no email is generated by Woo

  • Resolved apply20

    (@apply20)


    1 year, 2 months ago

    Hello,

    We received a message from a customer who informed us that they didn’t receive an email confirmation after placing an order. We also did not receive a new order email regarding hers.

    I investigated the issue by checking our email notification settings, which are all enabled in Settings > Emails. Additionally, I reviewed the WooCommerce order status report, which indicated that the order is in the “processing” status (and payment was successfully processed via Stripe). I also referred to the document at “https://woocommerce.com/document/email-faq/” for guidance.

    To dig deeper, I installed the WP Mail Logging plugin, but unfortunately, no logs were generated when I placed test orders.

    Next, I tried enabling WooCommerce Payments troubleshooting mode, which disables all other plugins. I activated only the essential plugins: WooCommerce and WooCommerce Stripe Gateway. Despite these efforts, test orders continued to yield no emails, and there were no logs in WP Mail Logging.

    In an attempt to resolve the issue, I added an SMTP plugin (FluentSMTP) to ensure that WooCommerce was indeed attempting to send emails. However, even with this addition, no emails were being sent.

    I then reactivated Troubleshooting Mode and tested with only “WooCommerce,” “WooCommerce Payments,” “WooCommerce Stripe Gateway,” and “FluentSMTP.” Yet again, no emails were generated, and no logs were recorded.

    It’s important to note that all plugins are up-to-date and have not been modified by me. Do you have any insights into what might be causing this problem?

    Thank you in advance

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support Shameem R. a11n

    (@shameemreza)

    Hi @apply20

    From your detailed explanation, it seems like you have taken all the necessary steps to diagnose and resolve the issue. It’s indeed strange that despite all your efforts, no emails are being sent or logged.

    One possibility could be that there might be an issue with your hosting provider’s mail server. Some hosting providers may limit the number of emails sent per hour, or they may have issues with their mail servers that are preventing emails from being sent.

    To check this, I recommend getting in touch with your hosting provider. Ask them if there are any issues with their mail servers, or if they have any restrictions on sending emails.

    Another thing to check is the email address that WooCommerce is set to send emails from. If this email address is not valid, or if it’s not allowed to send emails from your server, this could be causing the issue. Check your WooCommerce email settings to ensure the “From” and “To” address is correct.

    Additionally, there could be a conflict with your theme. To rule this out, you can temporarily switch to a default theme like Storefront and see if the emails are sent. You can find a detailed explanation of conducting a conflict test here.

    I hope this helps! Please let me know how it goes, and if you have any further questions.

    Thread Starter apply20

    (@apply20)

    Thank you, Shameem, for providing the explanations. I reached out to the hosting provider, and they confirmed that there was no issue with the mail server. Additionally, I can send and receive emails from the email address I used in WooCommerce without any problems.

    Yesterday, a new update for the WooCommerce Payments Plugin was released, and I was hopeful that it would resolve my issue. However, after updating, I still encountered the same problem.

    As I attempted other solutions, I decided to reinstall the WooCommerce Payments plugin. Consequently, I deactivated and uninstalled it. Afterward, I initiated a test order and received email notifications on both the admin and customer sides.?I placed 5 more test orders and got emails every time and all the orders were also logged in the SMTP plugin.

    It seems the WooCommerce Payments plugin is causing the issue.

    Plugin Support Abhi G. a11n

    (@theabhig)

    Hi there @apply20 thanks for the details of the troubleshooting steps you have followed.

    Could you please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

    Please include a link to this forum thread, so that we can keep track of what’s already been done.

    We will be able to help you further there. When you create your support ticket, please also include your site’s System Status Report.

    You’ll find it at the top of the page under WooCommerce > Status > Get system report > Download for support (after you scroll down a bit).

Viewing 3 replies - 1 through 3 (of 3 total)
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