Order confirmation email not send to customer 2021

  • Resolved goilurra

    (@goilurra)


    3 years, 4 months ago

    Hello colleagues,

For a few weeks now our customers have been saying that they have not been receiving the order confirmation email.

I have consulted the issue on https://www.ads-software.com/support/topic/order-confirmation-email-not-send-to-customer/ but I still can't solve it.

I confirm that the option to send the email is checked.

I have also selected the order confirmation email as plain text, it does not send the email either.

After that, I installed the Email log plugin, and it shows with a red X the Sent status.

I paste here the system status:

    ### WordPress Environment ###

    WordPress address (URL): https://goilurra.org
    Site address (URL): https://goilurra.org
    WC Version: 5.9.0
    REST API Version: ? 5.9.0
    WC Blocks Version: ? 6.2.0
    Action Scheduler Version: ? 3.3.0
    WC Admin Version: ? 2.8.0
    Log Directory Writable: ?
    WP Version: 5.8.2
    WP Multisite: –
    WP Memory Limit: 192 MB
    WP Debug Mode: ?
    WP Cron: ?
    Language: es_ES
    External object cache: –

    ### Server Environment ###

    Server Info: Apache
    PHP Version: 7.2.34
    PHP Post Max Size: 20 MB
    PHP Time Limit: 30
    PHP Max Input Vars: 1000
    cURL Version: 7.52.1
    OpenSSL/1.0.2u

    SUHOSIN Installed: –
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    DOMDocument: ?
    GZip: ?
    Multibyte String: ?
    Remote Post: ?
    Remote Get: ?

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    WC Database Prefix: wp_
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    Tama?o del índice de la base de datos: 14.65MB
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    ### Post Type Counts ###

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    attachment: 140
    customize_changeset: 1
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    vtmin-rule: 1
    woc_hour: 1
    wp_global_styles: 1
    wpcf7_contact_form: 1

    ### Security ###

    Secure connection (HTTPS): ?
    Hide errors from visitors: ?Los mensajes de error no deberían mostrarse a los visitantes.

    ### Active Plugins (25) ###

    Akismet Anti-Spam: por Automattic – 4.2.1
    iThemes Security: por iThemes – 8.0.2
    Code Snippets: por Code Snippets Pro – 2.14.2
    Contact Form 7: por Takayuki Miyoshi – 5.5.2
    Email Log: por Sudar – 2.4.8
    Statify – Extended Evaluation: por Patrick Robrecht – 2.6.3
    RGPD: por Trew Knowledge – 2.1.2
    Gutenberg: por El equipo de Gutenberg – 11.9.0
    Jetpack: por Automattic – 10.3
    Llorix One Companion: por Themeisle – 1.1.4
    MC4WP: Mailchimp for WordPress: por ibericode – 4.8.6
    VarkTech Minimum Purchase for WooCommerce: por Vark – 1.09.91.2
    SiteOrigin CSS: por SiteOrigin – 1.4.2
    Statify: por pluginkollektiv – 1.8.3
    Conditional Discounts for WooCommerce por ORION: por ORION – 2.26
    WooCommerce Blocks: por Automattic – 6.2.0
    Advanced Order Export For WooCommerce: por AlgolPlus – 3.2.1
    Woo Out Of Stock Products: por Andrew Gunn – 2.3
    WooCommerce Menu Cart: por Jeremiah Prummer
    Ewout Fernhout – 2.10.1

    Woocommerce Products Per Page: por Jeroen Sormani – 1.2.6
    WooCommerce: por Automattic – 5.9.0
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    WP Super Cache: por Automattic – 1.7.4
    WPS Hide Login: por WPServeur
    NicolasKulka
    wpformation – 1.9.1

    ### Inactive Plugins (0) ###

    ### Dropin Plugins (1) ###

    advanced-cache.php: advanced-cache.php

    ### Settings ###

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    Currency: EUR (€)
    Currency Position: right
    Thousand Separator: .
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    rated-4 (rated-4)
    rated-5 (rated-5)

