Emails not being sent if any content has been customised

In WooCommerce > Settings > Emails, I’ve got emails going out to customers under various circumstances (e.g. when an order is placed, when the status is changed, when the order is completed, etc.). The emails are sent from info@mydomain, which is my usual email address.

in the last couple of days, most of these emails haven’t been going out. Any customer placing an order – no matter what payment method they choose – is not receiving an email.

I use the WP Mail Logging plugin and it shows the emails that should have gone out and doesn’t note any errors but they’re not being received. I’ve tested with several different email addresses. They’re not going to junk/spam; they’re just not getting through.

As far as I can tell, it’s just the emails that I’ve made some customisation to that aren’t being sent.
For example, if I’ve changed the subject, email heading or any of the other fields in WooCommerce > Settings > Emails, they won’t go through. If I delete all my changes and go with whatever is there as standard, they work.

I do need to customise the some of the fields for my customer emails, so I’m currently stuck.

In terms of troubleshooting, I’ve made sure everything is up to date (WordPress, my theme and all my plugins). I’ve tried other themes and the problem persists. I’ve also gone through every plugin. There is one plugin that is essential for my site called ‘PI WooCommerce Order Delivery / Pickup Date & Time PRO’. If I deactivate that one plugin, things work and the issue goes away. However, I can’t do without it, as it forms the basis of my ordering system.

I’ve created a testing subdomain purely for troubleshooting, replicating my main site.

Below is my System Status Report

### WordPress Environment ###

WordPress address (URL): [Redacted]
Site address (URL): [Redacted]
WC Version: 9.4.1
Legacy REST API Package Version: The Legacy REST API plugin is not installed on this site.
Action Scheduler Version: ? 3.8.2
Log Directory Writable: ?
WP Version: 6.7
WP Multisite: –
WP Memory Limit: 2 GB
WP Debug Mode: –
WP Cron: ?
Language: en_AU
External object cache: ?

### Server Environment ###

Server Info: LiteSpeed
PHP Version: 8.2.15
PHP Post Max Size: 2 GB
PHP Time Limit: 360
PHP Max Input Vars: 5000
cURL Version: 7.87.0
OpenSSL/1.1.1w

SUHOSIN Installed: –
MySQL Version: 10.11.9-MariaDB
Max Upload Size: 2 GB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

[REDACTED]

### Post Type Counts ###

attachment: 178
bc_x1379_op_type: 3
custom_css: 2
et_body_layout: 8
et_footer_layout: 1
et_header_layout: 1
et_pb_layout: 2
et_template: 16
et_theme_builder: 1
fpf_fields: 1
giftcard: 4
nav_menu_item: 30
order_status: 2
page: 13
pisol_location: 1
popup: 5
popup_theme: 8
post: 1
product: 73
product_variation: 219
revision: 41
shop_order: 85
shop_order_refund: 1
wc_conditional_fee: 1
wcs_ruleset: 1
wp_global_styles: 2
wp_navigation: 1
wp_template: 2
xlwcty_thankyou: 1

### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (40) ###

Advanced Database Cleaner PRO: by Younes JFR. – 3.2.10
BC Woo Custom Thank You Pages: by WooCommerce & WordPress Tutorials – 1.4.19
Custom Order Status Manager for WooCommerce: by Bright Plugins – 1.1.3.2
Payment Gateway Based Fees and Discounts for WooCommerce: by Tyche Softwares – 2.14.0
Code Snippets: by Code Snippets Pro – 3.6.5.1
Current Year Shortcodes: by Lukas Pugstaller – 0.3
Divi Animated Gallery: by DiviPeople – 1.0.0
Divi Image Helper: by Pee-Aye Creative – 1.0.4
Divi Carousel: by Daniel Voelk – 1.0.0
Divi Filter: by Daniel Voelk – 2.1.0
Exclusive Divi: by Exclusive Divi – 1.4
WooGallery: by WooGallery Team
ShapedPlugin LLC – 2.1.4

Site Kit by Google: by Google – 1.139.0
LiteSpeed Cache: by LiteSpeed Technologies – 6.5.2
LoftLoader: by Loft.Ocean – 2.5.0
Newsletter, SMTP, Email marketing and Subscribe forms by Brevo: by Brevo – 3.1.88
Mime Types Plus: by Katsushi Kawamori – 2.04
Pagination Styler for WooCommerce: by BeRocket – 3.5.9
PI WooCommerce order date time and type PRO: by PI Websolution – 3.3.12.3
Popup Maker: by Popup Maker – 1.20.2
Popups for Divi: by divimode.com – 3.0.6
Supreme Modules Lite - Divi Theme, Extra Theme and Divi Builder: by Supreme Modules – 2.5.61
Transients Manager: by WPBeginner – 2.0.7
UpdraftPlus - Backup/Restore: by TeamUpdraft
DavidAnderson – 1.24.9

