New order emails not always generated

Resolved rweiss23
(@rweiss23)

2 years, 6 months ago

When a new order is placed, the admins normally get an email. However, sometimes they don’t get the email, and its not in their SPAM folder. We’re at Woocommerce 5.6.0, and it seems to have started in the past month or 2. They are aware of missing emails since they do get an email from the payment gateway alerting them to the transaction.
Anybody notice this happening? Or have a solution?

Thanks,
Roger

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

MayKato
(@maykato)

2 years, 6 months ago

Hello,

Could you first go to WooCommerce > Settings > Emails, and check if New Order is enabled?

Link to image: https://snipboard.io/EmiZUh.jpg

If it’s enabled, you’ll next want to see if the emails are being correctly generated. You can do this by installing a plugin like WP Mail Logging and place a test order – this plugin then will show what emails have been sent.

We have a more detailed guide on troubleshooting WooCommerce email issues here: https://docs.woocommerce.com/document/email-faq/

Thread Starter rweiss23
(@rweiss23)

2 years, 6 months ago

Thanks.
Most new order emails come through fine. And for the missing ones, we can go to the order dashboard and manually send the email notification. And that does get thru.
So, its an intermittent problem.
FYI: We are hosting on WPEngine.
I’m thinking maybe we should use an external SMTP? Or could it be an issue on the hosting platform?

Roger

3 Sons Development – a11n
(@3sonsdevelopment)

2 years, 6 months ago

Hey @rweiss23,

If you haven’t already, I would suggest installing a mail logging plugin. That way you can see all of the emails sent by the system as well as any error messages that WordPress ran into. That’ll let you know if the issue is on the WordPress side of things or after it’s handed off to the web server.

https://wordpress.org/plugins/wp-mail-logging/

Using an SMTP plugin/service can be a great idea. It can be a great way to increase your delivery rate.

If you have any questions about what you find in the logs, just let us know.

Thanks!

MayKato
(@maykato)

2 years, 6 months ago

Hi @rweiss23

We’ve not heard back from you in a while, so I’m marking this thread as resolved. Hopefully, you were able to find a solution to your problem! If you have further questions, please feel free to open a new topic.