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Confirmation emails not sennding

Posted: June 6, 2018 at 7:57 pm


Adam

June 6, 2018 at 7:57 pm

Hello,

We have been using your software for over a year now, it’s been great but we quite regularly have customer email us saying that they did not receive the confirmation email (reg approved) after Succesful purchasing a ticket. This has now escalated to receiving many many of these each day.

I have checked admin / messages / failed & failed sending can be retried but these areas are empty or only contain 1 or 2 from many months ago.

the website is https://bit.ly/2xQ1uHd

This is driving us crazy, please help.


Josh

  • Support Staff

June 6, 2018 at 9:02 pm

Hi Adam,

If you go to test an email from one of the email Message template editors, do you receive the test? If so, it may help to go to Event Espresso > Messages > Message Settings and set the the option for emails to be sent on the same request.

If not, can you verify whether *other* emails (like a WordPress password reset email) get sent from your site?

You can install this plugin to verify whether the mail actually gets sent or not:
https://wordpress.org/plugins/wp-mail-logging/

It’s important to discern whether the emails are actually not getting sent, or if they’re actually getting sent, but not received. If you find that they’re getting sent, can you check to see whether the emails are getting trapped in the spam folder?

In most cases, setting up a third party service to deliver email will resolve email delivery issues. The built-in mail servers (especially those that are used for shared hosting accounts) can be unreliable. We recommend using a service like Mandrill, Postmark, or any of the other services listed in our documentation for sending transactional email. More info here:

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

Alternatively, you could also use a gmail account and configure a plugin like the WP Mail SMTP plugin to send the emails.


Adam

June 6, 2018 at 10:02 pm

Hi Josh,

Thanks for the reply.

I got the test email in my inbox, the ‘sent on the same request’ settings was already active.

I installed WP Mail log and resent the test, it looks like it was sent ok and is in log file.

We use Gsuite for our website email, would you recommend using the plugin you mentioned below for setting up SMTP server for mail or is there a better way?
‘WP Mail SMTP by WPForms’
Can this cause any problems?

Thanks


Tony

  • Support Staff

June 7, 2018 at 4:21 am

Hi there,

I’ve just added a registration to one of your events under ‘TonyEETest’, can you trigger the emails for that registration so I can take a look?

Its possible your emails are being flagged as spam.

We use Gsuite for our website email, would you recommend using the plugin you mentioned below for setting up SMTP server for mail or is there a better way? ‘WP Mail SMTP by WPForms’

So you are already using WP Mail SMTP to send your email through Gmail?


Adam

June 13, 2018 at 7:37 pm

Sorry Tony, I didnt get an alert to say you replied.
I clicked ‘clicked resend notification’ on reg details screen

How do I “rigger the emails for that registration so I can take a look”

I’m not using a plugin as yet, just wanted your opinion before I added one. We are using Gsuite, whats easiest / most reliable to potentially be rid of these errors? I have had customers say they are not getting anything in their spam either.


Tony

  • Support Staff

June 14, 2018 at 3:44 am

I clicked ‘clicked resend notification’ on reg details screen

Whilst this likely won’t matter, can you add a screenshot showing what you clicked? I’m not following which section you are on.

How do I “rigger the emails for that registration so I can take a look”

It depends on what message you want to send, but using this button – http://take.ms/4FroW

Will usually send either the Pending Payment or Reg Approved message depending on your setup.

Or to switch the status and send a specific message you edit the registration and use this section – http://take.ms/zrn4WW

However, I have an email from your site now so no need for the above.

I’m not using a plugin as yet, just wanted your opinion before I added one. We are using Gsuite, whats easiest / most reliable to potentially be rid of these errors?

The plugin you use shouldn’t really matter here, the one you linked to should be fine, it’s basically just telling wp_mail() to send the email using Google Mails server rather than your server.

The most reliable fix is to switch to using a transactional email service like Josh linked to:

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

You then install whatever plugin that use to tell your site to send your emails through their mail servers rather than your own. They then take care of maintaining the mail servers status/config so you don’t need to worry about it.

But, using Google mail to send your emails can also work if you prefer to use an SMTP plugin like above.


Adam

June 14, 2018 at 4:01 am

Thanks for the info Tony.
I just sent those emails from your test registration. If you receive them ok, what would be causing our customers to not be receiving them?


Tony

  • Support Staff

June 14, 2018 at 5:07 am

Yes, I see those and its hard to say why others aren’t receiving them.

PHPMailer is adding Using PHPMailer 5.2.22 (https://github.com/PHPMailer/PHPMailer) to the from header of all your emails, that could be a red flag.

If you look in the Message Queue (Event Espresso -> Messages -> Message Activity) do you see the messages users are saying they have not received listed there? Do they show as sent with a green ‘status bar’ on the left of the list?

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Updated by  Tony 4 months ago ago

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