Problem sending order confirmation mails

Resolved chrislynersen
(@chrislynersen)

4 months, 2 weeks ago

Hi all,

I again have problems receiving emails for order confirmation and also my customers does not receive order confirmation.
I have checked all email settings in woocommerce, all email adresses are correct and all are ticked as active and should be sent, but they are not.

I have checked smtp settings, they should also be correct.

I can force order confirmation emails to be sent, when going to orders and ask for resend of order confirmation, then I receive the mail, suggesting that smtp should be okay.

SO – something else is blocking that the first order confirmation mail are sent to me and to customers.

Any suggestions how to solve this?

The page I need help with: [log in to see the link]

Viewing 9 replies - 1 through 9 (of 9 total)

Plugin Support Roxy S. (woo-hc)
(@beautyofcode)

4 months, 2 weeks ago
Hi @chrislynersen ,

Thanks for reaching out!

This type of issue is generally narrowed down to the email service provider (usually your web host), or the email address which you are using on your store.

Since you have already confirmed that the emails are enabled, and the email address correct, as a next step, I would recommend logging whether an email is created and sent by installing the WP Mail Logging plugin and following the below steps:
- Generate a test order
- Go to your WP Admin → Tools → WP Mail Log
- Check that your test order generated an email, and if there are any sending errors reported (you can share the results with us here).
I would also encourage you to check our Email FAQ which is a great resource to narrow down what could be causing this behavior.

Let us know how this goes!
Thread Starter chrislynersen
(@chrislynersen)

4 months, 2 weeks ago

Hi Roxy,
Many thanks for your reply!

I fully understand and I have also tested SMTP settings etc. When I test, mails are send. When I change status of orders, it will send email. For instance when an order is completed, customer will get mail. And when I force to “Resend information for new order” in “Order handling” it will also be send. So it is only this first time when an order is completed, nor me or the customer get any order confirmation.

I have Post SMTP and can see email log, they are not there. Should I try the other plugin, will that give more information about what is happening or this should be enough?

Igor H
(@ihereira)

4 months, 2 weeks ago

Hello,

To help you to retrieve more information checking the emails, you can install WP Mail logging and follow the recommendations provided by @beautyofcode, it is a good idea to ask your web host to check this for you.

If that does not help, it would be great if you share your System Status Report, found under WooCommerce > Status, on your site.

And please share a copy of any fatal error log found under WooCommerce > System Status > Logs.

Cheers.
Thread Starter chrislynersen
(@chrislynersen)

4 months, 2 weeks ago
Hello,

Thanks for your reply.

Okay, have installed the WP mail logging plugin, then we will see what happens when next order goes through in the system.

Have talked to my host. But since it is working when i force orderconfirmation to be sent, it seems like the SMTP settings are correct – right?

Below is log from WooCommerce.

Attached is Systemstatus report.
Thread Starter chrislynersen
(@chrislynersen)

4 months, 2 weeks ago
Tried to upload both, but say I am not able to upload file or image.

So will share it with link instead:
https://1drv.ms/f/s!AipdXjXnUedThOlwvlB0KtapfXk-ig?e=z3iU8o
- This reply was modified 4 months, 2 weeks ago by chrislynersen.
Igor H
(@ihereira)

4 months, 2 weeks ago

Hi,

At this point it is difficult to say.

Can you switch the site theme to Storefront temporarily, and then disable all plugins except WooCommerce? Check again to see if the issue persists, e.g. you can create a test order to check the emails, if the issue is not present at this point, it means a conflict was affecting the site, and you can then switch back your theme to the original one, and then reactivate the rest of the plugins (checking again after each plugin reactivation), until you find the cause of the issue, as explained here: https://woocommerce.com/document/how-to-test-for-conflicts/

Let us know if you need further help.

Thread Starter chrislynersen
(@chrislynersen)

4 months, 2 weeks ago

Hi
Oh, that is a bit more tricky. This is a live site with a lot of customers coming through. Are not able to switch of all plugins and or change theme temporary.

I installed the WP Mail logging plugin. I can see the mails in the log, but they are not sent.
Plugin Support Roxy S. (woo-hc)
(@beautyofcode)

4 months, 2 weeks ago
Hi @chrislynersen ,

Oh, that is a bit more tricky. This is a live site with a lot of customers coming through. Are not able to switch of all plugins and or change theme temporary.

I hear your concern!

You can use the Health Check plugin, this will allow you to disable all plugins and change the theme, while you’re still logged in, without affecting normal visitors to your site.

I installed the WP Mail logging plugin. I can see the mails in the log, but they are not sent.

If there is a mail regarding your order in WP Mail Logging but it is not sent, then it could indicate an issue with your email settings on your server.

In that case, you can try temporarily using an alternative SMTP provider and see if this helps. The support guide below provides some suggested providers:
- Suggested Dedicated SMTP Providers
Let us know how this goes!
Plugin Support Roxy S. (woo-hc)
(@beautyofcode)

4 months ago

Hi @chrislynersen ,

We haven’t heard back from you in a while, so I’m going to mark this as resolved – feel free to create a new topic should you need any further help.

Cheers!