Square Marketing down, support staff gone for weekend

[StuartC]

Email marketing is down and no one at Square is working on it, they are gone for the weekend. Busiest time for the year, their system is down and they've gone home for the weekend. I have lost sales opprotunities. Square should be ashamed

[TheRealChipA]

Hi @StuartC.  I’m not sure whether this is still an issue for you.  But I just checked and I can access email marketing just fine.  Also I checked the Square US Status page and don’t see any history of issues with email marketing this weekend.  So, it might be that the problem is localized to your account for some reason.  

You didn’t say how you know that “no one at Square is working on it” but that doesn’t sound exactly right.  There are engineers on call, even on weekends, who are alerted to problems that need immediate research and/or resolution.  If you haven’t done so and this is still an issue for you, I’d recommend contacting the Customer Success team using one of the methods here (I’d recommend phone, but….)

I wish you well in getting this resolved.

[StuartC]

We have an internal marketing team that approves campaigns before being sent out.. The email preview link is not working and no way for the team to approve. I called support asked for help and was told the marketing team needed to fix it but they were gone for the weekend and would call me on Monday (which they did not). I did get an email from Square Marketing saying campaigns were sending out ok, but...every single person I spoke with said the system is just slow and catching up. No one listened that I needed the preview to work for internal approvals 

[sayra]

Hello, @StuartC. 

We genuinely empathize with the challenges you're facing in your email marketing campaigns. I've carefully reviewed your active email campaigns, noting the most recent one sent on 11/25/2023, and successfully previewed it in the Square Online Dashboard.

To better assist you, could you kindly share the specific link you're referring to? Rest assured, our customer success team has already escalated the case to our Marketing team, and on our end, we'd be more than willing to elevate it further to ensure it receives the attention it deserves for a prompt resolution. 

We appreciate your cooperation and understanding.