• Resolved elzettadesign

    (@elzettadesign)


    We are using Email Customizer for WooCommerce to create dynamic templates with graphics and linked buttons. Recently, (after a cleanup from Godaddy) the purchase notification emails to customers started setting sent blank. They contain header info only, but the body of the email, including text and graphics, is blank. Other emails (like loyalty rewards notifications) are fine, though.

    Status: 

    WordPress Environment<br><br>WordPress address (URL): https://elzetta.com<br>Site address (URL): https://elzetta.com<br>WC Version: 9.0.2<br>Legacy REST API Package Version: The Legacy REST API plugin is not installed on this site.<br>Action Scheduler Version: ✔ 3.7.4<br>Log Directory Writable: ✔<br>WP Version: 6.5.5<br>WP Multisite: –<br>WP Memory Limit: 256 MB<br>WP Debug Mode: –<br>WP Cron: ✔<br>Language: en_US<br>External object cache: – Server Environment<br><br>Server Info: Apache<br>PHP Version: 8.1.29<br>PHP Post Max Size: 256 MB<br>PHP Time Limit: 600<br>PHP Max Input Vars: 10000<br>cURL Version: 7.87.0<br>OpenSSL/1.1.1w<br><br>SUHOSIN Installed: –<br>MySQL Version: 10.6.18-MariaDB-cll-lve<br>Max Upload Size: 256 MB<br>Default Timezone is UTC: ✔<br>fsockopen/cURL: ✔<br>SoapClient: ✔<br>DOMDocument: ✔<br>GZip: ✔<br>Multibyte String: ✔<br>Remote Post: ✔<br>Remote Get: ✔ Database<br><br>WC Database Version: 9.0.2<br>WC Database Prefix: wp_<br>Total Database Size: 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Viewing 7 replies - 1 through 7 (of 7 total)
  • Hi @elzettadesign,

    Thanks for reaching out.

    Sorry to hear that you are experiencing issues with the Email Customizer for WooCommerce extension.

    For reference, this particular forum is meant for general support with the core functionality of WooCommerce itself. Therefore, I suggest that you contact us at Woo.com > My Account > Support. You may need to create an account before you can access that page.
    Please include a link to this forum thread, so that we can keep track of what’s already been done.
    We will be able to help you further there.

    Thread Starter elzettadesign

    (@elzettadesign)

    This is frustrating, because I tried to get support at Woo and they sent me to the forum telling me the exact same thing.

    Hi @elzettadesign,

    So sorry to hear about the frustration you’ve experienced. Are you able to share with us the ticket number?

    As a first step to troubleshoot this issue, I recommend disabling all active plugins and having WooCommerce and Email Customizer for WooCommerce as the active plugins. Next, make a test purchase and check if the issue persists.

    You may find detailed steps to running a conflict test from this guide. Please be sure to make a full site backup before proceeding.

    Looking forward to assisting you further.

    Thread Starter elzettadesign

    (@elzettadesign)

    I appreciate your response and advice.

    WooCommerce thought I wanted help with the core plugin, but that is because the only check box in the support request that was close to what I needed was the core plugin box. I really needed help with the customizer plugin that was somehow clashing with woocommerce. And it seems that this forum thinks I need help with the email customizer plugin. But that plugin works perfectly with all other email notifications, including third party plugins like wployalty rewards.

    I have already troubleshooted the issue and found that turning off email customizer for woocommerce allows the default Woo templates to get sent without a problem. But we need the custom templates to go through because they contain some dynamic elements necessary to provide the customer with valuable information. It is only the Woocommerce emails that are not going through.

    1.) WP Mail SMTP says it can’t be them. 2.) Godaddy (who did a cleanup just before this all started happening ) says it was not them. 3.) Blogvault (who held our staging site before we rolled it over May 1st) said it can’t be them. 4.) Woocommerce said to check with the forum. 5.) The forum is saying to check with woocommerce. 6.) The email customizer for woocommerce support is trying to figure it out, and I have now set up a staging site for the customizer plugin support, but the staging site won’t let me into the back end (critical error). So now I have a support ticket open with WP Staging and they said to troubleshoot it, but they are leaning towards WordPress support. This is 6 separate support tickets so far. WordPress would be the 7th.

    The woo ticket number you asked for was Ticket #8379419, and their response was this:

    “Hi there,
     
    I’m happy to hear that the store reconnection issue has been successfully resolved.
     
    Regarding the blank “Order Confirmation” emails, we’re not currently offering paid support for Core WooCommerce questions. Support for the core plugin is best handled on our community forums: https://wordpress.org/support/plugin/woocommerce. Please create a post for assistance with your issue. To create a WordPress.org account to use the forums, here’s how: https://make.wordpress.org/contribute/join/
     
    I do want to mention that based on the behavior you’ve described, there may be an issue with the WooCommerce email template files. Sometimes, these are overridden by theme files. To check for conflicts, please follow the steps in our troubleshooting guide: https://woocommerce.com/document/how-to-test-for-conflicts/
     
    If you believe you need one-on-one assistance to solve this, we recommend our partners at Codeable: https://www.codeable.io/partners/woocommerce/
     
    For questions about the core WooCommerce plugin, please consult our core documentation and our self-service guide. “

    This is very circular, and it would be great if someone could help break the circle and get us out of this mess. We have no idea where the actual problem is and need some support from 1 of 7 places.

    Plugin Support omarfpg a11n

    (@omarfpg)

    Hi @elzettadesign, apologies for the confusion.

    I see from your SSR you’re using the Email Customizer for WooCommerce plugin from Theme High (and you may reach their support here), not the Email Customizer for WooCommerce extension from one of our commercial partners.

    However, a quick word of advice: To avoid continuing to run in circles, please make sure to test this issue first without the Email Customizer plugin enabled. Do the new order emails show up fine? If so, this confirms that the Core WooCommerce plugin email templates are working fine and would unequivocally indicate the issue lies with the third-party plugin you’re using.

    I hope this clarifies things and points you in the right direction.
    -OP

    Thread Starter elzettadesign

    (@elzettadesign)

    I appreciate your help and guidance in this matter. We were surely run around in circles in a finger pointing game. However, I did finally find the culprit yesterday.

    It was Godaddy.

    They did a malware cleanup for us in May and in the process, somehow, they managed to delete the contents of the template files for the email customizer. They didn’t even delete them, thinking they were suspicious, they just deleted the contents of the php files. I mean, how is that even possible? I ended up digging through cPanel and finding the templates and seeing that they were all 0 kb. Luckily, I have a staging site from before all this happened and I was able to download the correct templates and reupload them the cPanel.

    It worked. Our emails are sending out just fine now.

    I do appreciate your patience and your efforts throughout this whole thing.

    Hi @elzettadesign,

    Glad to hear it – thanks for letting us know!

    I’ll mark this thread as resolved now. If you have any further questions, I recommend creating a new thread.

Viewing 7 replies - 1 through 7 (of 7 total)

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