Known Issue with sending Square Messages (11/29/22 - 12/14/22)

[Mtbresnan]

The title of this thread has been edited by a Square Moderator from the original: "Square Messages is currently experiencing issues sending text messages."

Is anyone also having problems with text messages failing to send. And receiving this message:

“Square Messages is currently experiencing issues sending text messages. Messages may not send as expected.”

[_Violet · Accepted solution]

Hi @Mtbresnan, @Zeuspmu, and @allisonlrhoades - Thank you all for posting here in the Seller Community. I'm sorry to hear that you are being impacted by the ongoing issue with Square Messages.

This particular issue has been taking a little longer because we are working alongside a third party in order to resolve it. Our engineers and our Square Messaging Product Team are aware of this issue and are currently investigating a solution with third-party mobile carriers. 

In the meantime, we will continue to update issquareup.com with the latest details. Sorry that we have not been posting updates as often on this one. We don't have new information at this time, but this issue is certainly prioritized by our engineers and they are still working on it. We thoroughly appreciate your patience and understanding until this is fully resolved.

I hope this information is helpful but please do let me know if you have any additional questions by replying to this thread. 

[Josh_Baker]

From the messages in the thread and the same responses... there hasn't been any real update. You can even check the links and nothing has changed from the pass couple of days. I think there should at least be some transparency so we aren't just running in the dark. Simple questions like, what is your estimated fix time? What is the nature of the problem? Did your third party bail? Is Square going bankrupt? Kidding on the last one... but I think a little transparency would help. Even if it is a complicated fix, it will give us an idea of what we can expect going forward. Just knowing that someone is fixing it doesn't really help. For now, I'll just adapt. Good luck fixing your problem! And if you could send an update when the issue is resolved I would appreciate it. 

[LomasGlassTint]

Is there an estimated completion time for this? We rely HEAVILY on the messaging system to communicate with new, and ongoing customers, this has caused multiple customer complaints and difficulty for our small business

[thrpstcheryl8]

Yes, I am experiencing issues as well. I receive a red message stating "not delivered." This problem is significant as a number of my clients try to reach me using this feature and with it not working, they are not able to get in touch w/me in a timely manner.

[DrDetail]

We are also having the same issue still waiting for any possible solution. We are an appointment based business and it makes it very difficult to effectively communicate with customers.

[DrDetail]

We are having the same issues sending and receiving text messages. We are an appointment based business and it is difficult to effectively communicate with customers. Please advise on any status updates ASAP. It is a holiday season relying on our customers business.

[thrpstcheryl8]

Yes, for me, personally, I care not one whit about "receiving a badge." 🙄 What I DO care about is communication flowing seamlessly between my clients and myself AND being given notice by Square when they know that a feature is not working. To me, a mass communication to all of our clients/customers should be sent out by Square that this feature is currently not working and we, as Square users should also have been given the courtesy of a notification so that we could troubleshoot and not miss any more communications from our customers.

[Zeuspmu]

Definitely going to be switching to another system after this. Very unprofessional, causing me to lose business. 

[ReginaRMT]

Possibly an issue or not. I cant really tell, but there seems to be an issue with my appointments and auto sending messages or confirmations. I get some confirmations but cannot tell if that's because they are repeat bookings or if they are actually confirmed by customer. I also seem to have only one or two messages being sent out. Any body else? it happened after a update awhile ago and I have been just dealing with it.

[Ellie_]

Hi there, @ReginaRMT,

We went ahead and merged your post to an existing thread where other Square Sellers have discussed this issue as well. We merge duplicate conversations together to keep like comments in one place, and to make it easier for others to find the thread in the future. 
 
We are very sorry to hear that you too are being impacted by this known issue with Square Messages. In the thread above, one of our moderators has provided some additional details in the post that has been marked as the "best answer". We recommend following our status page to view all updates about this, https://www.issquareup.com/incidents/zxxx16ycxkxv. We appreciate your patience!
 

[ReginaRMT]

@Ellie_   I guess I should use the search function more often. I did not realize the scope of this issue. Thanks 

[Negritacruz76]

The link didn't work 

[AllAboutMamalnk]

*sigh* here for an update to when it is fixed

[zder]

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[ElegantAurmor]

I can't believe it is still down. What has it been, 10 days? The appointment reminders are so professional and the other thing that's awful about this is that my customers are not receiving their invoices via text message so I have to grab the email now and do it that way.

[allisonlrhoades]

Are we getting compensated for this lack of service we paid for? 1-2 days is understandable but almost 2 weeks is unreasonable. @_Violet 

[Mingo]

Really disappointed in the way Square has handled this issue.

If Square knew there was an issue with SMS they should have sent emails and in app notifications so that we didn’t have to trickle into this ridiculous forum to figure out why it isn’t working.

It’s insulting.

No one understands that things happen and you have to adapt on the fly, better than small business owners. The least Square could’ve done is given us a forewarning so we could find our own work around solutions while they fix things.

It’s the most critical few weeks of business for us.

The updates have been hollow and the fact that no ETA for restoration has been offered, on top of the lack of basic courtesy to alert users of the problem, leads me to believe that this issue is much bigger than what its being painted as.

The bad handling, how long it’s been going on for and the lack of info, has seriously eroded my trust in Square and whoever the third party “messaging partner” is.

This is just unacceptable. 

[AllAboutMamalnk]

Very good point on communication in some way should have happened to all Square users that the messaging system is down. And I feel that multiple people working for Square have dropped the ball on that unless they all figured someone else had sent out a message but their own system should be better at communicating with how we are notified, instead we find information by scrolling through forums.

have you looked into other POS systems? I just started my store so now I am wondering if I need to switch. Moving everything over (inventory will take the longest) will be a large job.

[allisonlrhoades]

I’m thinking of switching my booking to another platform and just using square as a payment processor. To have so many features, it really lacks the essential ones and the communication from support is almost nonexistent in any situation that’s came up. 

[thrpstcheryl8]

Do you have any other platforms in mind? I have been thinking about doing the same thing.

[goldenfleece5c]

This is the last straw for me I think. I’m going to switch to acuity scheduling. For this to happen during the holidays and have no end in sight is crazy. 

[pjd]

I am also still receiving this error after almost a week.  This is horrible to those of us who are small businesses in retail right now.  THIS is when I need to communicate with my customers the most.  Any updates on this getting updated?