Unable to send notifications, all customers state "No Contact Info"

[HeadzupBarber]

Unable to send notifications, all customers state "No Contact Info," even though each customer card has a phone number attached to it, and some even have emails attached.  Notifications are only sent out when customers book appointments on their own, and even then when any account from our shop attempts to modify or cancel the appointment no notifications are sent out.  

TL;DR:   Cant send any notifications to customers on booking, rescheduling, or canceling even though contact information is saved.

[alexandriak]

I'm wondering if you would need a marketing and text subscription for square. 

@_Violet  would you be able to help with this?

[sayra]

Hello, @alexandriak. 

We need to conduct a more thorough investigation of the @HeadzupBarber account and may have to involve our Square Appointments specialist to provide a more precise and accurate response.

We will provide more details when we have them. We appreciate your time. 

[HeadzupBarber]

Hi, we were able to resolve the issue by allowing the Cashier role to view customer information, including their phone number and email addresses, but the issue with this solution is that our company has customer contact confidentiality, so we must opt to keep all contact information hidden from clients.  

This wasn't the case before, as we had always been able to send notifications, but recently because the role is unchecked for the cashier role we aren't able to send any notifications.

Any help with a solution to this issue would be appreciated.

[sayra]

Hello, @HeadzupBarber- 

Can you please ensure that all your apple devices are up to date with iOS 17. We've received multiple calls regarding the same issue and have found that these sellers are still on iOS 16. Our Square Appointments/Marketing Specialist was not able to replicate the issue. If this doesn't resolve the issue, we recommend giving our Support Team a call so they can take a closer look with you and possibly file a Support Ticket for our engineers. 

Thank you.

[HeadzupBarber]

We were on IOS 16 on our iPad, but even after updating the iPad to ios 17, the issue still persists

[sayra]

Hello, @HeadzupBarber. 

We are sorry to hear that the issue with sending notifications persists even after updating to iOS 17. We understand how frustrating this can be, especially when you rely on these notifications to communicate with your customers.

It seems there might be a deeper technical issue causing this problem. To ensure this gets resolved promptly, as mentioned we recommend reaching out to our Square's technical support team directly. They have specialized knowledge and tools to diagnose and address technical issues specific to the Square app and iOS versions.

We appreciate your patience and understanding as we work to resolve this matter. If there's anything else I can assist you with or if you have further questions, please don't hesitate to let me know. We're here to help!