Hi @webreneszansz, I can see how concerning it feels when emails for your new digital product are not being delivered, especially since this is the message that carries the download link. You have already done a great job confirming that SMTP is active, the order status is correct, and other email notifications are working, which helps narrow things down. I am here to help you get this sorted.
When email notifications fail specifically for virtual or downloadable products, it often points to something in the hosting environment or a conflict with how the email is being triggered for that product type. Since you mentioned that physical product emails send correctly, this distinction gives us a useful direction.
Please run through the following checks so we can pinpoint what is happening.
First, confirm whether this only happens on downloadable or virtual products. If you have another downloadable product, testing with it can help isolate the issue.
Next, review your hosting provider email logs to verify whether WooCommerce is attempting to send the email for the downloadable order. Hosts often provide logs that confirm whether the email was generated or blocked.
Also, double check that the customer email templates for completed orders and downloadable products are enabled under WooCommerce, Settings, Emails.
To help us proceed effectively, please share your System Status Report using https://pastebin.com. This allows us to review your configuration in detail. You can get the report via WooCommerce, Status, then click Get system report, then Copy for support and paste it into Pastebin. Once we have the SSR and confirmation on the environment, we can continue with the right steps.
Hi,
I found the list of the sent emails at the hosting provider, but this list doesn’t include the mentioned emails, based on the email address and date of puchase in the shop. The situation sre the same in case of the gift card, however, in case of the gift cards, the order status is also wrond (on hold) after the successful paxment with bank card.
Hi there,
Thank you for the update. To assist you further, could you please place an order using a different payment method for downloadable products and deactivate the Barion card payment method to see if you still face the same issue? You can try placing an order with Cash on Delivery and check if you receive the email for the downloadable product.
Also, could you please install the following plugin: WP Mail Logging, place a test order, and see if any errors appear in the plugin log? If any errors appear, please share the log so we can investigate further.
Additionally, please follow all the steps mentioned in this guide to troubleshoot email issues:
WooCommerce Email FAQ
Thank you!
Hi,
We tried to inactivate Barion and choose direct bank transfer as the payment method (because COD is not possible on the page and in the case of these products).
The customer received the automatic email about the pending order, but after we set the order status to completed, the email about the completed order with the PDF link was not sent by the shop.
The WP Mail Logging plugin confirmed this information, and the email about the cancellation of the test order was also sent successfully.
Thank you.
Hi there!
Thank you for the update. From what you described, it seems that the order confirmation emails are not being sent to customers, while all other emails are working fine.
To assist you further, please go to WooCommerce → Settings → Emails, then click the Manage button next to the Completed Order email. Here, make sure the email notification is enabled.
If that does not help, could you please share:
- A screenshot of the settings for the Completed Order email
- Your System Status Report, which you can find under WooCommerce → Status
Please use https://pastebin.com/ or https://gist.github.com/ and share the link here. Once we have more information, we’ll be able to assist you further.
Hi,
The email setup seems to be right, please find here the requested informaiton:
https://pastebin.com/wrnjb8DA
Thank you very much.
Hi @webreneszansz, I appreciate you sharing the Pastebin link, I have reviewed the details and I can see you have quite a number of active plugins in the setup. This gives us a helpful starting point to understand what may be influencing the email behaviour and I am here to help you move forward with the next checks.
To guide us in the right direction, please visit WooCommerce → Settings → Emails, and share a screenshot showing the full list of your email notifications, just like in this example https://cln.sh/gqvlDBbxd0BxFsZw3WbL. Once we can see what is enabled or disabled there, we will know whether any of the notifications need to be managed or if a plugin conflict test is the next step to take. Looking forward to your update so we can continue from there.
Hi,
Our setup is exactly the same, like on the example image.
Thank you.
Hi @webreneszansz,
Thank you for getting back to us. We would still appreciate it if you could share a screenshot via snipboard.io so we can take a closer look. Please also open the order confirmation email, edit it, and share a screenshot of its content using snipboard as well.
Hi @webreneszansz,
Thank you for your response and for sharing the screenshots. However, the language used makes it difficult to understand. Could you change your personal user account to English and then share the screenshots again? This change will only affect your own dashboard and won’t impact other admins or the front end. You can adjust this in your profile settings, not the sitewide settings.
Hi,
All in image (email setup + completed order email text):
https://snipboard.io/siYHfz.jpg
Thank you.
Hi there!
Thank you for sharing the details. Everything appears fine in the screenshot, and I have tried to replicate the issue on my end, but everything is working correctly. This indicates that there might be a plugin or a specific setting on your site causing the issue.
For testing purposes, could you please create a staging site, deactivate all plugins except WooCommerce, activate a default theme like Storefront, and try placing some test orders using Direct Bank Transfer? This will help determine if the issue persists. You can use the following plugin to create a staging site: WP Staging.
Also, please go to WooCommerce → Settings → Products → Downloadable Products and share a screenshot of all the settings you have configured on this page.
Let us know if you still face the same issue after performing this conflict test.
Hi,
Unfortunately, there is no enought free pale at the hosting to duplicate the website.
Downloadable product setup:
https://snipboard.io/tI3a20.jpg
Thank you.
Thanks for sharing the Downloadable Products settings, @webreneszansz .
Since the issue only affects the Completed Order email for downloadable products (while other emails work), this still points to a conflict in your setup.
Because you don’t have enough hosting space for a staging site, you can safely run the conflict test on your live site by enabling a maintenance mode plugin so customers won’t see the changes. A free option like “WP Maintenance Mode” works fine.
Please try the following steps:
- Enable maintenance mode so visitors don’t see the temporary changes.
- Temporarily deactivate all plugins except WooCommerce.
- Keep your current theme active for now.
- Place a test order using Direct Bank Transfer, then manually mark it as Completed.
- If the Completed Order email sends correctly, reactivate your other plugins one by one, testing after each activation.
- When the issue returns, the last plugin activated is likely the cause.
If the issue still happens even with only WooCommerce active, please enable WordPress debugging by adding this to wp-config.php:
define('WP_DEBUG', true);
define('WP_DEBUG_LOG', true);
define('WP_DEBUG_DISPLAY', false);
Then place another test order and check the file /wp-content/debug.log for any errors related to email sending.
Once you have the conflict test results or any debug log entries, feel free to share them, and we’ll continue from there.
