Hi @Rrg002!
Thanks for flagging this! Great job confirming the email details with your customer, that’s one important step we can check off the list. From here, there are a few more things we can try to help narrow down the issue.
1. First, if you’re sending the invoice from your Square Dashboard, try signing out of your account, clearing your browser cache, and then signing back in. If you’re using the Square app instead, delete and reinstall the app on your device to make sure you're working with the latest version.
2. Next, please ask your customer to add Square’s email address to their Safe Sender list (sometimes called an allowlist or whitelist). This helps ensure that our emails don’t get caught in spam or blocked by their provider.
3. Once that’s done, try sending the invoice again. If the same error appears, enter your own email address in place of your customer’s and resend it. If you receive the invoice in your inbox, it suggests there may be an issue on your customer's email provider’s side that’s preventing delivery. In that case, our Support Team can raise a ticket with our engineers to investigate further and work on getting invoices delivered successfully to that provider.
To speak with our Support Team directly, you can call 1800 760 137 (Monday to Friday, 9 AM – 5 PM Melbourne time).
You can also contact us online. Just sign in to your Square account and head to our contact page. From there, choose “Other”, then “I don’t see my issue”, and select your preferred contact method: “Message us,” “Email us,” or “Call Us.” If you see the new chatbot help flow, simply type “support” to bring up your options.
Let me know how you go with these steps!
Laurie
Community Moderator, Australia, Square
Sign in and click Mark as Best Answer if my reply answers your question.
