How Do I Fix Missing Event Location in Emailed Receipts?

[cameronjpu]

See pictures attached.  Original event, created 3 weeks ago, does include the link section in the receipt.  New event doesn't.  The link is there during checkout (when people easily miss it and don't save it) but not there in the receipt, causing buyers a lot of heartache.  Any advice?  I've been on with Square support for 90 minutes and they're no help whatsoever unfortunately.

The title of this thread has been edited from the original by a Community Moderator to help with searching threads. 

[RobynR · Accepted solution]

Hey @cameronjpu,

Thanks for being a member of the Community.

If the event location details are missing from the receipt, it may be due to the event being set as "Online." When an event is marked as online, the receipt typically won’t include a physical location. To ensure the location appears, check the Event Details settings in Square and update it to "In Person" if applicable.

To do this in Square:

1. Go to Square Dashboard
2. Select the event item
3. Scroll down to Event Details
4. Change the setting from "Online" to "In Person"

This should ensure the location appears correctly on receipts moving forward.

Let me know if you’re still running into issues!

[cameronjpu]

Ah but the event IS online, and the location is a web URL.  This worked before, and again appears to be working now, but I was never informed what fixed it, so I kind of expect it to not work again at some point in the future.  Thanks!

[RobynR]

@cameronjpu  I hear you! Since it started working again without a clear fix, it’s possible there was a temporary issue or a background update.

Has the event in question been updated to "In-Person" instead of "Online"?

If this happens again, I recommend reviewing the event details and taking screenshots before reaching out to the Community so it can be investigated further.

[cameronjpu]

No, it is still online, and the event location shows the URL as it should. Really not great to have a mystery like that because I can’t really trust that people are going to get the right thing until I start hearing from them that they are not getting it 😞

[RobynR]

@cameronjpu I completely understand how frustrating that uncertainty can be.

Since we’re unable to duplicate the issue on our end and everything appears to be working as intended, it’s possible this was a temporary glitch or the result of a background update. If you notice this happening again, definitely reach out to Support so we can escalate it to our Engineering team for further investigation

Let me know if you need anything else in the meantime!

[cameronjpu]

Sorry to be cross posting on all of my old threads, but I'm having this problem again.  Any hints?