Appointment Request Notification

[spisherbocker]

I am not receiving any notifications when clients request an appointment online. I have checked my settings, and I do have the toggle settings turned on to receive both email and text notifications. Is this a known issue or am I missing a step? 

[95746]

I made the same post to Square in this community a few days ago. Square has not yet acknowledged the problem or provided resolution. https://community.squareup.com/t5/Troubleshooting/Not-receiving-appointment-requests/m-p/775535/high...

[MayaP]

Hello @95746, I’m sorry to hear you're experiencing this issue. At the moment, we don’t have any widespread reports of this, but I understand how frustrating it must be. If you’ve already tried the troubleshooting steps above and are still having trouble, I recommend reaching out to our Support Team so they can assist in real-time. You can reach them at 855-700-6000, Monday to Friday, 6 AM - 6 PM PT. Appreciate your patience, and thanks for working with us to get this resolved. 

[MayaP · Accepted solution]

Hey @spisherbocker  – Thanks for flagging this. I understand how frustrating it can be to miss important notifications. Just to clarify, are you experiencing this issue with both email and text notifications? For emails, have you checked your spam or trash folder, and ensured our email address ([email protected]) isn’t blocked? The same goes for texts—sometimes carriers may block notifications.

Ensure your booking notifications are on as well Team Members -> <team member> -> Appointments -> Booking notifications. If the issue persists, please reach out to our Appointments Team at 1-855-809-9000 (Monday to Friday, 9 AM - 9 PM, Montreal Time). Let me know if there’s anything else I can do to help. 

[spisherbocker]

Hi Maya,

Yes, I've checked all of my settings both in Square, and on my email end. The only way I can seem to get notifications is if I add a different email than the one associated with my account. I do not want notifications coming to my personal email, as anyone else working in the shop won't know that there are appointment requests. How can I ensure that notifications come to the business email that is associated with my Square account?

[95746]

I ended up getting this resolved by calling into Square. They acknowledged that their system magically was blocking the email notifications and were manually able to reset it. Started working in a couple hours.

[spisherbocker]

Great! I'll find a few minutes to call in and get this fixed.