thread Re: Customers arent getting receipts in Payments Troubleshooting

Customers arent getting receipts

SummitDetailing — Sat, 20 Sep 2025 09:37:42 GMT

None of my customers have been getting receipts since February. This includes appointment notifications. Whenever I look at the messages it just says it failed to send to customer. i've contacted support and they have been very little help to me.

Re: Customers arent getting receipts

alexandriak — Thu, 18 May 2023 18:03:40 GMT

Have you tried turning this feature off and back on again? I'm sure you have but sometimes these little glitches are solved quickly doing this.

Re: Customers arent getting receipts

MayaP — Thu, 18 May 2023 18:35:23 GMT

Hey there @SummitDetailing,

I'm sorry you and your customers are having issues with receipts and appointments.

We were having an issue earlier with Square Appointments and Confirmations not sending, but our team has resolved that. I am not currently seeing any disruptions on receipts right now either, which means we will need to look at your account setting specifically. Since we are not able to discuss account-specific information here please let our team know what is going on at 1-855-700-6000 squ.re/contactsqsupport so we can get this resolved.

If you are having any issues with them still after reaching out again please let me know. Thank you for working with us to get this resolved.

Re: Customers arent getting receipts

SummitDetailing — Thu, 18 May 2023 20:05:01 GMT

Do you know How i would go about turning it off and on? I dont see an option anywhere. I only see an option to skip the receipt screen.

Re: Customers arent getting receipts

SummitDetailing — Thu, 18 May 2023 20:07:32 GMT

I've contacted square about this multiple times about this. The last time I called I was transferred around a few times. Then one of the representatives sent in a ticket. I got a reply a few days later saying it was fixed but it was not. I'm not completely sure how to move forward. I've called again and no one has really been able to help me out.

Re: Customers arent getting receipts

Candlestore — Fri, 19 May 2023 01:00:27 GMT

@SummitDetailing ;

I can not help you with your problem but was wondering where you look at your Messages that it says Failed? I am trying to look to see if my customers are getting their receipts and I can not find anything about messages being sent or failing.

Thank you

Re: Customers arent getting receipts

MayaP — Fri, 19 May 2023 14:29:41 GMT

We see a representative has sent you an email back asking for more information, please reply back to that email so we can further assist @SummitDetailing .

We do see when you reported the appointments reminder issue to our team back at the beginning of May, and we did file a ticket but again this issue has since been resolved. If customers are still not getting appointment reminders and also receipts our team needs to file a ticket on each issue again. You will have to work with Customer Support on this matter.

Re: Customers arent getting receipts

SummitDetailing — Sat, 20 May 2023 04:14:54 GMT

Go to messages and then click AI Assistant and that will show you what has been sent to all your customers. Hope that helps!