Order confirmations and receipts suddenly not working

[Catt9l]

Hi there

I've just received an email from a customer to check whether their online order came through last night as they didn't receive an order confirmation or receipt.

Weirdly the copies of these emails that i normally get went straight into my junk folder this time.

I've had everything set up for years so a bit perplexed as to why this has suddenly happened.

Any help would be most gratefully received.

Thanks so much

[tonydow]

I am getting the Payment Received email but not the Order Confirmation one. I assume my customers aren’t getting it either.

[Catt9l]

That's exactly my issue, it's so weird as it has only just started happening and I haven't changed anything. 

[Emma_]

Hi @Catt9l @tonydow, I'm sorry you're experiencing issues receiving your order confirmation email. It is possible that your email provider updated their system or made some changes to their services. Please try the following troubleshooting steps: 

1. Visit Email Notifications on your online Square Dashboard.

2. Update your preferences > click Save.

3. Change your email filter settings to accept emails sent from Square and add the following Square domains to your safe list:

@squareup.com

@messaging.squareup.com

@Communications.squareup.com

Let me know if this doesn't resolve the issue. 

[Catt9l]

Hi Emma

Thanks so much for your help. I'm afraid the issue is also being experienced by my customers, they are not automatically receiving order confirmations or receipts when making purchases online. This has only very recently started happening in the last week. It was all working fine before. It's very curious!

[Emma_]

@Catt9l, if you have a customer who confirmed they didn't receive the confirmation email and the order number. I suggest checking in on that with our Support team. They'll be able to retrieve the order and see if the email was sent on our end. It is possible that your customer's email provider is filtering the email. Please advise your customer to check their spam as well. I hope it helps. Please let me know if you have any questions. 

[Catt9l]

Hi Emma

The customer confirmed that the email wasn't in their spam folder so I will check in with the Support Team as you suggest. Thanks so much again.