Not receiving appointment requests

[95746]

As of a day or so ago, I've stopped receiving email alerts of appointments booked with our staff. We have it set to confirm appointment requests, but when we don't know the request has been made, it's a problem.

No changes have been made by me (the only admin of our business). Anybody else experiencing this problem? Any workarounds?

[Summer2024 · Accepted solution]

Hi @95746 ! 

I am sorry that not receiving appointment request notifications has brought you to the Square Community.

Who is your email host? Sometimes there can be a disruption with the email host. I'm sure you have, but please check your spam folder as well. For some reason, emails can go there for no reason other than your email host thinks they are spam. 

If you haven't already, please follow these directions and whitelist the following emails for Square to ensure nothing goes to the spam folder: 

To "whitelist" emails from Square, add the following domains to your email filter's safe list: @squareup.com, @messaging.squareup.com, and @communications.squareup.com; this ensures that important Square notifications like transaction updates, account alerts, and marketing emails reach your inbox without being flagged as spam. 

I'll be on the lookout for your response. Once I know who your host is, I may be able to troubleshoot - or our Support Team can take a look. 

[95746]

Gmail is our provider. I receive dozens of other emails from the aliases, just not new appointment requests. I’ve checked the blocked messages and they’re not showing up there either.

[Summer2024]

All notifications can be managed from Appointments > Communications in your Square Dashboard...were you able to check there and make sure everything is still set the same to receive appointment request notifications?

[95746]

Yes, everything is turned on. The communications in the section you specified is for customer communications - not communications sent internally. In other words, any ability to toggle the communications we receive as a company, and me specifically as the administrator is missing entirely.