Anita C

So guess what happened when I updated the Live site to 9.2.2? I activated PayPal and the receipts are going out like they should. The HTML receipt is leaving and being delivered. Would you happen to know why?

No, this is a Live site at the moment. To do that I’d have to copy it over to a staging. But I can try to connect this on another install.

I have turned PayPal (not standard) back on. Checked all of our configurations and HTML again does not send but testing with Plain text does.

The second one has always been deactivated through this entire time. But I just went ahead and deleted it. But what I toggled off is just the “PayPal” here in the screenshot. The “Standard” has always been off. So if PayPal there is on, only Plain Text works, not HTML. We need HTML so I turned PayPal off that screen.

https://share.zight.com/jku0oyL4

I am just so baffled. Why would it work in Plain Text mode with PayPal enabled – but HTML won’t work unless PayPal is turned off. Not even with SMTP, it won’t send HTML.

Here is the gist. There’s nothing in the error logs at all. This is what’s been baffling even SG. Nothing is detected. But as I mentioned, when I added the SMTP plugin – when I tried to process an order, it was spinning on the page and there was one single line in dev tools referencing PayPal objects. Unfortunately, I didn’t get a screen grab of that. But when I deactivated PayPal (not the one that says Standard) the receipts generated just fine – in HTML. They won’t send with PayPal in HTML format. Only Plain Text.

• This reply was modified 7 months ago by Anita C.

Hi!! Just wanted to report back I found the issue. We had both WooPay and PayPal as payment options. When I added the SMTP plugin to test things, I ran the sale with the dev tools > network tab open and I saw that it was hanging and spinning and the line was related to PayPal objects. So I went to the Payments, turned off PayPal and let only WooPay and it works. Receipts are going out like they should.

Now the question is – WooPay and PayPal cannot work together?

It’s a self-hosted, domain matching email address. It’s always worked just fine. I do not want to add an SMTP provider just for this one email template as the whole thing has been working fine without that additional plugin. Nothing is going to spam filters at all. I just find this is just strange that this would suddenly start happening and only on the WooCommerce HTML template version and no one can explain it. Not even if the template might be corrupt, WooCommerce corrupt. I try to keep the sites as simple and do not like adding all of these plugins. If that ends up being what’s recommended, then we’ll stick with Plain Text since that’s working. It’s not preferred but that at least works. I just want to figure out why HTML version on this template only is not going out.

Thank you for your time. I will mark this resolved.

Sure, in the WP Mail Logging, they are being processed and going out as if they are leaving the server. That’s what’s so baffling now. If I go to Order Details and send right from the customer order – that goes out just fine. All other email templates are working fine in HTML – it’s only the Processing Orders that will not go outbound in HTML format. If we switch to Plain Text, they go out.

We’ve tried various customer emails and some are even self hosted. We just cannot figure out what or who is the BLOCKED entry in the screenshot. Who’s blocking it.

SiteGround chat support is converting to a ticket to have someone check that blockage for me. But I’d still like your input if you can share anything else I can try.

No reader. Regular credit cards. And, it’s the Processing Order email. I am on with SiteGround to see if they can see what might be blocking it. But when I send in HTML format, this is what happens.

https://share.zight.com/8LuexQBA

Switching to Plain, the leave and are received immediately – no block.

Hi, so doing a bunch more testing, if the Processing Order email is set to Plan, the email goes out. But if I switch it back to HTML, it does not go out. Any ideals on what I can look for to troubleshoot why HTML will not go out. And again – all of the other email templates work in HTML – just not this one.

Yes, that’s what I am referring to. And, in your screenshot you do not have the “New receipt”. Mine has the “New receipt” with a permalink of – woocommerce-payments/templates/emails/customer-ipp-receipt.php. When I hover that one it says for card readers but I think the site is trying to use that template and not the Processing orders template.

https://share.zight.com/QwuJDvzO

I am not sure how that got there but I think that’s causing an issue.

• This reply was modified 7 months ago by Anita C.
• This reply was modified 7 months ago by Anita C.

Thank you. I will try that again. It’s just so odd that it’s only one email template. Also, can you maybe tell me why one website would have the “New Receipt” email template but the other site does not? Neither site has had any human interaction with removing or modifying templates.

Thank you for responding so quickly. I have that plugin in there and it’s saying the emails are sent. And if I resend it from that log, they still do not go out. But if I go to the order itself, I can send the Order Details and it’s receiving immediately.

I did just notice something though. On one website where it’s working, it’s sending the “Processing orders” email as the receipt. And that site DOES NOT have the “New receipt” in the list of email templates.

The non-working site – I turned off “New receipt” thinking “Processing orders” would then send the receipt and it does not.

Why would “New receipt” be in one site but not the other?

• This reply was modified 7 months ago by Anita C.