woocommerce order emails not sending to all devices

  • Resolved Oak Web

    (@oak-web)


    3 years, 1 month ago

    Hi

    I manage a site for a client that is a woocommerce shop.
    Everything has worked fine for many years and all themes and plugins are up to date.

    Here is the problem:
    When someone orders from the site, the order email goes to my client’s email address.
    However, in the past it has sent to ALL their devices – 2 computers, a tablet and 2 mobile phones.
    Other emails from their suppliers etc still go to all devices.
    However, about a week ago, although nothing on the site changed, the order emails are now only going to one device; whichever is open to receive the email.

    The email provider involved is Bigpond, Australia’s biggest.
    We tried changing to a domain email for the orders, but the message still only went to one device.
    The server shows the email as successfully sent.

    So what I cannot understand is where this problem could be originating.
    As I said, regular emails (not from the website) still go to all the devices.
    It is only the emails from the website that go to just a single device.

    About 6 weeks ago I moved the site to a newer server (for other reasons such as speed) and for 5 weeks the emails sent to all devices as they should.

    I am at my wit’s end trying to figure out what might be causing this.
    Does anyone have any suggestions I could try?

    Thanks for any help you can offer

    Jane

    The page I need help with: [log in to see the link]

Viewing 6 replies - 1 through 6 (of 6 total)

  • The email isn’t sent to each device – it’s sent to a single email server.

    If certain devices are not receiving it then that device is not set up correctly!

    Hi @oak-web

    If the order emails are going to even one device, that confirms there is no issue with the emails being generated or sent out from WooCommerce. As seank123 correctly stated you need to check if any settings in the other devices have changed after maybe some software upgrade from the service provider or something of the kind?

    You may also want to check with the handset providers’ support desk if need be.

    There could also have been some email filter introduced into the mail application of those devices.

    Thread Starter Oak Web

    (@oak-web)

    Thank you so much for replying, seank123 and Margaret S.

    I completely agree with what you both say.
    If the emails go to even one device (and they do) then the emails are working correctly.

    That’s why I came here though, as a sort of last resort, because this issue just makes no sense what-so-ever!

    Really tearing my hair out here because the client is certain that other emails to the same email address go to all devices and swear it is ONLY the emails from the website that only make it to one device.

    They swear they have changed nothing, and I do believe them.

    It’s a puzzle that I cannot find any answer to.

    Mirko P.

    (@rainfallnixfig)

    Hey @oak-web,

    Depending on the email service provider there may be an option to keep emails on the server without deleting them automatically after they download.

    In fact, if you don’t have this option enabled only the first device that will retrieve the email will get it. All other devices will not.

    I would definitely recommend that you get in touch with your email hosting provider that is in the best position to assist you further with this.

    I’m going to close this thread now. Feel free to open a new topic if you have questions related to WooCommerce.

    Cheers.

    Is the email account set up as IMAP or POP3?

    Thread Starter Oak Web

    (@oak-web)

    I reckon it is set up as a POP3 – I wonder if that is the cause?

Viewing 6 replies - 1 through 6 (of 6 total)
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