WordPress.org

Ready to get started?Download WordPress

Forums

Easy Digital Downloads
[resolved] Customers not receiving email with download links (24 posts)

  1. Seemap
    Member
    Posted 1 year ago #

    Everything is working great on the front end, but for some reason the purchase receipt email is not being sent.

    Both test payments and real payments made via PayPal are showing as "complete" in the Payment History (and PayPal sends purchase confirmations to both buyer and seller) but the buyer receives nothing from EDD. And the site admin (me) receives no notification that a sale has been made either.

    If you go to Payment History and click on Resend Purchase Receipt you get an alert saying that the email has been sent but actually the customer receives nothing at all (have also had them check in spam folder).

    I have checked and rechecked all my settings, tried with 3 different purchase email addresses (in case it is customers' email settings that bounce the email) but no joy. I am at a loss where to look next. The only other plugins I have running are MediaElements.js, a video player, and Async Social Sharing widget.

    If you can provide any pointers, I would really appreciate it!

    http://wordpress.org/extend/plugins/easy-digital-downloads/

  2. Seemap
    Member
    Posted 1 year ago #

    Oh, and I'm also running Headway Themes, if that might make a difference. But everything looks fine from the front end, as mentioned. And using EDD version 1.1.3.2. Thanks!

  3. Seemap, do other email notifications work in WP, such as new comments and new user registrations?

    It sounds like your wp_mail() isn't functioning properly (this is pretty common). The easiest work around for it is to install the Configure SMTP plugin and set WordPress to send email via an SMTP server.

    I assume you set the from name, the subject, and the contents of the email? Have you given your downloadable product a source file?

  4. Seemap
    Member
    Posted 1 year ago #

    Pippin, thank you so much for your quick and helpful reply. It was indeed a problem with wp_mail(). I hadn't come across this issue before as the site is not live yet and there are no blog comments. Everything works perfectly now after routing mail via SMTP. Thanks again, and also for your great plugin.

  5. Great to hear!

  6. footyblogger
    Member
    Posted 1 year ago #

    Hi,

    I'm having the same issue, whereby customers are not receiving the purchase email with the download link in, nor am i getting an email to say a purchase has been made.

    I've downloaded the configure SMTP Plugin like you say, but i have no idea how to set it up, can you please advise how to do this?

    Thanks

  7. Do you have a Gmail account by chance?

  8. footyblogger
    Member
    Posted 1 year ago #

    I do, but i'd rather not use it to send emails that are supposed to be from my website.

  9. Seemap
    Member
    Posted 1 year ago #

    I used the SMTP server provided by my hosting company, it's pretty straightforward: just get the details from your cpanel (or whatever admin system they provide) - they will normally provide your SMTP server and port information under the email settings. That way the email will be sent from your website, and not have the "via myprivateaddress@gmail.com" or whatever the header is Gmail attaches.

  10. footyblogger
    Member
    Posted 1 year ago #

    Thanks Seemap, Yeah i found those details in my cpanel, but when i entered them i still got the message "could not connect to SMTP host" when i tried a test email.

    I also received this same message when i put my gmail details to test to see if it would at least work with those. Not really sure what else to try!

  11. When using Gmail, the emails will still be sent from your site and the recipients won't know the difference.

    For it to work with Gmail, I believe you have to enable it in your Gmail settings. Go to Settings > Forwarding and POP/IMAP, then make sure that POP and IMAP are both enabled.

  12. footyblogger
    Member
    Posted 1 year ago #

    Hi Pippin,

    Both those options are enabled in my gmail already, yet i still get the error message saying "could not connect to SMTP host" which is strange. Just a thought, but would it be better to have the purchase email sent as 'plain text only' to avoid possible ISP spam filters?

    Also, a seperate question, when people purchase downloads, they appear in the payment history many times. This is just one person's purchase, for which i received one payment (although they didn't receive the email with the download link), but they are listed 5 times in the payment history report:

    3360 xxxxxxxxxxxxx@googlemail.com
    Edit | Delete
    View Order Details
    Purchased File

    * xxxxxxxxxxxxxxxxx - £2.50

    Discount used: earlybird

    Total: £2.50
    Buyer's Personal Details:

    * Name: xxxxx xxxxx
    * Email: xxxxxxxx@googlemail.com

    Payment Method:
    PayPal
    Purchase Key
    xxxxxxxxxxxxxxxxxxxxxxxxx

    Close
    £2.50 July 26, 2012 Pending

    3359 xxxxxxxxxxxxxx@googlemail.com
    Edit | Resend Purchase Receipt | Delete
    View Order Details
    Purchased File

    Discount used: earlybird

    Total: £0
    Buyer's Personal Details:

    * Name: xxxxx xxxxx
    * Email: xxxxxxxxxxx@googlemail.com

    Payment Method:
    PayPal
    Purchase Key
    xxxxxxxxxxxxxxxxxxxxxxxxx

    Close
    £0 July 26, 2012 Complete

    3358 xxxxxxxxxx@googlemail.com
    Edit | Delete
    View Order Details
    Purchased File

    * xxxxxxxxxx - £2.50

    Discount used: earlybird

    Total: £2.50
    Buyer's Personal Details:

