"Send my clients a notification when an opening occurs" NOT Working

[RobinSpencer]

The "Send my clients a notification when an opening occurs" feature is not working for us.

Yes, I have the Waitlist turned on and yes I have "Send my clients a notification when an opening occurs" turned on.

Customers have complained they have not received notifications when a spot becomes available.

So we checked the client's messages and saw that Square had not sent a notification that a spot had opened up.

We tested it twice ourselves, setting up fake client names and fake openings, we got an email notification we were on the waitlist,  but didn't get a notification when we made that spot available.

I emailed Square support but they were no help, they just sent me the obvious stuff we have already tried. 

[Kassi_]

Hey there, @RobinSpencer - 

Could you give me some more information on the steps you've already tried? I don't want to have you repeat anything that wasn't successful. 

Whenever you did testing - did you receive any notifications? 

I will keep an eye out for your reply👀. 

[RobinSpencer]

We tested it twice ourselves, setting up fake client names and fake openings, we got an email notification we were on the waitlist,  but didn't get a notification when we made that spot available.

From Square, obvious stuff that we already did.

Recommend that your client checks their Spam, Junk and other miscellaneous email folders. Their email provider may have filtered out the communication they are looking for.

Confirm your client’s email inbox can accept emails from Square:
To change their email filter settings to accept emails sent from Square, recommend they add these Square domains to their safe list to ‘whitelist’ them (for privately owned emails, they may have to contact their host):

@squareup.com
@messaging.squareup.com
@Communications.squareup.com
Confirm you have enabled email notifications in their customer profile:

Head to your Customer Directory from your app or online Dashboard.
Select the client profile > Personal Information > Edit.
Scroll to Appointment Notifications, and select Email or Email and Text Message from the dropdown menu.

Take Care!
Square Appointments

[BernadetteA]

Hi @RobinSpencer 👋

This sounds like it could be a bug, and I recommend replying back to the support team to alert them that the troubleshooting steps they provided are not making a difference. The reps are able to reach out to the advanced support team for confirmation, and then can escalate your case to the engineers for additional debugging. I think it may be the fastest route to getting this resolved for you! 

[RobinSpencer]

Yes, I think it's a bug too.

I did reply to support a week ago saying their suggestions didn't work. They have still not responded that's why I reached out to the community.

Square support is usually great but they have dropped the ball this time, I expected better.

I have temporarily turned off my waitlist option, the fact that it wasn't working was getting annoying and embarrassing.

[Katie_SQ]

Sorry to hear that you haven’t heard back on this yet, @RobinSpencer.

I would definitely recommend reaching out to our Support Team again, but in the meantime, I’ve escalated this to our Appointments team to see if they can take a closer look at this feature. I’ll be in touch as soon as I have more information.

Thank you for your patience!

[Katie_SQ]

Hey @RobinSpencer. Appreciate your patience here!

I’ve heard back from our Appointments team, and they haven’t received any reports of the issue you’ve mentioned here yet. In this case, it’s definitely worth reaching back out to our Support Team so that they can investigate further with you, and file a ticket with our Engineers, so they can take a closer look.