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Confirmation emails

Posted: January 25, 2019 at 10:25 pm


Pacific earth school

January 25, 2019 at 10:25 pm

Hi I’ve just got a phone call from a ticket purchased saying they didn’t get a receipt or confirmation for their ticket purchase. I can see in the messages there is 93 messages unsent . I went to the forum and change a setting according to the advice but it didn’t help . Can you help me ensure all these messages get to the participants ASAP.

Also same guest is asking how to edit her registration details – how does she do that?


Tony

  • Support Staff

January 26, 2019 at 1:35 pm

Hi there,

I can see in the messages there is 93 messages unsent

When you say unsent, what ‘status’ do the messages have?

There’s a colored ‘status bar’ next to each message, what color is that?

I went to the forum and change a setting according to the advice but it didn’t help .

Which setting?


Pacific earth school

January 26, 2019 at 6:45 pm

“Failed to send , can retry” is the status of 101 messages as of today .
The global setting I changed was from “on a seperate request” to “on the same request” .


Pacific earth school

January 26, 2019 at 6:46 pm

Status colour is orange


Tony

  • Support Staff

January 28, 2019 at 4:15 am

Ok, so an orange status bar means that wp_mail() is returning false when EE tries to send the email.

EE generates the emails and passes them over to wp_mail() to do whatever your server is set up to do with the emails, if that returns false it usually means there is an issue with the mailserver you are using.

Do the ‘to’ and ‘from’ addresses look correct for those messages?

The quickest way to confirm if this is an issue with the mail server is to switch to a transactional email service, we have some listed here:

https://eventespresso.com/wiki/postmark-app-mandrill-transactional-email-handling-services/

You sign up with them install their plugin and add the details the plugin needs, then wp_mail will try to send the emails through their server rather than your current one, I’m assuming you are using your host’s mail sever?


Pacific earth school

January 28, 2019 at 1:32 pm

Thanks , I’m assuming it’s the host as well but honestly didn’t know about having to set this up anywhere – thought it would all integrate unless instructed otherwise.. I’ll check that link


Pacific earth school

January 28, 2019 at 1:48 pm

Hi , I had a look there and downloaded postmark plug in, but honestly that’s all a bit over my head – do I get a support token so someone can ensure this is all set up correctly for me? I have a major event happening and ticketing receipts need to be going out ASAP.. probably would have been helpful to know this crucial piece of communication needed extra attention ..


Tony

  • Support Staff

January 28, 2019 at 1:56 pm

do I get a support token so someone can ensure this is all set up correctly for me?

Sure, if you purchase a support token we can check this over and help get a transactional email service setup for you.

probably would have been helpful to know this crucial piece of communication needed extra attention ..

It often doesn’t and depends on your hosting provider, the number of emails, how strict your host anti-spam filters are (the list goes on) so the best way can say prior to this is you ‘may’ need to investigate moving to another email provider for more reliable emails.

I know that isn’t really very helpful but we simply don’t have control over emails once we’ve passed them over to the server.


Pacific earth school

January 28, 2019 at 2:18 pm

I’m
Just talking with hostmonster to see if they can address the server – will let you know how I go.


Pacific earth school

January 28, 2019 at 6:29 pm

Hi , not having a good run with hostmonster today – can I get a support ticket to fix this up please? In the other support topic is the info you need to access my stuff


Pacific earth school

January 28, 2019 at 6:35 pm

I have purchased a support token but redeem button not responding. Can we get this set up ASAP.. thanks heaps


Pacific earth school

January 28, 2019 at 6:45 pm

Will this also address the emails I’m not getting. From my contact form?


Tony

  • Support Staff

January 29, 2019 at 3:21 pm

Hi there,

Unfortunately, the only credentials we still have available are the FTP credentials from your private replies, for security reasons we don’t save login credentials and remove them as soon as we are finished with the current request.

Can you submit the form for your support token providing the requested details again please?

The form wont allow you to submit unless you have provided details in all the fields with an asterisk (*) and selected the checkbox and GDPR question at the bottom.

Once we have login details I’ll review the emails on your site and get this fixed up for you.


Pacific earth school

January 29, 2019 at 4:23 pm

Hi tony, have filled out a support token form
And provided log in and you have FTP from before.. I don’t have access to my laptop atm , only iPhone. Thanks for fixing this up!


Tony

  • Support Staff

January 30, 2019 at 6:54 am

I’ve replied to your support token via email, if you can follow up there we can help with whichever method you prefer to use.

The support post ‘Confirmation emails’ is closed to new replies.

Have a question about this support post? Create a new support post in our support forums and include a link to this existing support post so we can help you.

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Status: closed

Updated by  Tony 2 months, 3 weeks ago ago

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