Emails not sending

Hi there,

Thanks for reaching out!

I have a website where I offer free download and paid services. When someone “buys” a free download service, they receive the order email. But when some buys a paid service, they mostly don’t receive the order email.

Can you please specify if the same default WooCommerce email is used for both free and paid products, or you have an additional plugin for these emails?

https://docs.woocommerce.com/document/configuring-woocommerce-settings/#section-18

In any case, I’d suggest going through the steps outlined in our email FAQ:

https://docs.woocommerce.com/document/email-faq/

One of the steps includes using WP Mail Logging plugin to determine whether this is an issue with one of your emails or this is just a deliverability issue.

If you are using a third-party plugin for certain emails – you may also want to reach out to the support team of that plugin.

The default WooCommerce emails are sent using wp_mail() function of WordPress and that method is not very reliable since there is no separate server specifically dedicated for emails. Getting an SMTP service provider is the most reliable way to resolve email deliverability issues.

I hope this helps!

I’m using woocommerce fot both paid and free products.

I’ve installed a SMTP plugin but the emails still not working. It mostly happens with the paypal payments.

Hi there,

I’ve installed a SMTP plugin but the emails still not working. It mostly happens with the paypal payments.

Have you checked if these emails are not sent out at all or they are sent out but not received?

If you are using an SMTP service and the emails are shown as sent in a plugin like WP Mail Logging – you may want to reach out to your SMTP service provider.

Email deliverability is a complex topic and the behaviour you’re observing is not something unique to WooCommerce plugin. Usually, it’s a matter of server configuration.

Do let us know if the emails are not sent out at all though.

I’ve checked it and they are not sent out, so it’s probably a problem from woocommerce.

Hi there,

> I’ve checked it and they are not sent out, so it’s probably a problem from woocommerce.

Sorry for the delay and thank you for confirming!

You’ve mentioned earlier that the emails are not sent out when the order total is not 0 and the payment is made via PayPal.

Are you using the default PayPal Standard payment method or an additional PayPal plugin? If it is a plugin – please send us a link to that.

Does the order status change to “processing” or “completed” after the payment is made in these cases, or does it stay “pending payment” and then changes to “cancelled”?

If it’s the latter – there might be issues with IPN notifications:

https://docs.woocommerce.com/document/paypal-standard/#section-6

If the order status changes to “completed” – you may also want to do a plugin/theme conflict test:

https://docs.woocommerce.com/document/how-to-test-for-conflicts/

Please also copy your System Status Report from WooCommerce >> Status and paste it here.

Thank you!

Hi there,

We haven’t heard from you in a while so I’ll be marking this thread as resolved.

Feel free to open a new thread and link to this one if you have further questions though.

Have a wonderful day ahead!