Hi @therilanzo ,
Thanks for reaching out! I understand how important it is that your customers receive order confirmation emails reliably.
Since emails are being sent correctly when orders are placed directly from your site, this seems specific to orders placed via Instagram’s in-app browser. In some cases, in-app browsers (like Instagram or Facebook) can block or interrupt parts of the checkout process, especially scripts related to session handling or email triggers.
Here are a few steps to help troubleshoot:
- Check Email Logs: If you’re using an email logging plugin (like WP Mail Logging), see if the email is being generated at all for these Instagram orders.
- Confirm Order Status: Are these orders being marked as processing or completed? WooCommerce only sends order emails for certain statuses.
- Use SMTP for Email Delivery: Consider setting up SMTP to improve email reliability across all sources. Here’s a helpful plugin: https://wordpress.org/plugins/wp-mail-smtp/
Let us know what you find!
Installed WP Mail Logging and i placed the order thru instagram. Same issue exsist. Payment was successful. After successful transaction when it redirects to the website nothing happens. Then I checked wp mail loggging no mail was triggered. In the woocommerce orders panel it is showing under “Pending Payments” status. I am using wp mail smtp. Any idea how to proceed furthur?
Hi @therilanzo,
Thank you for sharing those details and trying out WP Mail Logging. I completely understand how important it is for your customers to receive order emails promptly.
Since your WooCommerce orders are showing a “Pending Payment” status, the order emails are indeed not being triggered. WooCommerce only sends order emails once the payment is confirmed and the order status updates to “Processing” or “Completed.” Even if the payment was successful on the gateway side, if the order status remains “Pending Payment,” emails won’t go out.
To help us dig a little deeper, could you let us know when this issue first started? Was it after any recent plugin update, change to your payment gateway, or anything else you’ve noticed? Also, which payment gateway plugin are you using to process these Instagram orders?
Finally, please share your System Status Report from WooCommerce → Status → Get system report, and paste it to https://pastebin.com or https://quickforget.com. Once we have that, we’ll be in a better position to investigate the cause and suggest a fix.
Looking forward to your reply so we can help get this sorted!
Hi there,
As we haven’t received a response in some time, I’ll mark this ticket as resolved. Please don’t hesitate to reach out if you need further assistance.
Apart from this, if you’re happy with our plugin and the support you’ve received, we’d really appreciate a review: https://wordpress.org/support/plugin/woocommerce/reviews/#new-post
