New Order Emails Occasionally do not arrive to 365 Mail

Hi @ryansots

Thanks for reaching out.

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

Next, you’ll want to check if the New Order emails are being correctly generated by installing a plugin like WP Mail Logging.

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

If the logs show that WooCommerce is generating those emails but the emails are not arriving in your 365 Mail, then I recommend temporarily replacing that email address with a non-365 email address and checking if the emails then arrive or not. You can change the email address in WooCommerce > Settings >Emails.

You have already confirmed that the emails are not landing into the spam folder.

Let us know what you find.

New Order emails are enabled.

I already have a logger installed. The Log says sent every time.

I can add a non-365 email address as a recipient but not remove the 365 addresses as this is a client’s site.

It’s odd as orders do come through, just not all of them.

Hello,

You can check this issue using the plugin: https://www.ads-software.com/plugins/wp-mail-logging/

You will be able to see if emails are sent, and the error statuses they have. Please check using WP Mail logging and let us know how that goes.

If the issue persists, you can provide the following information for us to get a better idea of the site setup:

* A copy of your site’s System Status: You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.?

* Error Log: Share a copy of any fatal error log found under WooCommerce > System Status > Logs (if any).

Let us know. We’ll keep an eye on our inbox for your response, thanks.

I was already using WP Mail Logging and it is always returning no errors.

System Report:

### WordPress Environment ###

WordPress address (URL): https://www.thenissanfigaroshop.co.uk/parts-department
Site address (URL): https://www.thenissanfigaroshop.co.uk/parts-department
WC Version: 6.3.1
REST API Version: ? 6.3.1
WC Blocks Version: ? 6.9.0
Action Scheduler Version: ? 3.4.0
WC Admin Version: ? 3.2.1
Log Directory Writable: ?
WP Version: ? 5.8.4 - There is a newer version of WordPress available (5.9.3)
WP Multisite: –
WP Memory Limit: 1 GB
WP Debug Mode: –
WP Cron: –
Language: en_GB
External object cache: –

### Server Environment ###

Server Info: Apache/2.4.53 (Unix)
PHP Version: 7.2.34
PHP Post Max Size: 128 MB
PHP Time Limit: 300
PHP Max Input Vars: 9000
cURL Version: 7.61.1
OpenSSL/1.1.1k

SUHOSIN Installed: –
MySQL Version: 5.5.5-10.1.48-MariaDB
Max Upload Size: 128 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 4.7.0
WC Database Prefix: wp_
Total Database Size: 1933.29MB
Database Data Size: 1784.69MB
Database Index Size: 148.60MB
wp_woocommerce_sessions: Data: 1405.00MB + Index: 33.64MB + Engine InnoDB
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wp_rm_rules: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
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wp_rm_stats: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
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wp_wc_customer_lookup: Data: 0.48MB + Index: 0.27MB + Engine InnoDB
wp_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_coupon_lookup: Data: 0.05MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_product_lookup: Data: 2.52MB + Index: 1.14MB + Engine InnoDB
wp_wc_order_stats: Data: 1.52MB + Index: 0.48MB + Engine InnoDB
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wp_wc_product_attributes_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
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wp_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
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wp_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woel_woocommerce_order_emails_log: Data: 0.14MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_bundled_itemmeta: Data: 0.38MB + Index: 0.38MB + Engine InnoDB
wp_woocommerce_bundled_items: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
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wp_wpml_mails: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
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wp_yoast_primary_term: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_yoast_seo_links: Data: 1.52MB + Index: 0.27MB + Engine InnoDB

### Post Type Counts ###

acf-field: 1
acf-field-group: 1
attachment: 2028
aw_workflow: 4
br_filters_group: 1
br_product_filter: 2
custom_css: 2
custom-css-js: 1
customize_changeset: 37
elementor_library: 24
jet-smart-filters: 1
nav_menu_item: 15
oembed_cache: 17
page: 26
post: 7
product: 2167
product_variation: 249
revision: 993
shop_coupon: 39
shop_order: 8742
shop_order_refund: 110
um_directory: 1
um_form: 3
user_registration: 2
wishlist: 41

