Marketing showing 0 Subscribers despite having over 2000 contacts

[samuelmckay]

I have prepared an email campaign but when I go to send, my square account shows "0 Subscribers" available for me to send to despite having over 2000 contacts with email addresses.

Is this a glitch in Square or am I doing something wrong?

Thanks

[Emma_ · Accepted solution]

Hi @samuelmckay, a customer is considered as Subscribed if they have opted in to receive your marketing communication. If you have their explicit permission to contact them outside Square and you are importing their email addresses via CSV upload, make sure to set an opt-in status for each email you’re importing by having a separate status column, titled Email Subscription Status. 

If you download and use the Customer Import CSV Template from your Square Dashboard, then this column will already be present. For more information, please visit our Support Center. 

[Shazafburki]

I am having the same issue. Did you find any solution?

[tranguyen]

Hey @Shazafburki, were you able to try the steps @Emma_ suggest above? It usually help resolved the issue you're facing. You can find more information on setting up your Square Marketing campaigns in our Support Centre as well. 

[Stephanie-MLD]

I have the same problem, although not on the same scale! I have just set up the subscriber emails and used one of my personal email addresses to register so I could test it out. It is showing my email address but when I click on it for more details it says that it isn't subscribed to any marketing?? Not sure if I've done something wrong or if the subscription email isn't working? 

[Breffni]

Hey @Stephanie-MLD, thanks for posting on this thread and welcome to the Community 🙂 

It doesn't sound like you've done anything incorrectly here. 

Your customers will not be automatically opted-in to receive Square Marketing communications from you when you upload their email addresses. If they have given you their consent to be opted-in outside of Square, and you have a record of it, you should add the following detail to your CSV file before uploading it:

1. Download the Customer Import CSV Template from your Square Dashboard.
2. Under the column, Email Subscription Status, set the status of each email address to Subscribed, Unsubscribed or Unknown. Emails marked as Subscribed will show as available to receive Square Marketing communications from you.

It's important to note that you are responsible for ensuring the customers on your list have given explicit permission to contact them and for comply with all applicable laws per ay current GDPR guidelines.

Feel free to read more about this process in our Get Started with Square Marketing article and let me know if you have any additional questions, thanks! 

[Stephanie-MLD]

Hi, thanks so much for your reply, I've had a read of the article you sent but I can't seem to get my head round it. I have just tried again with another test email address and it shows up on my page but then it is listed as unsubscribed in the customer details. I understand what you mean about adding customers to a csv and uploading them, but how would I know if a customer has registered if it saying they are not subscribed? Or is registering their email on the website not the same as subscribing to emails?? Is there something different they would need to do? Surely if they put their email address in to a pop up to say they want to receive offers, then this is them 'opting in' to receive emails? 

Sorry if I've made this sound more confusing or if I'm missing something that is really simple, but I just don't understand how I would know when someone has completed the pop up to register their email.

Stephanie 

[Breffni]

No worries at all @Stephanie-MLD, I can appreciate it can be confusing. 

When it comes to marketing communications, it is a bit different and you need their explicit consent. A subscribed customer is a customer that has provided explicit consent to receive marketing emails from your business. This ultimately comes down to a GDPR requirement that Square has with Square Marketing.

If you’ve collected customer email addresses through Square from (but not limited to) sending digital receipts, Invoices, Appointments or Loyalty — the customer cannot receive Square Marketing email campaigns unless:

• You’ve separately collected and recorded the customer’s explicit consent,
• You’ve manually imported an existing database of customers who have consented to receive marketing emails from your business, or
• Your customer has used one of Square’s customer information collection tools.

[RSVPnyc]

I have the same issue.  My customers ARE subscribed, but my email marketing campaign says 0 subscribers so no one has received my email.

[k_atie]

Hi @RSVPnyc, happy to help. 

Have you looked at Breffni's comment above that explains that, if you’ve collected customer email addresses through Square from (but not limited to) sending digital receipts, Invoices, Appointments or Loyalty — the customer cannot receive Square Marketing email campaigns unless:

• You’ve separately collected and recorded the customer’s explicit consent,
• You’ve manually imported an existing database of customers who have consented to receive marketing emails from your business, or
• Your customer has used one of Square’s customer information collection tools.

Can you confirm how your customers provided their contact details, please?

[RSVPnyc]

Oh I see.  It looks like you have to manually check “subscribed” for each subscribers when downloading the customer data in a CSV report.  Although in the square dashboard, next to each customer’s name, it says “subscribed”, they actually are NOT, even if they signed up for your newsletter.  Thank you for clarifying!