Woocommerce randomly not sending new order notification emails

  • Resolved ljshopch

    (@ljshopch)


    11 months ago

    Hello, I’ve been using Woocommerce for years. For over a month, sometimes I don’t get a “New order notification” email. I’ve checked all the basic settings. I get orders all day and most of them send me a new order notification by email. Sometimes (about 1 in 10 orders) it randomly doesn’t send me the “new order notification”. I can open those orders and click “resend new order notification” but that does not work for those orders. It’s not a particular product. It’s not updates that are needed. It’s nothing I can put my finger on. It’s just randomly not sending this email when I get an order.

    For these same orders, the customer doesn’t get the email either which is even more worrying.

    installed the wp mail logging and these emails are not there. Not on failed nor successful so it seems that randomly some orders and not triggering the sending of the emails.

    All other emails work fine.

    Any help is appreciated.

    Thanks

Viewing 11 replies - 1 through 11 (of 11 total)
  • Plugin Support Shameem R. a11n

    (@shameemreza)

    Hi @ljshopch,

    It’s quite unusual for the new order notification email not to be sent for certain orders, especially since you’ve already checked all the basic settings and found no issues.

    To troubleshoot the issue further, you may consider installing a plugin such as WP Mail Logging. This will allow you to access all outgoing email logs from your site.

    Another thing to check is your email deliverability. Sometimes, emails may not be sent or received due to server issues or spam filters. You can use SMTP plugins like WP Mail SMTP to improve email deliverability.

    If the issue still continues, please review our email sending FAQ for help, troubleshooting steps and solutions here: https://woo.com/document/email-faq/

    Additionally, please can you share a copy of the following:

    • System Status Report: Navigate to WooCommerce → Status. Select Get System Report and then Download for Support.
    • Fatal Error log: Share a copy of any fatal error log found under WooCommerce → Status → Logs.

    You could copy and paste your reply or share it via Mozilla Community Pastebin and share the link here.

    In the meantime, you can run a conflict test to help you identify the cause of the issue. More info: https://woo.com/document/how-to-test-for-conflicts/

    Let us know how that goes for you. We’re here to assist you further if needed.

    Thread Starter ljshopch

    (@ljshopch)

    Hello, thank you for your answer.

    We are using WP Mail SMPT all emails are being sent except around 5-10% of the order confirmation emails. In those cases the emails do not even appear on the WP Mail Logging.

    Here is the system report: https://paste.mozilla.org/RfC5xBhO

    Fatal error logs: https://paste.mozilla.org/8wqZRxrj

    What troubles me is that it’s completely random. I tried to pinpoint a common issue between orders for which the emails were not delivered but without success.

    Thanks for the support.

    Luis

    Hey, @ljshopch!

    The links with the report and error expired, can you please send again so we can take a look?

    Can you please share a screenshot of the order notes on some of those orders? Please remove any sensitive information before sharing it here. I recommend using https://snipboard.io. You can share the direct link to the image as a response to this topic.

    Here’s an example of what we need:

    https://snipboard.io/ga15Gu.jpg

    Looking forward to your reply.

    Have a wonderful day!

    Thread Starter ljshopch

    (@ljshopch)

    Hello, please find here again the logs.

    Here is the system report: https://paste.mozilla.org/G0u7KYnJ

    Fatal error logs: https://paste.mozilla.org/aY68oTSu

    The order notes seems normal. A few minutes ago we had a new order and I was in touch with the customer who confirmed that no email was received confirming his order (we also did not receive any order confirmation for that same order). Here are the notes for that order anyway:

    https://snipboard.io/z352Md.jpg

    It’s in french but the notes are totally normal. Once again, this issues is totally random…

    Best regards and thanks for the support.

    Luis

    Plugin Support Shameem R. a11n

    (@shameemreza)

    Hi @ljshopch,

    Thanks for sharing further details.

    Unfortunately, It looks like the Pastebin expired again before we had a chance to check it. Could you please share it again with a longer expiration time?

    Additionally, it would be great if you could turn on the WP Debug mode. It will log all the errors on your site, which will assist us in diagnosing the issue more effectively.

    Looking forward to resolving this peculiar issue for you.

    Thread Starter ljshopch

    (@ljshopch)

    Hello, when activating the debug mode this appears on the front end:

    https://snipboard.io/URE3JW.jpg

    How to avoid this?

    Also I was not aware of the expiration time, I’ll increase it in the next time. In the meantime please let me know how to make those errors invisible.

    Thanks.

    Luis

    Hey, @ljshopch!

    Also I was not aware of the expiration time, I’ll increase it in the next time. In the meantime please let me know how to make those errors invisible.

    After enabling the debug mode, please run a test order, and get the debug log as explained here.

    Then you can disable the debug mode. ?? If the errors still show after disabling it, please let us know so we can assist you further.

    Then please share the debug log as well as the report and fatal errors so we can take a look.

    Looking forward to your reply.

    Have a wonderful day!

    Thread Starter ljshopch

    (@ljshopch)

    Hello, considering that this happens at random, how can this text be enough to find why this is happening?

    Just want to understand that before enabling debug mode and making the test order.

    Best regards,

    Luis

    Hello Luis@ljshopch,

    In order to diagnose the issue you’re experiencing, the debug mode is instrumental. It provides us with detailed logs and error messages which can help us identify the root cause of the problem, even if it occurs randomly.

    By enabling debug mode and making a test order, we can get a clearer picture of what’s happening behind the scenes if the issue occurs during that test order.

    We understand that you might be hesitant, but rest assured, enabling debug mode is a standard troubleshooting step, and it doesn’t affect your live site or customers.

    Hope this information is helpful.

    Thread Starter ljshopch

    (@ljshopch)

    Hello, these steps seem complicated. At least for me. Isn’t there a team that can fix this for me instead if I provide accesses ?

    Let me know if it’s feasible.

    Luis

    Hello Luis @ljshopch,

    We understand that some steps might be a bit complex, especially if you’re not technically inclined.

    To clarify, we do not have a team that can help you fix this, but I would recommend reaching out to a developer to assist you in completing the shared steps. The WooCommerce community is filled with talented open-source developers, and many of them are active on the channels listed below:

    Hope this helps!

Viewing 11 replies - 1 through 11 (of 11 total)
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