Product Subtitle For WooCommerce: by Varun Sridharan – 4.6.2
Checkout Field Editor for WooCommerce: by ThemeHigh – 2.0.6
Extra Fees Plugin for WooCommerce: by theDotstore – 4.1.1
Extra product options For WooCommerce | Custom Product Addons and Fields: by ThemeHigh – 3.3.0
WPC Fly Cart for WooCommerce: by WPClever – 5.8.2
Advanced Order Export For WooCommerce: by AlgolPlus – 3.5.6
WooCommerce.com Update Manager: by Automattic – 1.0.3
Print Invoice & Delivery Notes for WooCommerce: by Tyche Softwares – 5.2.0
WooPayments: by WooCommerce – 8.5.0
Brevo - WooCommerce Email Marketing: by Brevo – 4.0.30
WooCommerce: by Automattic – 9.4.1
Yoast SEO: by Team Yoast – 23.8
WP Mail Logging: by WP Mail Logging Team – 1.13.1
WPC Name Your Price for WooCommerce: by WPClever – 2.1.4
Related Products for WooCommerce: by WebToffee – 1.5.8
YITH WooCommerce Product Add-ons & Extra Options: by YITH – 4.15.0

### Inactive Plugins (1) ###

Payment Plugins for PayPal WooCommerce: by Payment Plugins
[email protected] – 1.0.53


### Dropin Plugins () ###

object-cache.php: LiteSpeed Cache - Object Cache (Drop-in)

### Settings ###

Legacy API Enabled: –
Force SSL: –
Currency: AUD ($)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
pw gift card (pw-gift-card)
simple (simple)
variable (variable)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: ?
Enforce Approved Product Download Directories: ?
HPOS feature enabled: –
Order datastore: WC_Order_Data_Store_CPT
HPOS data sync enabled: ?

### Logging ###

Enabled: ?
Handler: Automattic\WooCommerce\Internal\Admin\Logging\LogHandlerFileV2
Retention period: 30 days
Level threshold: –
Log directory size: 878 B

### WC Pages ###

Shop base: #4029 - /shop/
Cart: #7 - /shop/cart/ -  Contains the [woocommerce_cart] shortcode
Checkout: #8 - /shop/checkout/ -  Contains the [woocommerce_checkout] shortcode
My account: ? Page ID is set
but the page does not exist

Terms and conditions: #166 - /terms-conditions/

### Theme ###

Name: Divi Child
Version: 4.22.1.1696181328
Author URL: https://www.elegantthemes.com
Child Theme: ?
Parent Theme Name: Divi
Parent Theme Version: 4.27.3
Parent Theme Author URL: https://www.elegantthemes.com
WooCommerce Support: ?

### Templates ###

Overrides: Divi-child/woocommerce/emails/customer-completed-order.php
Divi-child/woocommerce/emails/customer-on-hold-order.php


### WooPayments ###

Version: 8.5.0
Connected to WPCOM: Yes
WPCOM Blog ID: 224575730
Account ID: acct_1NzycxCTe5Kd2L8g
Payment Gateway: Enabled
Test Mode: Enabled
Enabled APMs: card
WooPay: Not eligible
Apple Pay / Google Pay: Disabled
Fraud Protection Level: basic
Multi-currency: Disabled
Auth and Capture: Enabled
Documents: Disabled
Logging: Disabled

### Admin ###

Enabled Features: activity-panels
analytics
product-block-editor
coupons
core-profiler
customize-store
customer-effort-score-tracks
import-products-task
experimental-fashion-sample-products
shipping-smart-defaults
shipping-setting-tour
homescreen
marketing
mobile-app-banner
navigation
onboarding
onboarding-tasks
pattern-toolkit-full-composability
product-custom-fields
remote-inbox-notifications
remote-free-extensions
payment-gateway-suggestions
printful
shipping-label-banner
subscriptions
store-alerts
transient-notices
woo-mobile-welcome
wc-pay-promotion
wc-pay-welcome-page
launch-your-store

Disabled Features: product-data-views
experimental-blocks
minified-js
product-pre-publish-modal
settings
async-product-editor-category-field
product-editor-template-system
blueprint
reactify-classic-payments-settings
use-wp-horizon

Daily Cron: ? Next scheduled: 2024-11-16 06:24:47 +10:00
Options: ?
Notes: 114
Onboarding: completed

### Action Scheduler ###

Cancelled: 1
Oldest: 2024-11-12 11:13:27 +1000
Newest: 2024-11-12 11:13:27 +1000

Complete: 276
Oldest: 2024-10-16 07:39:16 +1000
Newest: 2024-11-16 02:48:15 +1000

Failed: 89
Oldest: 2023-09-06 01:26:58 +1000
Newest: 2024-08-19 23:03:36 +1000

Pending: 4
Oldest: 2024-11-16 02:53:50 +1000
Newest: 2024-11-16 08:24:31 +1000


### Status report information ###

Generated at: 2024-11-16 02:52:34 +10:00

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