Send Emails to Seller After Purchase stopped working

Hi, email related issues can be tricky. However the following troubleshooting steps might be able to help you. Please let me know if they help you.

https://s-plugins.com/forums/topic/solution-for-email-sending-issue-on-your-site/

Kind regards.

Thanks for the prompt response – that was helpful. Turns out debug logging was already enabled, so I have extracted the parts of the log relating to the last two purchases.

According to the first troubleshooting step, I should be seeing, eg.
[05/11/2018 4:03 AM] – Notification email sent to buyer: etc

However, what I’m seeing is:
[07/04/2023 10:57:49 PM] – Notification email to buyer scheduled: [email protected], from email address used: Ku-ring-gai Historical Society [email protected]
[07/04/2023 10:57:49 PM] – Notification email to seller scheduled: [email protected],[email protected],[email protected], from email address used: Ku-ring-gai Historical Society [email protected]
[07/04/2023 10:57:49 PM] – Payment has been processed successfully.
[07/04/2023 10:57:49 PM] – Redirecting to results page “https://www.khs.org.au/stripe-checkout-result/”

So firstly, is it a concern that the emails were only ‘scheduled’, not ‘sent’?

And secondly, I’ve highlighted that one of the seller emails is the same as the sender “from email address used” – I note that from troubleshooting step #6)?Ensure the “to” and “from” email addresses are NOT the same
– but this has never actually been an issue before.

Hi, has your host set up a limit on how many emails you can send per day? Has anything changed in your site or server prior to this issue?

I note that from troubleshooting step?#6)?Ensure the “to” and “from” email addresses are NOT the same
– but this has never actually been an issue before.

Your best option is to changed this as per the instructions.

Kind regards.

Hi,
I seem to have fixed it by ensuring that the ‘to’ and ‘from’ email addresses are now different. Funny that this was never an issue over the last year or more!

With regard to other issues: it won’t have been an email limit issue as we send so few emails per day. But yes, our web host did move us to a new server recently – could that also be (at least part of) the issue?

Additionally, while performing the testing I had several “Error! Page load signature check failed” errors. I read elsewhere here that this could be a caching issue, but deactivating our WP Super Cache plugin (and clearing cookies) did not help.

What did help was disconnecting from my VPN before performing subsequent tests. On reconnecting, the error reappeared. Do you have any ideas about why this could be causing this error?

Hi,

What?did?help was disconnecting from my VPN before performing subsequent tests. On reconnecting, the error reappeared. Do you have any ideas about why this could be causing this error?

It might be that the VPN is using a different IP address. In your case you might like to try the following plugin mentioned in the troubleshooting steps I shared above.

https://www.ads-software.com/plugins/easy-wp-smtp/

Kind regards.

Hi, thanks, our SMTP is actually handled by our web host. But your comment made me remember that my VPN regularly changes my IP address, which I presume would explain the “Error! Page load signature check failed” error, assuming my IP address had changed in the time between initially accessing the page and clicking the Buy button? – a very likely scenario.

But your comment made me remember that my VPN regularly changes my IP address, which I presume would explain the “Error! Page load signature check failed” error, assuming my IP address had changed in the time between initially accessing the page and clicking the Buy button? – a very likely scenario.

Yes, changing the IP address would definitely cause your issue. If your question is answered and you don’t need any more help, you may close this thread.

Kind regards.

• This reply was modified 1 year, 4 months ago by mbrsolution.

Thanks, just one more thing – occasionally when attempting test purchases I got an error just called “undefined” in the red bar. I worked out that this correlated with my IP address having been blocked by our anti-spam plugin, because my VPN’s IP address range had been flagged as high risk, so the plugin blocked parsing of the form. I guess this is more of an observation than a question, but anyway does it make sense to you that this was cause the undefined error?

Yes, that make sense.

Kind regards.

• This reply was modified 1 year, 4 months ago by mbrsolution.

Thanks, really appreciate your support, and have left a review. I’ll now close this thread.

Hi,
This happened again today – the Stripe payment was processed normally but the log indicates that neither the seller nor the buyer emails were sent. Our anti-spam plugin indicates that the form was not blocked by it.
I think the only thing we discussed earlier that might be an issue is that our web host did move us to a different server a few weeks ago. If you think this may be the cause and is worth pursuing with them, what should I ask them about this issue?

