New email subscribers included in "all customers" group, but not showing up in "email subscribers".

[Locusart]

I've added a new pop-up to my square website for an email newsletter opt in.  

Those who have signed up are being automatically added to the "all customers" group in my directory, but not added to the "email subscribers" group.  Which means I can't easily create a CSV file to use with my marketing platform.

Any idea why these new subscribers aren't being added to the email subscribers smart group?

Help appreciated!  

[Sammie_C]

Hello @Locusart, welcome to the Square Community! I appreciate your post.

I am not super familiar with subscriber groups, but this sounds like it could potentially be a bug popping up. I am going to tag a couple of our Square Champions who can may be able to give their two cents on this. @TheRealChipA, @Headpinz, or @websitechicks, do you all know what might cause this? Maybe a certain setting that is not toggled?

If we can't get this figured out on this thread, I can get this escalated for one of our Operations teams to take a look.

[websitechicks]

Hi @Locusart ,

I'd recommend adding an additional filter before exporting your customer email list, like the screenshot here: 

here's a quick video how to do that: https://www.loom.com/share/6dbfcb083071492f84ef93bde1b8f939?sid=da7626fe-d9dc-4f30-a71f-b1c7ed87b3bc

Hope that helps!

[Locusart]

Thanks so much for your help!  @Samm @websitechicks 
Unfortunately, my screen looks slightly different, and I'm not able to refine/filter the email subscribers group any further.  I'll attach a photo link for reference.

I did chat with an admin at weebly/square and was told that it would take 24 hours for these customers to show up in the Email Subscribers smart group.  Unfortunately, this particular list hasn't updated in months... which leads me to wonder how many other subscribers have been added to the full customer list, but are missing out on newsletters because their subscriber info is not being included in the refined group.  

Looking forward to resolving this ASAP 🙂

https://www.dropbox.com/scl/fi/lfyqvd7ga1rfun9kzl7z6/Screenshot-2025-06-05-19.17.27.png?rlkey=o2uo6l... 

[Sammie_C]

@Locusart when you were chatting with Weebly/Square and they said to wait 24 hours, has it been 24 hours at this point? If so, have you noticed any changes on that group?

@websitechicks, thank you for your insight on this!

[Locusart]

Oh yes- it had been well past 24 hours by that point.  Also, the new subscribers had been added to the full customer list immediately.

Does this help?

[Sammie_C · Accepted solution]

@Locusart and @doc_choc, our Operations team was wondering: would you be able to go into your Square Online settings and ensure to toggle the "Enable opt-in checkbox" on?

To access this section, you will want to go to your Square Online Dashboard > Select "Website" > Then "Edit Site" > Followed by selecting "Contact Us" from the dropdown menu > Scroll all the way to the bottom of that side menu and select "Form Settings" and simply toggle on the "Enable opt-in checkbox." 

 

Our Operations team is hoping that should fix it, but if not, please let me know!

[doc_choc]

There is a subscription field and submission button you can add to the footer of a website which isn't working. This doesn't enable you to add an optin as there is no optin checkbox (this does work OK in the contact us form). So when adding an email at this point in the footer the email is collected and is shown in the form submission section but in the customer directory their email marketing status is not subscribed (guessing as there is not an optin option for this form even though its for email collection). Just guessing that this subscription form is a from before the transition over so either needs an optin checkbox adding for it to work or the form removing as it is an useable in its current state.

[doc_choc]

When using the contact us form, we see the message arrive in the form section in the online dashboard but it doesn't arrive in our email box. We have checked and our emails are up an running and these are all good. So there seems to be an issue receiving the email from the contact us page.

[doc_choc]

@Sammie_C last observation, probably the most helpful, the notification works with the email address associated with the website account, the one that's greyed out in the email field box for the submission form (not the Square Dashboard account email address).

So the system does work with the account email, but doesn't seem to work if you change the email address from this.

[Sammie_C]

Thank you for that information, @doc_choc! I went ahead and reached out to our eCommerce team again.

They suggested a couple of things. They noticed that there is nothing assigned to the Form Settings themselves. To get that setup, you will need to log in to edit your site > Go to the page with the Contact Form > Select "Form Settings" > Then "Assign an email" > Finally, select "Publish the site."

The eCommerce team also wanted me to let you know that newsletter sign ups will not notify you via email. So if you are still having an issue after the above edits, you would need to give us permission to republish the site to troubleshoot further.

Keep me posted if this helps, and if not, I can reach back out to them and get your site republished!

[Locusart]

Thank you, yes, I was able to add an opt-in checkbox at the bottom of my contact form.  

[doc_choc]

OK we have done a little digging around. The email address in the form settings for notifications has changed and defaulted to the account email address, greyed out (incidentally this is an old account email address for login to the website not the login to Square).

I think there is a problem changing and retaining the notification email address. Change it and it doesn't appear to retain it (no immediate change though) and it eventually defaults back to the  account email with time. But when you do change it for the short time its retained, showing the new email address BUT it doesn't seem to send email notifications.

Either way, something isn't working, its broke, not working and may need some tinkering time to fix it. 

Thank you 🙂

[Locusart]

Thank you @websitechicks for the additional info.

I did try refining further based on - creation source and - email subscriber, but now my list is completely empty.  So that isn't resolving my concerns quite yet either.  

Any other thoughts?  

Many thanks

E

[doc_choc]

We had the same problem a few weeks back. We had problems with it collecting the emails with the signup at the bottom of the homepage. We took it off and put back on that seemed to fix the issue, for that day, you have prompted met to just check it still good and its not working again. 😔

@Sammie_C I think this may be one to escalate as its been an ongoing problem for me for at least a month may be more as we only identified the issue recently but could have been going on for longer.

[Sammie_C]

I appreciate you letting me know, @doc_choc! I am sorry this has been occurring for you too. @Locusart, this does help!

I went ahead and sent over a message to our Operations team to take a look. Once I hear back from them, I will keep this thread posted on what on they say.

[Locusart]

Thank you so much!  I've added an opt-in to the contact form in the meantime.

I've just manually checked on things.  The pop-up is working in that subscribers are signing up and are listed in the "All Customers" group- but they are *still not being filtered into the "Email Subscribers" group.  

E

[Sammie_C]

Thank you for that information, @Locusart! So our eCommerce team asked if they have your permission to republish your site, in order for them to troubleshoot further?

[doc_choc]

We have the same problems. They can republish our site if it helps. Due to hot weather here in the UK we are having a shipping holiday (unfortunately not a cruise in the Med) so online is currently offline for orders.

[Sammie_C]

Thank you for pinging me, @doc_choc! I meant to tag you as well!

I reached out to our eCommerce team and they were able to do a bit of troubleshooting, republished your site, and said no issues popped up on their side. Could you check that things are working as intended?