Automatic emails for transactions

[AndyCam]

My 'payment received' automatic emails have stopped arriving .

My host says its definitely not their end that the issue is with but after nearly 24 hours i am still waiting for a response from square which i feel is poor

Has any one else had this?

Domains are white listed so they're not landing in junk

[Breffni]

Hi @AndyCam, thanks for flagging this. Sorry to hear you have not heard back form our support team just yet, we try to respond to all email queries within 1-2 business days.

First can you please double check this notification setting is still enabled on your account. From the Account & Settings section of your online Square Dashboard and in the Email Notifications section, you can set your preferences for transactional emails:

1.  Scroll down to Transactional Emails.
2. Click Per Payment to receive an email after every completed transaction.
3. Click Save to save your preferences.

If this is all set up correctly still, it's possible there's an issue with the Deliverability Status on some emails from your account. 

I can't check this here, the fastest way to double check this would be call our support team directly, they'll be able to check the settings and make any amendments if necessary.

I hope this helps!

[AndyCam]

recently this has become an issue again, presumably from an update or bug.

I set it to 'per transaction' and i receive a few notification emails that i have received payment then it will turn off again so i have to go to dash board notifications etc to turn it back on.

Its very annoying

[AndyCam]

I am again having issues with notifications defaulting to OFF.

I want transaction emails to be ON, i set them to ON in my dashboard and SAVE.

I will get one or two transaction emails then they stop.

If i go back to the dashboard they have defaulted back to OFF 

this is really annoying.

Square say they have checked my account and can see no issue then just send me instructions on how to do what i have already done repeatedly.

Has anyone else had this issue and how did you resolve as square don't seem interested in trying to understand that i have an issue that needs sorted

thanks

[Sineaid]

Hi @AndyCam,

Thanks for letting us know you're having trouble with this again. 

While we wouldn't be able to look into this for you at an account level here on the Community, I have reached out to our reporting team to check if there has been any recent maintenance/updates, that may have caused your notification settings to default to OFF.

I'll let you know as soon as I have a response. 

[Sineaid · Accepted solution]

Thanks for your patience while I awaited an update on this, @AndyCam 

Our reporting team was able to take a high-level look at your account, and believe that an anti-virus scanner or extension you have installed is causing this behaviour. The same team has investigated similar reports from other Sellers, and found this to be the root cause.

Unfortunately, there wouldn’t be anything you could action from your Dashboard to prevent this 3rd party software interacting with your preferences. However, we have previously seen Sellers resolve this by whitelisting our domains with their email service provider, and disabling any anti-virus or extension that includes the permission to auto-click the unsubscribe button on emails that are perceived to be carrying a suspicious link.

If you haven’t already, as a first step, I’d suggest whitelisting the following domains:

@squareup.com
@messaging.squareup.com
@communications.squareup.com

I hope this helps!

[AndyCam]

thanks for your reply

i don't run any anti virus programme and defender is generally turned off as the pc is rarely online and it affects other programmes i run at events if i do so i don't believe this is the cause.

I will whitelist the domain any but dont think this is going to solve anything.

thanks

Andy