Support » Plugin: WP Mail SMTP by WPForms » Customers not receiving SMTP Mails

  • Resolved janiklipke

    (@janiklipke)


    Hi,

    I have a problem with emails being send from the shop. Initially our customers didn’t receive a lot of transactional emails when the emails where send with the traditional wp_mail functions.

    We did some research and switched to this plugin. We use Google workplace and the gmail smtp settings. A general email (support@) and name “Janik from SHOP” is used for sending the emails.

    The admin related emails all work however some customers still complain that they don’t receive the transactional emails. I can see all the messages being sent in the sent folder from Google. However the emails don’t reach the customers.

    Our template also uses the wp_mail function at a different part where it seems to be working.

    I’d like to know how we can do the debugging at this point and find the error.

    Thanks
    Janik

Viewing 4 replies - 1 through 4 (of 4 total)
  • hastibe

    (@hastibe)

    @janiklipke — I replied yesterday, taking the time to find and suggest an article (not of a competitor or anything like that) that I’d found helpful in troubleshooting a similar issue while using this plugin, and saw today that my post had been deleted, after receiving an email notification that this had been posted here (apparently deleted, too?):

    @hastibe
    It will be nice if you can leave plugin support to plugin support reps, without linking to external resources.

    I’m really confused about this–folks in these forums (who aren’t the plugin support reps) suggest external resources that are helpful in resolving plugin issues all the time, and I thought that these forums explicitly encouraged “users helping users” and that offering assistance (whether you are a plugin support rep or not) if you know a solution is “greatly appreciated”?

    @jaredatch, @capuderg, @sanzeeb3, could you clarify about this stance and explain a little more about about this? If you don’t want others to respond to posts in your plugin support forum, it would be nice if you at least said that in a sticky topic (though I am doubtful that the greater forum policies support this), so other users don’t waste their time responding to help, when the effort is not appreciated and will be deleted. This seems like a minimum courtesy to other WordPress users, no?

    Plugin Support Sanjeev Aryal

    (@sanzeeb3)

    Hi @janiklipke,

    Thanks for reaching out. When you get a chance, could you please send a test email from WP Mail SMTP > Email Test and see if there are any warnings about the DNS records? When you’re using a custom domain with Google workspace, Google’s SPF/DKIM records are required to be added to your domain. The emails are sent from your site as the emails are in your ‘Sent’ directory – so it is possible that receiving mail server can’t verify the sending domain due to lack of or incorrect records.

    @hastibe – While I don’t see/read the deleted post, the comments with links to the external resources are usually deleted by the forum moderators because the link can change or the site might no longer exist. It would be better to provide an extract of how you solved the problem.

    I hope this helps!

    hastibe

    (@hastibe)

    @hastibe – comments with links to the external resources are usually deleted by the forum moderators because the link can change or the site might no longer exist. It would be better to provide an extract of how you solved the problem.

    @sanzeeb3 — respectfully, completely deleting a comment because a link in the comment might not be useful at some point in the future is silly (and harmful to the purpose of the forum, honestly)–it’s really throwing the baby out with the bathwater.

    Besides, the resource I linked to was a tool (GMass’s “Inbox, Spam, or Promotions” tool–I hope it might be useful for you, @janiklipke!); there aren’t steps that I can re-create here–the tool either is helpful, or it isn’t.

    Plugin Support Sanjeev Aryal

    (@sanzeeb3)

    Hi @janiklipke,

    We haven’t heard from you in a while, so I’m going to go ahead and mark this ticket resolved. If you still have questions, though, please feel welcome to continue the conversation.

    @hastibe – Please know that we don’t have access to delete your posts or comments. If you have any further discussion, please contact forum moderators. There is the specific guideline about external links.

Viewing 4 replies - 1 through 4 (of 4 total)
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