### Security ###

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

### Active Plugins (49) ###

Redux: by Extendify – 4.3.5
Advanced Custom Fields: by Delicious Brains – 5.11.4
AutomateWoo: by WooCommerce – 5.0.3
Broken Link Checker: by WPMU DEV – 1.11.16
Carousel Upsells and Related Product for Woocommerce: by Dan Zakirov – 0.4.6
CSM Shipping: by CSM Logistics – 1.0.0
Simple Custom CSS and JS: by SilkyPress.com – 3.39
Disable WooCommerce Reviews: by pipdig – 1.1
Duplicate Page: by mndpsingh287 – 4.4.8
Google Tag Manager for WordPress: by Thomas Geiger – 1.14.2
Elementor Pro: by Elementor.com – 3.6.4
Elementor: by Elementor.com – 3.5.6
Email Log: by Sudar – 2.4.8
Facebook for WooCommerce: by Facebook – 2.6.7
Flywheel Migrations: by GetFlywheel – 4.69
GA Google Analytics: by Jeff Starr – 20220124
LoginPress - Customizing the WordPress Login Screen.: by WPBrigade – 1.6.0
Mailchimp for WooCommerce: by Mailchimp – 2.6.1
My Custom Functions: by Space X-Chimp – 4.51
WooCommerce Order Emails Log: by RaiserWeb – 1.4
Really Simple SSL: by Really Simple Plugins – 5.3.0
Redirection: by John Godley – 5.2.3
Restore Classic Widgets: by Bill Minozzi – 1.4
Retainful - Abandoned Cart Recovery Emails and Next Order Coupons: by Retainful – 2.6.10
Slider Revolution: by ThemePunch – 6.2.21
Simple CSS: by Tom Usborne – 1.1.1
Sucuri Security - Auditing, Malware Scanner and Hardening: by Sucuri Inc. – 1.8.30
UpdraftPlus - Backup/Restore: by UpdraftPlus.Com
DavidAnderson – 2.16.23.24

W3 Total Cache: by BoldGrid – 2.2.1
WooCommerce Weight Based Shipping: by weightbasedshipping.com – 5.3.19
Premmerce WooCommerce Customers Manager: by premmerce – 1.1.12
Product Feed PRO for WooCommerce: by AdTribes.io – 11.5.0
Woo Shortcodes Kit: by Alberto G. – 2.0.1
Advanced AJAX Product Filters for WooCommerce: by BeRocket – 1.6.1.5
WooCommerce Conversion Tracking: by weDevs – 2.0.9
WooCommerce Customer/Order/Coupon Export: by SkyVerge – 5.1.2
WooCommerce Customer/Order/Coupon CSV Import Suite: by SkyVerge – 3.9.2
WooCommerce Email Test: by RaiserWeb – 1.2.2
WooCommerce PayPal Pro Hosted: by WooCommerce – 1.0.21
WooCommerce Opayo (formally SagePay) Form and Direct Gateway: by Andrew Benbow – 4.7.15
WooCommerce Product Bundles: by SomewhereWarm – 6.4.2
WooCommerce Shipment Tracking: by WooCommerce – 1.6.25
WooCommerce Wishlist: by weLaunch – 1.1.4
WooCommerce: by Automattic – 6.3.1 (update to version 6.4.0 is available)
Yoast SEO: by Team Yoast – 18.3
WP-Cron Control: by Thorsten Ott
Erick Hitter
Automattic – 0.7.1

WP Mail SMTP: by WPForms – 3.3.0
WP Memory: by Bill Minozzi – 2.32
WP WC User Registration: by CodeIncept – 1.0.7

