New order email not received

Hello,

My customer claims the same. No admin “New Order” emails. So this should be probably a bug? Or there is a new setting?

I hope this will be fixed soon.

Regards, Vincent

Hi @fotske and @digiscrap,

Thank you for reaching out, and I’m sorry to hear about the trouble with the default WooCommerce New Order emails!

I wasn’t able to replicate this behavior on my test site – the New Order emails are sent out. I also don’t see any recent bug reports in GitHub, so it looks like this behavior is isolated to your WordPress/WooCommerce installs.

WooCommerce relies on the default WordPress wp_mail() function in order to send out emails from the server the site is hosted on, and that isn’t always reliable since these servers are rarely configured for optimal email deliverability.

As a first step, you may want to figure out whether this is an issue with the software (the emails aren’t sent out at all) or this is a deliverability issue by installing WP Mail Logging plugin, placing a test order and checking if the email is indicated as sent in wp-admin >> Tools >> WP Mail Log:

https://woocommerce.com/document/email-faq/#h-check-if-emails-are-sent-but-not-received

Let us know if you’ll see any errors next to the new order emails in wp-admin >> Tools >> WP Mail Log, or if these emails won’t be on the list at all.

If the emails will be indicated as sent but you still won’t be receiving them – most likely, this is a deliverability issue and emails are being caught by an anti-spam filter.

Addressing deliverability issues can be quite difficult due to the complexity of modern anti-spam filters, so if none of the previous steps listed in our Email FAQ support document help – you may want to look into signing up for an SMTP service

Thank you @grigaswp ! I’ll install and see what happens…

Hi @digiscrap,

Sounds like a plan and let us know if you’ll see any errors in the logs of WP Mail Logging plugin, or if the New Order email will not be indicated as sent there at all!

Hmmmm

1) I tested and e-mail to customer works fine. But to shop owner is not. Both are present in the e-mail log. Stops working since two weeks.

2) Added new e-mail address for order confirmation and checked…. this works fine ..duh..

Probably an issue @ the customer side (website owner), there mail client or so. Asked to check the webmail if the mails are present there. Not answered yet.

Hi @digiscrap,

Thank you for the follow-up!

But to shop owner is not. Both are present in the e-mail log.

Can you please specify if in the email log, the New Order email is indicated as sent to the email address specified in the settings of that email, in wp-admin >> WooCommerce >> Settings >> Emails >> New Order? Or, are there any errors?

If the email is indicated as sent and no errors are present – then it is a deliverability issue rather than an issue with the WooCommerce plugin, and connecting the site to an SMTP service is likely the best next step.

Let us know!

Hello @grigaswp

Ok, long story but it was caused by the mail client at the customer side. She marked the mail from the webshop accidentally as SPAM on her iPhone and blocked it. And since we all use iMap, the mail disappears on all devices, without any reason. Only on the iPhone the block icon was visible.

Sorry for spending your time for this @grigaswp !

Normally this topic can be closed but the original post is from @fotske

Regards, Vincent

Hi Vincent,

Thank you for the follow-up, and I’m glad to hear that you were able to determine the root cause behind the deliverability issues!

I would still recommend looking into connecting your site to an SMTP service since that can significantly decrease the chances of your emails landing into SPAM folders.

Sorry for spending your time for this

No need to apologise! ??

@fotske let us know if you still need assistance with the original inquiry, otherwise, we’ll close this thread in a couple of days.

Thank you!

Hi,

I think that the issue was due to a problem with my email address or email server.

Thank you for your help.

Hi @fotske,

Thank you for the follow-up and I’m glad to hear that you were able to determine the reason behind the behaviour you’ve reported!

I would still recommend connecting your site to an SMTP service.

I’ll be marking this thread as resolved but feel free to open a new thread if you’ll have other questions!