Customer not receiving order email

Hi @johnson17 ,

If I understand correctly, your customer didn’t receive the email after their order but the admin account got the email, right?

First, make sure the customer emails are enabled on WooCommerce > Settings > Emails page.

If those emails are enabled, install a email logging plugin like WP Mail logging and create a test order. Check if the customer emails are logged in the list.

If the email is logged but not sent, then please contact the email server/hosting provider to investigate why the email wasn’t delivered. If the email wasn’t triggered, look for fatal error logs in your WooCommerce > Status > Logs page. Let us know what you find.

Please also go through this email FAQ page that covers all email related problems: https://woocommerce.com/document/email-faq/

Thank you.

Hi,

Having two errors in their server environment under woocommerce status.

1) Soap client – your server does not have the Soapclient class enabled – some gateway plugins which use Soap may not work as expected.

2) multi bytes string – your server does not support the mbstring functions – this required for better character encoding. Some fallbacks will be used instead for it.

The email was back logged but didn’t send out.

Hey @johnson17,

Having two errors in their server environment under woocommerce status.

Regarding the two errors you shared, I recommend contacting your web host to discuss both of them as changes to the server configuration will be required to enable both those services.

The email was back logged but didn’t send out.

As the email was logged but not sent/ received by your customer this means that WooCommerce is using the standard WordPress systems to send the email but after that point, there is an issue somewhere in the process of the email leaving your server and being received by the external email service.

If you refer to the documentation my colleague linked to you’ll find a section on what to do if the email was sent, but not received.

After working through the steps outlined in the documentation you can place test orders on your website to confirm if the order emails are received.

Please let us know how you get on with that!

Kind regards,

We’ve not heard back from you in a while, so I’m marking this thread as resolved. Hopefully, the above info was helpful.

If you have any other questions, please feel free to open a new topic.