Digital receipts are not being sent customers

[Creativewell]

The title of this thread has been edited from the original: No receipts going to emails or phones

Could anyone help me? I am taking payments for craft items that I sell from my library once the person has paid it asks for their telephone number or email address and when I fill this in nothing get sent to them in either phone or email and I’ve tried several people have I got something switched off on my app Thank you 

[Creativewell]

I sell small craft items and I cannot give customers receipts even when I fill in telephone number and their email and I’ve tried several people and it’s not working. Can anyone help

[Lou8 · Accepted solution]

Hi @Creativewell, thanks for posting on the Seller Community 👋.

I'm sorry to hear your customers are not receiving their digital receipts as expected. 

Can you confirm the phone number format you enter? I've helped a seller with a similar issue in the past who was not entering the country code correctly - they would enter 44 instead of 0044 (the double 0 replace the + in +44) - which was preventing texts from being sent. 

For receipts sent by email, have you asked your customers to check their spam folders ? 

Otherwise, I suggest going through some basic app troubleshooting steps first:

1. Check that both your mobile device and the Square app are up to date.

2. Log out and back into the app.

3. Turn your mobile device off and on.

4. Force quit and re-open the app on your device.

5. Delete and reinstall the app. See Apple’s support site and Google’s support site for instructions on how to do so.

6. Make sure that the date and time on your device are correct.

You'll also find more details on our Support Centre.