### Inactive Plugins (5) ###

Abandoned Cart Reports For WooCommerce: by Small Fish Analytics – 2.6.2
Classic Editor: by WordPress Contributors – 1.6.2
Feefo Ratings & Reviews: by Feefo – 1.0.7
WooCommerce Pixel Manager: by woopt – 1.11.7
WP Mail Logging: by Wysija – 1.10.4

### Dropin Plugins (1) ###

advanced-cache.php: advanced-cache.php

### Settings ###

API Enabled: –
Force SSL: –
Currency: GBP (￡)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: bundle (bundle)
external (external)
grouped (grouped)
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: –

### WC Pages ###

Shop base: #27 - /shop
Basket: #28 - /basket
Checkout: #29 - /checkout
My account: #3449 - /my-account
Terms and conditions: ? Page not set

### Theme ###

Name: Hello Elementor Child
Version: 1.0.1
Author URL: https://elementor.com/
Child Theme: ?
Parent Theme Name: Hello Elementor
Parent Theme Version: 2.4.1 – 2.5.0 is available
Parent Theme Author URL: https://elementor.com/?utm_source=wp-themes&utm_campaign=author-uri&utm_medium=wp-dash
WooCommerce Support: ?

### Templates ###

Overrides: –

### sagepay ###

MCrypt: ? No
OpenSSL: ? Yes
OpenSSL Methods: ? Yes
PHP Max_Input_Vars: ? 9000
SagePay Form Enabled?: ?
SagePay Direct Enabled?: ?

### Product Bundles ###

Database Version: 6.4.2
Loopback Test: ?
Template Overrides: –

### WooCommerce Customer/Order/Coupon Export ###

Automated exports: 0
Custom formats: 0
Next export: Not scheduled

### Action Scheduler ###

Complete: 31,363
Oldest: 2021-01-19 19:41:55 +0000
Newest: 2021-02-10 08:11:14 +0000

Pending: 10,082
Oldest: -0001-11-30 00:00:00 +0000
Newest: 2022-04-13 07:06:35 +0100

In-progress: 1
Oldest: –
Newest: –

Failed: 26
Oldest: 2021-02-09 12:17:56 +0000
Newest: 2021-02-10 08:04:34 +0000

Canceled: 18,902
Oldest: 2021-01-12 19:03:31 +0000
Newest: -0001-11-30 00:00:00 +0000

### Status report information ###

Generated at: 2022-04-13 08:05:57 +01:00

<strong>Log is empty</strong>

Hello,

Thanks for sharing the system report.

If all the undelivered emails show up in WP Mail Logging, then it means WordPress is successfully generating the emails and passing them to your server.

I see you have WP Mail SMTP installed, so I’m assuming you’re using an SMTP provider. Can you check the SMTP logs with your provider to confirm if the emails are there?

I will make the request now.

In addition, when a customer selects ‘Forgot My Password” the email they receive generates a Reset link that is invalid. 404. Where could this be edited or being generated incorrectly?

Hi,

Thanks for sending the system status report.

WP Version: ? 5.8.4 – There is a newer version of WordPress

Please be sure to update your WordPress to its latest version you can check out this tutorial.

PHP Version: 7.2.34

Also, the version of PHP being used is not recommended, you can update it following up this documentation:
https://woocommerce.com/document/update-php-wordpress/#section-10

WC Database Version: 4.7.0

You can update your database under WooCommerce > status > tools > update database, and then WooCommerce > status > tools > Verify base database tables.

when a customer selects ‘Forgot My Password” the email they receive generates a Reset link that is invalid. 404. Where could this be edited or being generated incorrectly?

Once the updates are properly made, you can refer to this forum thread that explains how to change the URL in the password reset email, please check:
https://www.ads-software.com/support/topic/change-url-in-password-reset-email/

Note: If you prefer to create a staging site for testing we recommend WP Staging for quickly spinning up a new test site so that your production site will not be affected during the tests.

I hope this helps ??

We haven’t heard back from you in a while, so I’m marking this closed for now – we’ll be here if and/or when you are ready to continue.