xyz" email that is now receiving the payment link notification is one of those forwarding accounts.

In the past our payment link notification emails went to the same set of emails we have setup to receive online orders. What I hope you can answer is when did the payment link notification email change to go to the owner email?

We are not talking about the "transaction payment" notifications that can be toggled on/off under account settings. That email does not show what the payment was for. The payment link notification emails show the item the payment link was for.

We would like the payment link notification email to go to the same emails that the order notification go-to. Is that possible?

Re: Payment Link notification has stopped

Sammie_C — Tue, 10 Feb 2026 23:11:04 GMT

No worries! Thank you for the additional details.

I reached out to our Engineering team on this and they were wondering if you would be able to send over a screenshot of the email you are seeing on your side?

Re: Payment Link notification has stopped

CCMGA — Wed, 11 Feb 2026 14:58:54 GMT

This is the example of the payment link notification email - see how it shows the item associated with the link. We would like this email to go to the same email addresses listed under order notification as it use to. Now payment link notifications only go to the owner email.

This thread tells me I don't have permission to upload an image of the received email image. No can I see how to make an attachment of it. Let me know how to send it to you.

Re: Payment Link notification has stopped

Sammie_C — Thu, 12 Feb 2026 00:36:57 GMT

Thank you so much for sending this all over!

I went ahead and sent a message over to our Engineering teams to take a look. As soon as I hear back from them, I will let you know what they say. I appreciate your patience with this.

I wanted to note as well that I deleted the screenshot you posted since there were some email addresses listed and I wanted to make sure to keep that information private for you.

Re: Payment Link notification has stopped

Sammie_C — Fri, 20 Feb 2026 21:40:54 GMT

Hi @CCMGA, I wanted to check in here!

I see that our Engineering team actually reached out to you over email on this. Were you able to get this resolved?

Re: Payment Link notification has stopped

CCMGA — Fri, 20 Feb 2026 22:38:34 GMT

Yes Isaac explained the settings and spoofed a couple of the team mates to view their settings. Thank you Sammi for getting my question to the tech team.

Re: Payment Link notification has stopped

Sammie_C — Mon, 23 Feb 2026 19:05:08 GMT

This is wonderful to hear! You are very welcome. Please let me know if you ever have any other questions.