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. 

[allisonlrhoades]

This is the only update link they’ve given us https://www.issquareup.com/

no emails or anything. 

[dgollin415]

Hi- has anyone had an issue with trying to send texts through the app? I continue to get a message that the text is "not delivered." I also got a note from square that the text is not working- I have people I need to reach!! can anyone help- of course they are closed for the weekend.

[JBetzen]

Yeah, they start charging us and now it's glitchier than ever, super duper. https://www.consumervoice.org/top-salon-booking-software?gclid=Cj0KCQiAnNacBhDvARIsABnDa6_eMgQlmxGX8...

There's a link to the top software for spa industry. If they keep this up I'll have to move as well. 

[Amytaylor]

Mine is STILL not working. SO annoying.

[Cassandre]

Having the same issue ! So annoying

[itsbecca323]

This is becoming unacceptable. I have used this platform for over 4 years. We are going on two weeks. What is going on? And why are we not getting any information from square? 

[woodcockre6]

issquareup.com is showing that this issue has been resolved.  However, when I try to compose a message to a customer, the field where you would usually type your message is covered by a notification that says, "SMS messages can be sent as a reply to your customer's message."  In the before times, I appreciated the ability to compose a message, even if it wasn't in reply to a customer.  For example, today a client who usually has excellent attendance was a no-show, so I wanted to reach out to him, but the system wouldn't let me.  I called Square Support, and was told that this feature would probably return to normal down the road.  So, my feedback is two fold.  First, I hope that full functionality is restored soon.  Second, it would be nice if issquareup.com was more clear that this is still a work in progress.

[LowellGallery2]

I used to be able to send a message to a customer who had cancelled an appointment to see if they needed me to be more flexible. I do not have standard hours and some customers have said it's hard to get into my shop. I can be very flexible and will set up appointments even "off hours" and this actually works very often after a cancelled appointment. 

However, now Square has created a barrier to this: I cannot message a customer unless they have messaged me first.

Why? This is a feature that helps me hold onto potentially lost sales. I'm not a hairdresser or nail salon which is clearly what Square Appointments is focusing everything on. I'm a custom picture framer and they keep removing useful stuff and adding less useful stuff for me.

[polished21]

I would also like the answer to this question. in the middle of my busy season both my salons rely on the messaging ability and they pulled it with no warning or reasons. And still waiting on a response for over a week from my 'rep' 

[_Violet]

Hi there, @LowellGallery2 and @polished21 - I'm sorry to hear that you've both run into this issue 😔

I'm going to consult with the Square Appointments Team on this one to get the best answer for you. I'll reach back out to you here once I gather more info!

[Trumanbarberco]

Same exact position as you as a barbershop who regularly relies on the ability to reach out (e.g. cancelled appointments).  Also no warning at all.  My reps responses have ranged from "this is how it is now" to "actually, we are working on restoring it."  My gut is they are stalling us and never intend to bring it back (unless its in the form of some sort of additional marketing subscription).

[polished21]

Ok does anyone know when this will be back up? My 2 salons rely on this feature to communicate with our Guests. And our Guests prefer to be texted instead of called. Also can square start notifying us if features are down? Because being blindsided while running two salons by staff is really frustrating without notification or an answer from my 'rep' or anyone from square. 

[Mtbresnan]

They latest is that texting is disallowed because it says “this customer has unsubscribed to receiving text messages.” But, that is not actually true about that customer. Can you take a look at why that is happening. Thank you!

[IndigoSkin]

This needs an actual fix. I  need to be able to contact my customers!

[pjd]

Today I have been able to text clients.  HOWEVER, I am not able to text them unless I am REPLYING to a previous text they have sent me.  I can not longer start a new conversation.  GA!!!!! So the problem is only half fixed. 

[branchout]

This issue is NOT resolved, this is incredibly frustrating! I can no longer text clients, which I rely on *heavily*, as that is how most clients choose to be contacted in order to discuss booking their appointment with my business. What's the point of even having "messages" if I have to use another phone number to text clients?

[theliquidgarage]

We are a craft beer brewery. Our Text campaigns are blocked due to the SHAFT compliance rule. How do we work around that being that craft beer is our core business and we wish to send our beer customers text campaign msgs

Liquid Garage Co

New Port Richey FL

[RNPAC]

Any update on this? 

[chubbirice]

It is STILL not working for me, it's been WEEKS. I have had to copy and paste every single phone number and text them from my personal number...

[MudPieBakery]

I'm having this issue today as well.  We've been creating messages to reach out to our customer base with new offerings and coupons but now I can not create any messages only reply to messages customers have sent us.  I'm surprised its just now happening to us, since it seems like its been a very long time that this issue has been happening.

[AllAboutMamalnk]

I might have found a way to fix it. So post this to your social medias, email this out to your customers: text UNSTOP

when I did this some of my customers that texted unstop to me were now able to have messages sent to me again. It is just day 1 and I hope I can continue sending them messages next week. But I don’t have the annoying message that says they unsubscribed. Get spread the word to them all over. Annoying but it so far is working!