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Notification emails not being received

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On 2/15/2023 at 9:00 AM, SuperShortGame said:

I used to get notification emails from my Squarespace sent to me after a sale was made on my website. That stopped happening a while ago and I cannot figure out why. I have whitelisted the email address but that did not solve the problem. 

I also have been having this issue for the past few months. We *never* receive notifications when an order has been placed anymore. Sometimes customers haven't been receiving notification emails either (though they usually do). When we opened a ticket with Squarespace, they claimed that their logs showed that the emails were being successfully sent out. We use gmail for our company email, what do you use? I've been wondering if something in the background in Gmail could have erroneously identified Squarespace emails as spam, but if so it's something higher level because it's not even letting those emails make it to our spam folders at all.

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I actually got to a customer service rep through chat a week or so ago and they said maybe my email host was blocking the emails. They then said there was a logjam on their end. They cleared the backup and the emails started flowing again. They could not re-send the emails that did not reach me, but I was able to get new ones. I do not use gmail. I have Godaddy as my host and I forward my emails to my hotmail account.

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  • 1 year later...

My client is experiencing this now. Was there any change on the Squarespace backend that might impact emailed sales notifications not being sent? Do you think it is the client's email server that's blocking these notifications? And if so how can we change that? Thank you! 

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