Missing phone number/comment box/ email from order email

Hi there @alfateam,

I have some issue, its missing phone number/comment box/ email from order email I receive ! Any help ? Woocommerce 3.7.1

I’m sorry to hear this! If I understood you correctly, whenever an order is placed on your site, order email is missing details such as phone number, comments, and email address. Is that correct?

If you place a test order on your site, can you replicate the issue consistently?

Also, could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status.
Select “Get system report” and then “Copy for support”.? Once you’ve done that, use https://pastebin.com/ to paste it here.

Cheers!

Yes, all the times is failing to send that data to my email. Here is it https://pastebin.com/FWp08fkT

Thank you !

Hi there @alfateam,

Thank you for the System Status report! I see that your theme not only overrides WooCommerce templates but also uses outdated ones, for emails specifically:

Versiunea lampa-lumina-polarizata/woocommerce/emails/admin-cancelled-order.php a 2.3.0 este dep??it?. Versiunea nucleu este 3.7.0
lampa-lumina-polarizata/woocommerce/emails/admin-new-order.php
Versiunea lampa-lumina-polarizata/woocommerce/emails/customer-completed-order.php a 1.6.4 este dep??it?. Versiunea nucleu este 3.7.0
Versiunea lampa-lumina-polarizata/woocommerce/emails/customer-invoice.php a 2.2.0 este dep??it?. Versiunea nucleu este 3.7.0
Versiunea lampa-lumina-polarizata/woocommerce/emails/customer-new-account.php a 1.6.4 este dep??it?. Versiunea nucleu este 3.7.0
Versiunea lampa-lumina-polarizata/woocommerce/emails/customer-note.php a 1.6.4 este dep??it?. Versiunea nucleu este 3.7.0
Versiunea lampa-lumina-polarizata/woocommerce/emails/customer-processing-order.php a 1.6.4 este dep??it?. Versiunea nucleu este 3.7.0
Versiunea lampa-lumina-polarizata/woocommerce/emails/customer-reset-password.php a 2.0.0 este dep??it?. Versiunea nucleu este 3.7.0
Versiunea lampa-lumina-polarizata/woocommerce/emails/email-addresses.php a 2.2.0 este dep??it?. Versiunea nucleu este 3.5.4
Versiunea lampa-lumina-polarizata/woocommerce/emails/email-footer.php a 2.3.0 este dep??it?. Versiunea nucleu este 3.7.0
Versiunea lampa-lumina-polarizata/woocommerce/emails/email-header.php a 2.3.0 este dep??it?. Versiunea nucleu este 2.4.0
Versiunea lampa-lumina-polarizata/woocommerce/emails/email-order-items.php a 2.1.2 este dep??it?. Versiunea nucleu este 3.7.0
Versiunea lampa-lumina-polarizata/woocommerce/emails/email-styles.php a 2.3.0 este dep??it?. Versiunea nucleu este 3.3.0
Versiunea lampa-lumina-polarizata/woocommerce/emails/plain/admin-cancelled-order.php a 2.3.0 este dep??it?. Versiunea nucleu este 3.7.0
Versiunea lampa-lumina-polarizata/woocommerce/emails/plain/admin-new-order.php a 2.0.0 este dep??it?. Versiunea nucleu este 3.7.0
Versiunea lampa-lumina-polarizata/woocommerce/emails/plain/customer-completed-order.php a 2.0.0 este dep??it?. Versiunea nucleu este 3.7.0
Versiunea lampa-lumina-polarizata/woocommerce/emails/plain/customer-invoice.php a 2.2.0 este dep??it?. Versiunea nucleu este 3.7.0
Versiunea lampa-lumina-polarizata/woocommerce/emails/plain/customer-new-account.php a 2.0.0 este dep??it?. Versiunea nucleu este 3.7.0
Versiunea lampa-lumina-polarizata/woocommerce/emails/plain/customer-note.php a 2.0.0 este dep??it?. Versiunea nucleu este 3.7.0
Versiunea lampa-lumina-polarizata/woocommerce/emails/plain/customer-processing-order.php a 2.2.0 este dep??it?. Versiunea nucleu este 3.7.0
Versiunea lampa-lumina-polarizata/woocommerce/emails/plain/customer-reset-password.php a 2.3.0 este dep??it?. Versiunea nucleu este 3.7.0
Versiunea lampa-lumina-polarizata/woocommerce/emails/plain/email-addresses.php a 2.2.0 este dep??it?. Versiunea nucleu este 3.4.0
Versiunea lampa-lumina-polarizata/woocommerce/emails/plain/email-order-items.php a 2.1.2 este dep??it?. Versiunea nucleu este 3.7.0

This definitely might be the reason why some information is not shown in WooCommerce emails. To confirm that, can you please switch your theme to Storefront and place a test order? Please check the emails to verify that all the fields are included now.

You can then reach out to your theme developer to ask to update your WooCommerce templates – https://docs.woocommerce.com/document/fix-outdated-templates-woocommerce/

Cheers!

That specific theme is long time gone from themeforest.net “This item is no longer available”. What other options do I have ?

Hi there @alfateam,

If you confirmed that the issue is caused by your theme (by switching your theme to Storefront and not seeing it anymore), I’d recommend you either look for another theme that doesn’t use outdated templates or hire a developer who’d fix your current templates for you.

Cheers!

Hi there @alfateam,

We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.