    Connected to WooCommerce.com: –

    ### WC Pages ###

    Base de la tienda: #42 – /tienda/
    Carrito: #56 – /carrito/
    Finalizar compra: #57 – /finalizar-compra/
    Mi cuenta: #58 – /mi-cuenta/
    Términos y condiciones: ? Página sin definir

    ### Theme ###

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    Author URL: https://themeisle.com/
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    Parent Theme Author URL: https://themeisle.com/
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    Completo: 218
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    ### Status report information ###

    Generated at: 2021-11-15 13:42:54 +01:00
    `

    Thank you very much in advance for your support. Sincerely

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

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

  • @goilurra 

    This kind of problem is usually caused by a conflict with your theme or with another plugin. 
?
The best way to determine this is to:
<ul>
<li>Temporarily switch your theme to <a href="https://www.woocommerce.com/storefront/" target="_blank">Storefront</a></li>
<li>Disable all plugins except for WooCommerce</li>
<li>Repeat the action that is causing the problem</li>
</ul>

If you’re not seeing the same problem after completing the conflict test, then you know the problem was with the plugins and/or theme you deactivated. To figure out which plugin is causing the problem, reactivate your other plugins one by one, testing after each, until you find the one causing conflict. <a href="https://docs.woocommerce.com/document/how-to-test-for-conflicts/">You can find a more detailed explanation on how to do a conflict test here.</a>
    Thread Starter goilurra

    (@goilurra)

    Thank you for your response.
    Unfortunately, I can’t dedicate myself to this issue today. I will do what you propose in the near future and will reply with the result.

    Mirko P.

    (@rainfallnixfig)

    Perfect! That sounds like a plan.

    We’ll be here if and/or when you are ready to continue.

    Thread Starter goilurra

    (@goilurra)

    Hi mates,

    Bad news ??

    I made a backup, switched to Storefront theme and deactivated all plugins except woocommerce and email log.

    I placed an order in the shop and it didn’t send the confirmation email. I deactivated the email log plugin, placed another order and it didn’t send anything either.

    Looking at the email log, it doesn’t send emails when a new account is created, nor when an order is cancelled. But it did send the backup.

    I’m re-activating the plugins and the theme so that at least the website is navigable and I’m waiting for another idea.

    Thanks to all of you.

    Mirko P.

    (@rainfallnixfig)

    Hi @goilurra

    Thanks for trying the conflict testing.

    If I understand correctly email notifications to customers were being sent in the last weeks but then suddenly stopped working. Have you already seen our Email troubleshooting guide and FAQ? It can be found here: https://woocommerce.com/document/email-faq/.

    If the above guide doesn’t help, it could be something related to your email account or something hosting/network related.

    – Can you try with a different email address? Please try an email account from another provider.
    – Contact your host to see if anything has changed in the last few weeks on the hosting side.

    You could ask your hosting provider if they are aware of any config changes or network issues impacting email. Failing that, the email documentation I referenced above has instructions for setting up an SMTP provider to deliver emails instead. This can be more reliable in some cases.

    Thanks.

    Thread Starter goilurra

    (@goilurra)

    Hi mates,

    Thank you very much for your help.

    I asked the person from the NGO in charge of internet providers and she told me that a few weeks ago we switched to gmail services, google workplace. But she didn’t tell me how to contact a real person and not a form.

    It is possible that the problem is here. Can you tell me what I can do in the gmail settings to fix it.

    On the other hand, I have tested with the contact form plugin (Contact form 7) and the backup plugin (Ithemes security) and they do send the emails.

    Mirko P.

    (@rainfallnixfig)

    Hello @goilurra,

    There is a support page for Google Workspace where you can get in contact with a Google Support Representative that will be best positioned to help you find a solution to your email issue.

    https://workspace.google.com/intl/en/support/

    I’m going to close the thread now. Feel free to open a new topic if you have more questions.

Viewing 7 replies - 1 through 7 (of 7 total)
  • The topic ‘Order confirmation email not send to customer 2021’ is closed to new replies.