be warned: Square stopped sending email notification of our online orders

[250986]

Wanted to warn others -- starting Oct 18, 2025, Square stopped sending us email notification of online orders. We had been receiving email notifications prior to that and made zero changes on our end. Checked spam. Receiving emails successfully from everyone else except Square. Square just stopped sending email notification of online orders, and didn't warn us or tell us. We were left to discover this on our own.

After hours and hours and hours spent over many days trying to get support on this from Square, Square at first admitted that they changed settings on our account without our permission and without telling us, and told us they had to change a setting on their end to start sending these email notifications to us again (which wouldn't have happened if we had not persisted through Square's abysmal "support"). Then they quickly tried to walk back that explanation and instead tried blaming it on gmail flagging these online order email notifications as spam. We check spam and the emails are not there. Prior to Oct 18 and continuously through now, we also have a successfully working email filter in place so that no emails sent from Square or including Square info could be sent to spam. 

This is just the latest email issue in Square's long line of email issues this year. Square took away the ability to customize emails and also took away the ability to use any custom "from" address (so emails cannot be sent from our company or our domain or any address associated with our company). Square also now requires that all email communication to our online ordering customers must come from a generic square email address (and if our customers reply to their online order confirmation, we don't get their emails...we have to log into Square and check the message center there all the time to see if any customer emails went there).

On top of all this, Square just up and turned off email notification of our online orders...in Q4, the busiest online ordering season of the whole year no less.

Square Online is so far behind in ecommerce -- they took away even these basic, entry-level services and we can't even trust them to notify us of online orders and trying to get help from "support" is time consuming and usually fruitless.

As the busy holidays are already here, we can't continue with all the issues we've already experienced with square online's email shenanigans. Our customers also tell us their order confirmation emails are going to spam or sometimes don't arrive at all. Now Square Online isn't even sending us online order notifications consistently.

We moved our online sales to Squarespace last weekend. Includes email customization, our own "from" address, better online experience for our customers, none of the inventory management issues we've had with Square Online, better gift card options, even cheaper fees. 

[ErinGB]

 I am having exactly the same issue that started at the same time (I put it at around November 1, but the last notification I received was on October 29). Customer support has been useless as they keep telling me to check that my notifications are set up correctly (they could see that they are from the screen shot I sent them) and to check my spam/add domains to safe list (I have told them that I have been checking constantly). I just want to get the darn copies of the order notifications so that I know what someone ordered. I am very conscientious about not getting upset with customer service reps who are just following the rules and who didn't have anything to do with my problems, but boy this is the worst actual customer service I have ever seen.

[CCMGA]

We are having the exact same issue. All our order notications from our oline store and payment links STOPPED 11/3/25. 

I spent hours on the phone with Square in early November and they told me the problem was on my end. That my email service must be rejecting them.  We had 3 different email addresses listed for notifications, all different domains such as yahoo, gmail, etc.  No emails anywhere.  They told us to add all the Square sender accounts to our contacts to "whitelist" them. Still nothing. 

Now yesterday on 12/12/25 the online store emails began to appear again, but still nothing for payment link notifications.  

We are a non-profit and pay both a monthly fee to use Square Retail and an annual Square hosting fee for the online store.

Over the last year Square has made huge changes without telling us; moves admin functions, removes the customization page for customer order notices reducing it to plain text blocks to name a few.  

My biggest frustration is the help desk never acknowledges there is an issue on their side. It is always our fault until we can prove the issue exists with lots of documentation and screen shots.