EDIT
In case it’s relevant, I have noticed some warnings in the log, though they are not directly related to the sale in question. I’m seeing this several times in the log:
WARNING: Stripe PHP library conflict! Another Stripe PHP SDK library is being used. Please disable plugin or theme that provides it as it can cause issues during payment process.
Library path: /home/khsorg/public_html/wp-content/plugins/wpforms-lite/vendor/stripe/stripe-php/lib/Stripe.php

I’m also seeing this sort of thing a lot, relating to a non-existent product
[07/15/2023 11:09:35 AM] – FAILURE: Can’t find product with ID: 6263
[07/15/2023 02:54:19 PM] – FAILURE: Can’t find product with ID: 6263
[07/15/2023 02:54:22 PM] – FAILURE: Can’t find product with ID: 626311
[07/16/2023 05:09:29 AM] – FAILURE: Can’t find product with ID: 6263
[07/16/2023 05:21:25 AM] – FAILURE: Can’t find product with ID: 6263
[07/16/2023 05:22:42 AM] – FAILURE: Can’t find product with ID: 6263
[07/16/2023 05:26:30 AM] – FAILURE: Can’t find product with ID: 6263
[07/17/2023 03:24:20 AM] – FAILURE: Can’t find product with ID: 6263
[07/17/2023 03:42:03 AM] – FAILURE: Can’t find product with ID: 6263

• This reply was modified 1 year, 4 months ago by semoliner. Reason: Additional info

I’m seeing this several times in the log:
WARNING: Stripe PHP library conflict! Another Stripe PHP SDK library is being used. Please disable plugin or theme that provides it as it can cause issues during payment process.

Please carry out the following troubleshooting steps.

https://s-plugins.com/forums/topic/test-for-plugin-and-theme-conflict-before-posting-an-issue-or-a-bug/

I think the only thing we discussed earlier that might be an issue is that our web host did move us to a different server a few weeks ago. If you think this may be the cause and is worth pursuing with them, what should I ask them about this issue?

If the troubleshooting steps above does not help, try installing the plugin again. First disable and delete the plugin, then install a fresh new copy. Let me know if this helps as well.

Kind regards.

• This reply was modified 1 year, 4 months ago by mbrsolution.

The two minor issues with the WARNING and the FAILURE in the log; and the main issue with the emails sometimes not sending, all only occur intermittently; ie. the plugin sometimes sends emails and sometimes does not.

So if we were to disable all other plugins and our Astra theme, and then test to see if the plugin behaves how it is supposed to, it may well behave how it is supposed to, but this would prove nothing without a very extended test period which is not possible on a live site.

With regard to:
WARNING: Stripe PHP library conflict! Another Stripe PHP SDK library is being used. Please disable plugin or theme that provides it as it can cause issues during payment process.
Library path: /home/khsorg/public_html/wp-content/plugins/wpforms-lite/vendor/stripe/stripe-php/lib/Stripe.php
It appears to be indicating a conflict between Accept Stripe Payments and WPForms Lite (which has its own Stripe payment functionality but which we have not enabled) but I think this is a red herring because looking at the log, the occurrence of this warning has no bearing on whether the emails get sent or not; ie. sometimes the warning appears and the emails still get sent.

As a test I have just renamed the folder /home/khsorg/public_html/wp-content/plugins/wpforms-lite/vendor/stripe to stripe_hold and will monitor the log to see whether this makes any difference.

With regard to, eg:
[07/05/2023 06:07:54 AM] – FAILURE: Can’t find product with ID: 6263
[07/05/2023 09:04:57 AM] – FAILURE: Can’t find product with ID: 0
[07/05/2023 09:05:02 AM] – FAILURE: Can’t find product with ID: 0
[07/05/2023 02:46:48 PM] – FAILURE: Can’t find product with ID: 6263
These occur at random times and never coincide with any payment form processing. So again, I don’t see how this can have any bearing on whether the emails get sent or not.

If I were to deactivate and delete the Accept Stripe Payments plugin as you suggest, and then reinstall it, would our products be lost?

• This reply was modified 1 year, 4 months ago by semoliner.

If I were to deactivate and delete the Accept Stripe Payments plugin as you suggest, and then reinstall it, would our products be lost?

No, you will not loose any settings and or your products. However I always encourage people to create a backup. It is always better to be safe than sorry.

Kind regards.

OK, so I have reinstalled the plugin, and currently this is the entire contents of the log:
[07/23/2023 08:24:29 AM] – Stripe Payments debug log file

[07/24/2023 09:03:34 PM] – FAILURE: Can’t find product with ID: 6263
[07/25/2023 05:49:50 AM] – FAILURE: Can’t find product with ID: 6263
[07/25/2023 07:47:08 PM] – FAILURE: Can’t find product with ID: 6263
[07/25/2023 08:30:06 PM] – FAILURE: Can’t find product with ID: 6263
[07/25/2023 11:10:17 PM] – FAILURE: Can’t find product with ID: 6263
[07/26/2023 12:18:16 AM] – FAILURE: Can’t find product with ID: 6263

We don’t have a product with ID 6263. It seems to be fixated on that number, but previous to reinstallation, other IDs have included 626311, 626411, 63720, 11 and zero.

As I previously mentioned, as you can see from the time stamps, these occur at random times and never coincide with any payment form processing, so I doubt that this would have any bearing on whether the emails get sent or not, but it is very odd.