new order emails not getting to all three email addresses listed in notifications.

[Pacifictextile]

new order emails not getting to all three email addresses listed in notifications.  order email only going to account owner.  The Payment Link email should be going to all three with all the information that is being received by treasurer2

[TheRealChipA]

Hey there @Pacifictextile.. I know this is an obvious question, but is it possible that the treasurer email box is marking these emails as spam and putting them in the junk box?  I have to ask since you didn't mention checking on that.

[Pacifictextile]

They are not in spam.

The PAYMENT LINK email should be going to all 3 emails listed at 

ONLINE/ ONLINE STORE/ SETTINGS / NOTIFICATIONS

which are
[email protected], [email protected], [email protected]

only treasurer2 received them for transactions with receipt numbers Receipt #pwY1  transaction on 11-14-25 and  Receipt #VSOR  on 11-10-25 

and I suspect on other transactions but I am only following this one event.

[TheRealChipA]

@Pacifictextile Thanks for confirming that.  Sorry to waste your time with what seems to be an obvious question, but in the Community it's better to assume nothing. This seems like an issue that support is going to have to look into.  I'm going to tag the Square Community moderators and maybe they can expedite that, but it would be quicker for you to get on the phone with Square Support since they can actually access your account and look into this.  Good luck.

@Kassi_@RSosebee1@_Violet@MayaP@Summer2024@Summer2024@Ellie_@Katie_SQ@Laurie_@Sammie_C

[Sammie_C]

Thank you for tagging me, @TheRealChipA! @Pacifictextile, hopping in to help here!

I went ahead and checked in with our eCommerce team on this and they said that if it is not all of your customers experiencing this, then it is likely an issue with that customer's email inbox. Some email services use different filtering/blocking that may block what we are sending, and we are unable to "force" and inbox to accept things we send.

Our eCommerce team did recommend having the affected emails whitelist these emails though: 

[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]

Here is also a helpful resource on whitelisting, if you would like to take a look.

In the meantime, please let me know if you end up having any other questions or concerns and I can take another look for you.

[TheRealChipA]

@Sammie_C I think you misunderstood.  @Pacifictextile's issue is NOT with customers not receiving confirmation emails.  It is with the fact that some of their business email addresses are not getting them.  This issue is not customer facing at all.  Also, in response to me asking if they had check their spam box, they confirmed the missing emails were not there, so whitelisting addresses is not going to fix this at all.  There seems to be another issue here.

[Sammie_C]

Apologies on the misunderstanding. Thank you for clarifying, @TheRealChipA! 

I checked in again with our eCommerce team, and they said that the directions they gave for whitelisting would be the same for ALL emails received by Square, even if not customer facing. They looked over the emails that were sent out for order confirmations on @Pacifictextile's account and have confirmation that all three emails were successfully sent from us to those emails addresses.

@Pacifictextile, our eCommerce team said that the emails listed on your account are custom domain based emails, which may contribute to this issue, which is why whitelisting would be the best option to help in this situation.

Our eCommerce team recommends, if possible, to add emails that are less restrictive, such as a Gmail, Yahoo, etc. Like I mentioned in my previous post, if none of the emails were being received that is something we can look into further, but if it is only certain inboxes not receiving them, we are unable to troubleshoot a third party system unfortunately.

[Pacifictextile]

Sammie

I thought I had responded to your answer but can't seem to find it in the thread ....

The solution given here is not the solution to the problem.

I did a test order today and documented in my previous REPLY what happened.

We are no longer getting the PAYMENT LINK email to any email address and that is what is needed.

[Sammie_C]

The reason you couldn't find your thread is I went ahead and combined your other thread here, since it was going over this topic. I sent a heads up in regard to this in a previous post. Combining threads helps keep the Square Community organized!

So to confirm, you are no longer receiving any emails from us? And could you clarify what emails you are not receiving? Is it a Payment Link, or an Order Confirmation email?

[Pacifictextile]

OK.  treasurer2@  got the $50 PAYMENT email when the order wa  placed.  Then over an hour and a half later, treasurer2@ received the PAYMENT LINK email.

[email protected] DID NOT get the PAYMENT LINK email .. and I suspect neither did classes@  = but I don't have access to that one immediately.

I placed a test order to get these results yesterday - Friday 11/21/25

[Pacifictextile]

Can't seem to find the place to view or edit the multiple email addresses that can receive order information.  Please supply path

[Sammie_C]

Hi @Pacifictextile, thank you for your post!

To make sure I have this correct, are you looking to edit the actual emails that are sent out? If so, unfortunately there are limited capabilities of editing those emails, but are their specific fields or sections that you are looking to edit and I can see if that is possible?

Or is your question more about the actual email addresses that are receiving your orders?

Either way, to make sure that your email alerts are setup in the first place, feel free to double-check that here:

1. Sign in to Square Dashboard and go to Online.

2. Click Communications > Email & Text Alerts.

3. Under “Email notifications,” toggle on Email customer when their order is ready or shipped.

Please let me know any additional details, and I will take another look for you.

[Pacifictextile]

Hi Sammie

When I go to ONLINE in my dashboard ... the only items there are ONLINE STORE and SALES CHANNEL.  I do NOT have COMMUNICATIONS  or any subgroup.   Not sure why ... Perhaps you can fix that.  

nl

[Sammie_C]

Thank you for letting me know, @Pacifictextile.

First off, if you select Online Store first from those two options, then you will be taken to a new page that will feature a longer list of menu selections. The Communications section is visible on the left side of your screen. Here is a screenshot of that section: 

 

Secondly, was the email that was not received an order confirmation email? Or what was the content of the email? 

[Pacifictextile]

yes, an order confirmation email

Ok , I have found the email addresses and they have not changed.   There are three set up for "new order emails".

Buried in ONLINE/ ONLINE STORE/ SETTINGS / NOTIFICATIONS

So now to figure out how to make sure the information received includes the event name, the registrant, their contact information.

Thanks for helping me on this ... 

Normalee

OK

I did a test registration and as the owner of the account I got both the PAYMENT LINK email which is what should be going to the other 2 emails in our list and did not.

I also got the "payment notification ... you accepted $xxx from a card ending ..."   message.  

[Sammie_C]

Apologies for the delay on this response, @Pacifictextile.

I see you mentioned the other emails are not receiving the emails. Would you be able to provide these emails to me? Feel free to send them over a direct message, to keep that information private.

[Pacifictextile]

Hi Sammie

I started a new thread .. the email addresses are listed it it ... here is the link

new order emails not getting to all three email ad... - The Square Community

[Sammie_C]

Sounds good! I went ahead and replied over on that post. 

I also am going to go ahead and merge both of these posts, to keep everything nice and organized on the Community.

[Pacifictextile]

Should I start a new thread for the missing emails or will you address that issue as well?

[Pacifictextile]

Just as information.   We started getting charged shipping for our events and I started looking into the problem.  It was solved by making shipping amount zero.  Or at least I hope it is fixed as we don't get alot of transactions as we are a small educational non-profit.  In any case, looking deeper into the changes made there at SQ,  I found that one of the emails that should have gotten information on the order was not received and that is why I was trying first to find out what email addresses we had set up to confirm ... and I could not find them.   Also in the forum there was a person having a similar issue with event/shipping and he noted that the data being sent had been changed - and important information removed.   So that may be an issue for us as well.

[Pacifictextile]

na