thread Re: Missing Transactional Emails in Archived Discussions (Read Only)

Missing Transactional Emails

notsosquareuser — Sat, 11 Nov 2017 19:59:36 GMT

I am not getting some of my transactional emails over the last month or so. This has worked flawlessly for several years!!! Only recently, something on Square has changed. I get one our of every two or three transactional emails that I should be getting. What changed? And when is Square going to fix this?

btw - My email provider settings and policies have not changed. The missing emails are NOT landing in my spam folder. This appears to be a Square modification issue of some sort.

Re: Missing Transactional Emails

themacguy — Tue, 28 Nov 2017 03:16:28 GMT

I wish I could answer your question. I've just discovered a transactional eMail has not arrived. As in your case, everything is fine regarding my eMail address, my eMail provider's settings, etc. Everything worked as recently as 2 weeks ago. Now, nothing. I know Square can reach me via eMail because I received an eMail from them this evening (20 minutes after the transaction) when I logged into my account via Firefox (informing me of the login). So I know this is a fubar coming from Square.

Please fix this, people! I need to have email confirmation when I record a charge with my phone.

Re: Missing Transactional Emails

katieand — Fri, 01 Dec 2017 00:33:29 GMT

Hi @themacguy - have you tried giving us a call? One of our supporters would be more than happy to look in this for you!

Re: Missing Transactional Emails

themacguy — Fri, 01 Dec 2017 18:23:18 GMT

I sent off an eMail to support and basically received back the standard boilerplate response about spam settings, etc.

I responded that this was not the issue but a failure of your system but the reply I received was a denial ("our engineers confirmed the eMail was sent"). Nevertheless, that initial eMail notification (which is supposed to arrive immediately after the charge is approved) was never received. I -did- receive the subsequent eMail (Daily Report) later that evening. I also received an instant eMail notification directly after a subsequent charge so I know the systems are set up correctly (yours and mine).

But I do know the problem was not on the receiving end.

Re: Missing Transactional Emails

themacguy — Fri, 01 Dec 2017 18:32:59 GMT

It would also be helpful to have the option of a confirming text message (SMS) in addition to the transactional eMail. That way, at least one of the confirmations would likely be received.

Maybe even a WhatsApp message; that method doesn't rely upon cellular access. I'm sure WhatsApp's team would be happy to walk you through what's necessary in order to add this functionality.

Thanks,

Barry

Re: Missing Transactional Emails

Chad — Tue, 05 Dec 2017 02:58:10 GMT

Hello @themacguy, have you received any transaction emails over this weekend or today?

I will certainly pass this feedback along to the Email Notifications Team.

Re: Missing Transactional Emails

themacguy — Tue, 05 Dec 2017 16:20:13 GMT

Did two charges yesterday (Monday, 12/4/17). Both eMails (right after each charge) came in properly.

I'll also note your two-factor authentication is failing—I tried to login to my dashboard and the text message never arrived. Tried it three times. I had one of your support people call me and then turn off 2FA for my account. She is supposed to let me know when they have resolved the issue.

I do not like these failures at all.

Re: Missing Transactional Emails

bsia — Sun, 20 Jun 2021 04:50:10 GMT

Send one for me too. In the confirmation emails it says send test email so I click send, it says it sent, and to the right email, but I never receive them.

I see the last post was 12/4/2017, surely it should be fixed by now. 6/19/2021

Re: Missing Transactional Emails

bsia — Sun, 20 Jun 2021 04:57:24 GMT

Did you ever get that resolved? It's June of 2021 now,

Re: Missing Transactional Emails

bsia — Sun, 20 Jun 2021 05:00:31 GMT

When you invite someone to give a call, it could be helpful to post the number to call. I find it to be quite frustrating trying to find anything here.

Re: Missing Transactional Emails

pettytheft — Tue, 13 Jul 2021 00:42:28 GMT

Transaction emails are failing deliver to customers, and will continue to fail for most customers until Square supports and provided proper setup for SPF and DKIM.