    * Name: xxxxx xxxxx
    * Email: xxxxxxxxx@googlemail.com

    Payment Method:
    PayPal
    Purchase Key
    xxxxxxxxxxxxxxxxxxxxxxxxxxx

    Close
    £2.50 July 26, 2012 Pending

    3357 xxxxxxxxxxxx@googlemail.com
    Edit | Resend Purchase Receipt | Delete
    View Order Details
    Purchased File

    Discount used: earlybird

    Total: £0
    Buyer's Personal Details:

    * Name: xxxxxx xxxxx
    * Email: xxxxxxxxxx@googlemail.com

    Payment Method:
    PayPal
    Purchase Key
    xxxxxxxxxxxxxxxxxxxxxxxx

    Close
    £0 July 26, 2012 Complete

    3356 xxxxxxxxxxxxxx@googlemail.com
    Edit | Resend Purchase Receipt | Delete
    View Order Details
    Purchased File

    * xxxxxxxxxxxxx - £2.50

    Discount used: earlybird

    Total: £2.50
    Buyer's Personal Details:

    * Name: xxxxxx xxxxx
    * Email: xxxxxxxxxxxxxx@googlemail.com

    Payment Method:
    PayPal
    Purchase Key
    xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

    Close
    £2.50 July 26, 2012 Pending

    Only one payment was taken and it went through in paypal, so all is ok from the buyer's perspective, but why are so many records created for their purchase?

  13. That is really odd . . .

    Using plain text emails is an idea, though it makes a few of the purchase receipt features impossible, primarily the option to have nice purchase receipt templates.

    Do you always get multiple entries into the payment history, or just this one time? It looks like what they did was submit the order 5 times, but only paid once.

  14. footyblogger
    Member
    Posted 1 year ago #

    Two of them have come out like this, the others have just been one line in the payments history - maybe they are using their browser back button or something during their purchase?

    No sales or earnings are reported in the reports section though despite downloads being made, only the third graph for earnings per month has anything registered.

    Also, is it worth turning on the "Alternate Paypal purchase verification' and 'Disable paypal IPN verification' as all payments have come through as pending so far and i've had to manually set them to 'complete' in order to send the download links to the customer?

  15. esmi
    Forum Moderator
    Posted 1 year ago #

  16. Sales and earnings reports are only altered once a payment is marked as complete.

    It's possible that the user is hitting the back button, though that's strange that they'd hit it so many times. The pending payments are recorded as soon as the user is directed to Paypal, so they would have to go to PayPal and then click back to your site 5 times for this to happen. It's possible, though odd.

    Yes, please check the box for Disable PayPal IPN. Also as Esmi pointed out, PayPal has been having some problems lately. The option to Disable the IPN will quite likely resolve the issue though.

  17. footyblogger
    Member
    Posted 1 year ago #

    That does sound odd. Other payments have since come through on a single line, so i'll put it down to something crazy being done by the user.

    I've checked the box for disable PayPal IPN but payments are still not getting marked as complete and therefore emails with download links are not being sent. i'm having to manually set them to complete in the payments history in order to send download links out. Not sure what else to try...

  18. There are a couple of things it could be. First, please take a look at the FAQs here. There is one related to PayPal's IPN. If none of those do the trick, let me know.

  19. footyblogger
    Member
    Posted 1 year ago #

    I've tried a few things, i've managed to get an SMTP plugin working
    http://wordpress.org/extend/plugins/wp-mail-smtp/
    I used the same settings as i put in to the configure SMTP plugin and this one works which is curious, but it hasn't had any effect on completing payments or sending the confirmation email - it says in the FAQs that it only works if a plugin uses the WP_Mail() function and won't work if the plugin calls the php's mail() function. I take it Easy Digital Downloads uses the WP_Mail() function?

    With regards to the IPN, Paypal is sending them for every purchase and according to my account it has successfully completed, returning a 200 response code.

    As per your FAQ's i've enabled the IPN option inside my Paypal account and posted the URL you specify as the IPN option was disabled previously inside my account. After testing, doing this hasn't had an effect by having it enabled or disabled inside my Paypal account or checking/unchecking the box in Easy Digital Downloads Payment Gateways for the enable/disable IPN option.

    Not sure what else it can be, other than waiting to see if Paypal have had an IPN issue as Esmi highlighted.

  20. If the payments are not getting marked as complete, the purchase receipt will not be sent, so the IPN issue needs to be worked out before we worry about the emails being sent.

    Are you testing payments with PayPal sandbox or in live mode?

  21. footyblogger
    Member
    Posted 1 year ago #

    Am testing in live mode with a seperate Paypal account.

  22. Are you familiar with the PayPal sandbox? If so, can you test with sandbox mode?

  23. footyblogger
    Member
    Posted 1 year ago #

    I'm not massive familiar with it, but I created a test account and used it while in test mode to place an order for the download. The order stays as 'pending' in the payment history though and no emails are sent or received.

  24. Ok that's what I wanted to check, just to make sure it did the same thing in test and in live mode.

    Alright, so the problem is almost definitely due to a security check in the payment verification process that is failing. Is it possible for you to send me admin access so I can check it out? If so, send it to pippin(at)pippinsplugins(dot)com

Topic Closed

This topic has been closed to new replies.

About this Plugin

About this Topic