Can you setup a test event (it can be an event far in the future if preferred so its not visible on the site or publish it as password projected and post the password so I can view it) with a free and paid ticket on the event please?
Also if you look within Event Espresso -> Messages -> Message Activity can you see the messages listed there for the users who are not receiving anything?
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Support forum for Event Espresso 3 and Event Espresso 4.