WooCommerce does not ALWAYS send confirmation email of new order

Hi @garybrindley

Thanks for reaching out!

I understand that you are facing an issue where occasionally a new order does not trigger a confirmation email to the admin and it seems that the issue is not with the email reception but with the email sending itself.

Can you please check if this is happening to all orders on your site? Are there any patterns or similarities to this issue? Like, same products, same product type, same categories, same customer, same shipping location, etc?

As a first step, please verify SMTP settings to ensure that they are correctly configured for Gmail. Make sure that you’ve entered the correct Gmail email address, client ID, client secret, and authorized redirect URL. You can refer to this guide for setting up WP Mail SMTP with Gmail: https://wpmailsmtp.com/docs/how-to-set-up-the-gmail-mailer-in-wp-mail-smtp/

Please check email limits. Gmail has a daily sending limit of 500 emails for free accounts and 2,000 emails for paid G Suite accounts. If you’ve reached this limit, you may experience issues with sending emails. You can check your Gmail account’s sent emails to see if you’ve reached the limit.

Inspect email logs: WP Mail SMTP has an email log feature that records the details of every email sent through your site.

If you’ve checked the settings above and still the issue persists, please try to perform a full conflict test if the issue is being caused by a third-party plugin or your theme.

Let us know how it goes!

Hi @xue28

We’ve been through every suggestion:

1. It’s not on all orders (320 orders in May, 6 didn’t send email) – and there’s no discernible pattern
2. We use GMail (Google Workspace) with WP Mail SMTP to send
3. We don’t go over the limits
4. The logs show the emails were not sent (they aren’t in the log)
5. A conflict test in this scenario is no use to us – it’s so intermittent it would need to be live tested over a long period which isn’t feasible

Are there any other suggestions?

Hello,

To help with the next troubleshooting steps, please provide us with the following:

• It would be great if you share your System Status Report, found under WooCommerce > Status, on your site.

• And please share a copy of any fatal error log found under WooCommerce > System Status > Logs (if available).

Looking forward to hearing from you.

Hi Igor,

Thanks for looking into this. This page won’t allow me to paste the status or attach it so I’ve included in this onetimesecret link:
https://onetimesecret.com/secret/asvd2ul51xn4231usnv0u3bnshf7qp8

Thanks, Gary

Hi,

Upon checking the system report, it appears the email templates override the default. The email template override is most commonly used through the theme.

You can consider the following in this case:

1. Update issues: Overriding WooCommerce email templates may lead to issues when WooCommerce or related plugins are updated. New updates might bring new features, bug fixes, or changes in the default email templates, and if you’ve overridden them, those changes won’t be applied automatically to your custom email templates, leading to potential compatibility issues.

2. Maintenance and troubleshooting: Overriding WooCommerce email templates requires manual modifications in the email template files as you create, edit, or customize templates. Making it harder to isolate the cause of any problems.

3. Inconsistency and branding: Creating custom email templates may result in inconsistencies in your store’s branding, design, or functionality if changes are not carefully implemented.

I’d recommend taking these actions:

1. Switch to a default theme, such as Twenty Twenty or Storefront.

2. Deactivate all plugins except for WooCommerce, then reactivate them individually to identify the problematic one. Test the feature after each activation and deactivation. Further information on the conflict test can be found here. (As mentioned previously).

Also, you can reinstall WooCommerce to prevent any email template customizations. Prior to conducting this test, be sure to create a complete backup of your site. More information on installing and uninstalling WooCommerce can be found here.

Let us know how that goes for you.

It’s been a while since you responded, so I’m marking this as resolved – we’ll be here if/when you need us.

@garybrindley Was this ever resolved?
We have the same issue with only one out of 30 or so order missing the confirmation email. Other emails seem to be sent just fine.

Hi @tnoe ,

It seems you may be experiencing a similar issue to the one above.

Since each site setup differs, and in order to align with?forum best practices, please can you?start your own topic?and we’ll be happy to address your issue(s) separately.

Cheers!