Known Issue with sending Square Messages (11/29/22 - 12/14/22)

[Mtbresnan]

The title of this thread has been edited by a Square Moderator from the original: "Square Messages is currently experiencing issues sending text messages."

Is anyone also having problems with text messages failing to send. And receiving this message:

“Square Messages is currently experiencing issues sending text messages. Messages may not send as expected.”

[_Violet · Accepted solution]

Hi @Mtbresnan, @Zeuspmu, and @allisonlrhoades - Thank you all for posting here in the Seller Community. I'm sorry to hear that you are being impacted by the ongoing issue with Square Messages.

This particular issue has been taking a little longer because we are working alongside a third party in order to resolve it. Our engineers and our Square Messaging Product Team are aware of this issue and are currently investigating a solution with third-party mobile carriers. 

In the meantime, we will continue to update issquareup.com with the latest details. Sorry that we have not been posting updates as often on this one. We don't have new information at this time, but this issue is certainly prioritized by our engineers and they are still working on it. We thoroughly appreciate your patience and understanding until this is fully resolved.

I hope this information is helpful but please do let me know if you have any additional questions by replying to this thread. 

[Zeuspmu]

Yes. So annoying. How has square not fixed it already?! I’d understand a few hours but it’s been 2 days

[jackieGPR]

When sending message through appointments, none of my messages are sending. Im getting an error: Message not delivered. This just began November 30, 2022. I use the message option to communicate with my clients without having to send an SMS. But now, none of my messages are going through. 

[_Violet]

Hi @jackieGPR - Thanks for reaching out to us here on the Square Seller Community👋

I went ahead and merged your post to an existing thread where other Square Sellers have discussed this issue as well. We merge duplicate conversations together to keep like comments in one place, and to make it easier for others to find the thread in the future. 

I'm sorry to hear that you too are being impacted by this known issue with Square Messages 😔 In the thread above, I have provided some additional details in the post that has been marked as the "best answer". If you have any further questions, please let me know and I would be happy to address them for you.

[Callie970]

its Dec 7 this issue still hasn't been resolved. I  am going to have to text thru my cell phone to relay all the messages of new services, I didn't realize this has been going on since NOVEMBER

[allisonlrhoades]

Yep, having the same issues. 

[_Violet · Accepted solution]

Hi @Mtbresnan, @Zeuspmu, and @allisonlrhoades - Thank you all for posting here in the Seller Community. I'm sorry to hear that you are being impacted by the ongoing issue with Square Messages.

This particular issue has been taking a little longer because we are working alongside a third party in order to resolve it. Our engineers and our Square Messaging Product Team are aware of this issue and are currently investigating a solution with third-party mobile carriers. 

In the meantime, we will continue to update issquareup.com with the latest details. Sorry that we have not been posting updates as often on this one. We don't have new information at this time, but this issue is certainly prioritized by our engineers and they are still working on it. We thoroughly appreciate your patience and understanding until this is fully resolved.

I hope this information is helpful but please do let me know if you have any additional questions by replying to this thread. 

[Angelicakes]

I am having the same issue but I would like to tie my business number to it. Is this possible?

[kirtonjr]

I'm having the same issue with my messages.

[_Violet]

Hi there, @Angelicakes and @kirtonjr 👋

If you haven't already, please reach out directly to our Support Team by logging into your Square account and heading here. Our Support Team will be able to add your Square account to the ongoing Support Ticket for this issue. This will let our Engineers know who has been affected and the breadth of impact.

Our Support Team will keep an eye on your case so they can let you know once the issue has been resolved. Additionally, we will post an update on issquareup.com when we have confirmation of a fix from Engineering.

Please let me know if I can be of help with anything else!

[Ciaociao]

Do you have an update on this issue? It's been days and it's making look very unprofessional. 

[YCALUXLASH]

Very! And hard to keep track of what staff has contacted who saying what since we're having to use our personal sales... it's been DAYS ! 

[Dem]

Please help my messages haven’t been working 

[SassyManeSalon]

Messages haven't been working since November 30th. When will it be resolved?

[Alexandra_PBG]

I understand 1 day or even two but it’s been a week.  My business looks very unprofessional and so does yours.  The amount of hiccups with your company with not only this messaging but many times I’m unable to even see ANY of my appointments or information for over a day is unbelievable. That has happened more than a few times.  I went with square even though they are more expensive for processing because they are not only a large corporation but they have many features. Well it does me no good if there is something always wrong.  

[stars52]

Will credits to our accounts be given?  I rely on the texting of reminders to get clients to their appointments so that I can pay you. 

[Zeuspmu]

I asked customer service for a credit this month and they responded saying “the issue will be fixed soon” and didn’t address my question about the credit at all. -.-

[thrpstcheryl8]

Ugh--yes, we should definitely receive some sort of credit as this issue is affecting our business and Square did not notify me (and I doubt they notified anyone) of this significant issue.

[SizeMatters]

We haven’t been able to send texts in over a week, and our customers are not receiving reminders for their appointments. We are losing business over this. 

[_Violet · Accepted solution]

Hi all - 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 on getting this resolved. I know that not being able to use a tool due to technical issues can be extremely frustrating and can have a severe impact on your business.

We apologize for any repercussions this feature outage has caused. I hope this information is helpful but please do let me know if you have any additional questions.

[woodcockre6]

Ummm, NO, it is NOT resolved.  "SMS messages can be sent as a reply to your customer's message." but you can't compose a message unless they message you first.  For example, when a client who normally has excellent attendance no-showed their appointment, I was unable to message them to check in with them.  Does Square plan to return messaging to FULL functionality, or is this the new normal?