new order email notifications have stopped

[SugarBakery]

Haven't received one in three days. They are not in my spam folder and the notification settings are correct (and haven't changed). We use Google Apps for email and I've added all the squareup.com address to a whitelist, but I'm still not getting them.

[villagebeer]

We are having the exact same issue. Order emails just stopped! We didn't change any settings and the setting is still the same. Square, help.

[BernadetteA]

Thanks for reaching out, @villagebeer 👋

There are some situations where our emails may be blocked or delayed by your email provider (which we have no control over). If you can’t find the messages in your inbox or spam folders, and you truly believe the messages aren’t coming through, then we encourage you to whitelist a few of our emails related to your Square Online site to help keep them from being blocked or delayed.

Whitelist the following email addresses by adding them to your contacts:

• hello@weebly.com
• noreply@weebly.com
• no-reply@weebly.com
• hello@emails.weebly.com
• noreply@promote.weebly.com
• no-reply@editmysite.com

[mckayrt]

The whitelist suggestion doesn't help.  I'm having the same problem, email notifications suddenly stopped, so I have no idea an order was placed.  Square is ignoring the problem and blaming it on some the client.

[StaciWied]

I have set up an e commerce store online to sell my products.  However, I am noticing that I am not getting any e mail alerts when I get a new order.  I do have my settings set to send an email.  The only way I know that I have a new order is that I get my daily sales summary report email at the end of the day.  Any help on this?  

[Kassi_]

Welcome back to the Community, @StaciWied - 

I wanted to gather some more information on the issue you're seeing with your email alerts. 

Are you receiving other email alerts from Square? Did you check in your Junk or Spam folder for these alerts? 

I will keep an eye out for your reply👀. 

[MichianaCamp]

Hey @Kassi_, we're having the same issue.  We used to receive emails when online sales were made, but now they've stopped.  Not sure what's going on.

[mckayrt]

They're not going to spam or junk folders.

[mckayrt]

About 2 weeks ago I noticed we're no longer receiving emails an order was placed online by a customer.  Not knowing an order was placed is a serious problem. I've been using Square for several years and this never occurred previously.  I've called the help line and whitelisted suggested email addresses from Weebly, but still doesn't work.  They blame it on something outside their control, but if this is true, they need to another way to nofify me that an order was received.  Curiously, I receive all kinds of marketing material from Square/Weebly, so these come through, but nothing that an order has been placed.  I need help fast.

[_Violet]

Hi @mckayrt  - I'm sorry to hear that you're experiencing this issue with your Online Order email notifications.

If you're not receiving the email notifications, you can utilize the Orders tab on your Point of Sale or Square Dashboard. Where are you looking for the email notifications? Directly on your Point of Sale or mobile device in a web browser, or on a computer?

[mckayrt]

This didn't answer my issue/question.  As of about 2 weeks ago, I'm no longer receiving an email that an online order has been placed.  I've had Square online for years and suddenly, if an order is placed online, I don't get any notification.  In the absence of a notification, I'm not aware an order has been placed.  Square technical support people say they'll get back to me, but they fail to do so.  I've asked if they could at least text my phone, when an order has been placed, but they claim not to have this ability either.

[mckayrt]

On a computer.  I don't believe Square understands the problem we're having.  For years, I would receive an email stating an order has been placed.  When I received this email, I would ship the product.  This suddenly stopped 3 - 4 weeks ago.  Square support simply gives the "standard" check your spam/junk folder.  Well, everyone does that.  How about a REAL solution.

[mckayrt]

Square sends the email indicating when an order is submitted online.  This stopped about 4 weeks ago.  In addition, my customers are not receiving a receipt when an online order is placed.  It appears to me that Square is not addressing the issue or doesn't understand the issue.  But, it's frustrating when an order is placed online, and I no longer receive an email notifying me that the order was placed.

[mckayrt]

One more thing, MayaP (Square Community Moderator) also claims to be monitoring this issue.  Have you spoken with her/him?

[theunderground]

did you find a solution to this? I am all of a sudden now having this exact same issue happen out of nowhere. SO FRUSTRATING SQUARE!!!!!!!

[CRELLC]

I have not been with Square for long but have had several orders placed since I started my eCommerce site. At first, I was receiving new order emails and my customers were getting their order confirmation emails just as they should. But on 2/7/23, an order was placed and I had no idea until I received a Square email the morning of 2/9/23 informing me money had been sent to my bank account. Nothing in my settings has changed and there was no new order email in my spam or junk folders. Thankfully this time the customer was my aunt so she contacted me privately to see if I received the order. But this issue is very concerning and unprofessional. With so many scammers out there, customers need to know that their order has been received and being processed. I believe this is an issue on Square's end because as I said, nothing has changed on my end. However if I have done something wrong, please let me know so I can fix it.

[_Violet]

Hi @CRELLC  - I'm sorry to hear that this issue with your Square Online Store notifications has brought you to the Seller Community! 😥

This does sound off, but it's difficult to pinpoint what may be happening without looking at your account with you. For this type of issue, I suggest that you get in touch with our Support Team via phone or email. 

The best way to reach out is by phone because our team can look at your account with you and help you make adjustments in real time. If you haven't already, please reach out directly by logging into your Square account and heading here.

[mckayrt]

I've reached out by phone, but they don't have an answer, other than suggesting taking responsibility for the problem.

[CRELLC]

I haven't reached out yet but what you experienced doesn't sound encouraging. I have a full time job in addition to my side business, so calling during business hours won't work for me because I'm not at my home computer. I have not changed any of my ecommerce email settings and things were working fine at first and nothing is going to spam or junk. This is extremely concerning as I have confirmed that on the order which prompted my post, my customer did not receive any kind of confirmation email and I did not receive notification of the sale. I did, however, get notification a day later of payment being sent to my bank. I assume this issue also means that customers won't be getting email requests to leave feedback, either. I was using the free ecommerce version at the time the order was placed. Do you think one of the paid tiers would have better service? I have subscribed to the next level up, but I am just getting started with this as an online business and haven't had any orders since I went to the paid version.

[mckayrt]

I don't believe moving up to another (paid) level is the solution.  I've used the Square online product for several years and this issue started about 3 or 4 weeks ago.  It's my understanding Square/Weebly made internal changes about the same time.  After many phone calls I finally reached a different technical support person, who had a better understanding of the problem.  While not ideal, we made a single change in the setting Weebly/Square uses to notify the business owner that an order has been placed.  Here's how to fix the problem:  Log into your Square account.  At the far left side select "Online".  Then, select "Website".  Scroll down and select "Settings".  Select "Notifications".  Here you'll find the email address Weebly/Square uses to send notificatiion orders.  I simply added another email address and my problem was solved.   This is not ideal and it's unclear if the customer sees this alternate email address or not.   When selecting this 2nd email address, it probably needs to have a completely different domain(?) after the "@" symbol.  In other words, don't simply change the front side from "crellc@" to "info@".   It's likely the text after the "@" symbol that's the problem.  Ideally, Square needs to find a better solution for confirming orders.  It would also help if their technical people were easier to reach by phone.  It would also help, if the Square support person could put you in contact with a knowledgeable person, rather than making guesses.  

[CRELLC]

Thank you SO much! Even if its not ideal, at least its a solution, and I appreciate your sharing. I agree, though, that Square needs to correct this issue. It is crazy that domain names are causing the problem. Did they say if this also corrects the customer confirmation email receipt issue also? With all the scams going on out there, I want my customers to have confidence that their purchase has been made from a legitimate business and receiving an order confirmation email, shipping email, etc. is a part of that.