square messages troubles? anyone??

[Yasmine_RN]

Hello, I've been experiencing some issues with square messages (app and online). To put it short: it won't send/receive any messages... The only error message I am getting is: '' An error occurred. Please try again later.''

This has been going on since 3-5 days now. Any trouble shooting ideas?

[Mohitb]

I am facing issues last couple of days and no response received yet. My square messages is up to date however it is not letting me text messages to my customers showing failed to send and not getting an option to attach photos. Please hel

[RUFFCUTZ72]

Same on my end. Unable fto send or receive messages

[Kassi_]

Hey there, @Mohitb & @RUFFCUTZ72 - 

Welcome to the Community! 

Yes, we are having an issue with Square Messages at the moment. Our engineers are working to get it resolved ASAP. In the meantime, I would recommend keep an eye on our Status Page for updates. 

Also, I have merged your thread with another where sellers are having a similar conversation. Thank you for your patience while we get this resolved. 

[nailsbyteressa]

Same here. Can't find a way to fix it and can't find a way to contact square.  Thinking I'll have to switch to another booking app 😞

[Kassi_]

Hey there, @Yasmine_RN & @nailsbyteressa 

Thank you for posting about the issues you're seeing with your Square Messages. We are having a current issue with Messages and our engineers are working to get is resolved as soon as possible. 

Keep an eye on our Status Page for updates for this disruption: https://ca.issquareup.com/. 

Appreciate your patience!

[Kassi_]

Hello! 

I wanted to come back to this thread to let everyone know that this issue has been resolved and our Messaging services are fully operational. Your patience was greatly appreciated while our engineers and third party partners worked getting this resolved. I know that not being able to use a tool due to technical issues outside of your control can have sever impacts on your business. 

We apologize for any repercussions this feature outage has caused. We are dedicated to reducing outages and outage time frames so that  your Square products are not a source of stress in the future.

[jackyff8]

So after 2 weeks of SMS outage. I checked on square server status that it has been resolved. 

Unfortunately, sending sms is still unavailable. Can someone from support or any business owners enlighten me on the situation? 

[_Violet]

Hi there, @jackyff8 - I'm sorry to hear that you are still experiencing some issues with SMS Messages.

Please reach out to our Support Team so they can report this directly to our Engineers. If you'd like to speak with our Support Team by phone, you can give us a call at 855-809-9000 (English Support) or 855-700-2000 (French Support) between Monday-Friday 6:00 AM - 6:00 PM Pacific Time.

[TJ2]

We sometimes have to give out our email to clients for e-transfers or to send us photos for their work orders. Every time we go to send/text a message with an email in it, our message gets blocked from being sent to our client

This has been ongoing since the messaging system went down the last time.

Square is making us go backwards in our work progress, and again no one answering me via support. I'm being bounced around from one person to another with no communication. 

[TJ2]

Has anyone gotten any answers from Square in regards to blocked SMS communication with clients yet? I've bounced around three different people and all stopped communicating with me. 

We use the SMS to let clients know that their orders are ready for pick up.  Now we are blocked from updating or letting clients know anything.  Unless, they message us first. NOT GREAT CUSTOMER SERVICE!!! Businesses are the ones to message first and update clients. Not the other way around.

As well, all messages sent to clients that include our emails for them to send us photos or e-transfers are also being blocked. Other messages are sent except the ones which includes emails. This impedes our work load, and we have to find another avenue to communicate such as a planned phone call to exchange this information. It's a bloody headache!! 

[Michael_L]

It sounds like a tricky issue, I've fought with this sort of thing before (not with Square though).

Could your sender reputation have been compromised by spam reports?  Perhaps the blocking is on the client end, like from the phone or email providers, and not directly a result of Square.  I'm not sure, just throwing out ideas...

My phone blocks or filters all messages from sources I don't already know so I'd actually prefer that you can't message me unless I message you first.  Do you use an opt-in system for text messages?

[TJ2]

It was working before it went down. Now it is not. I even tested on myself/text. Trying to send myself our email to send photos and ANY message that has an email to it will not go through. 

Square is not answering. Even if there is nothing they can do, they should at least answer. Next week I'll be calling three times a day, sending emails twice per day, and starting a new complaint once per day with Square until someone gives me an answer.

Let the games begin 🙂

[MudPieBakery]

Square support told me that they are no longer supporting this feature at this time.  Going forward sellers have to have gotten sms communication directly from the customer before they can send an SMS reply.  Sellers are no longer able to initiate SMS communications through square. 

[jackyff8]

Any idea when this issue will be resolved? I still cannot send the client messages without them replying first. This is seriously compromising my customer service as I need this feature to send an initial message after I've confirmed their appointment. If this is a feature that will no longer be offered, please let me know so I can plan accordingly. I use square payments and appointments because it's easy and a good ecosystem and there is a price premium vs the competitor, but if this crucial feature is not coming back and not being fixed, then I will just look for alternatives. I've been struggling with this outage for the entire month of December and it is quite astonishing how long it took to fix SMS and now this sending feature there is absolutely no timeline for it to be coming back. On your server status (https://ca.issquareup.com/), everything is green so I'm assuming you guys won't fix this correct? I have a 2nd store coming and I just bought another Terminal machine. Please let me know what is going on, if it's not going to be fixed. I'll have to transition both the payment and appointment to another provider who can offer these services. 

[jackyff8]