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Emails going to wrong address

Posted: May 2, 2015 at 6:55 am


Rachael Fussell

May 2, 2015 at 6:55 am

We’ve updated the email address both in our EE account and within WordPress to direct to our address, however registration emails are still going to our developer. Why is this and how can this be fixed?


Dean

May 4, 2015 at 6:24 am

Hi,

Did the developer create the events under his own user account? Emails might be going to the event author.


Dean

May 4, 2015 at 6:24 am

Hi,

Did the developer create the events under his own user account? Emails might be going to the event author.


Tyler Longren

May 4, 2015 at 9:27 am

Dean, is this related to the entire messages component, perhaps?

I’m experiencing issues with notifications not sending to the correct address (or not being sent at all) and incorrect notification body content (or empty content).

Related threads:
https://eventespresso.com/topic/customers-purchasing-tickets-stopped-receiving-confirmation-emails/
https://eventespresso.com/topic/ee4-registrant-details-missing-in-e-mail/
https://eventespresso.com/topic/customers-purchasing-tickets-stopped-receiving-confirmation-emails/

And then there’s a comment from Garth on this blog post about possibly wide-spread database issues.

Blog post was made last month, but the comment was just made a few days ago, which seems to be when many people started having problems.


Rachael Fussell

May 4, 2015 at 12:57 pm

These events should be created under the main account, not sure how to verify that. All we know is that under ‘About Yourself’ we have the correct email address in there, as well as in WP under Event Espresso General Settings. Where are we supposed to enter this email address?


Lorenzo Orlando Caum

  • Support Staff

May 4, 2015 at 3:37 pm

Hi Rachael,

By default email notifications are sent to the event admin or event author. This is the person that has created an event using the event editor.

There are two ways to change this.

1) You can go to each event in the event editor and then click on the Screen Options toggle in the top right corner. Then place a checkmark for author.

Next, scroll down and look for the new metabox for the author. Then set it to the new author and save changes. Then go to any remaining events and switch the author and save changes.

or

2) You can set Event Espresso to always send to the organization email regardless of what is set for the event author.

To do this, go to Event Espresso –> Messages. Then locate the registration approved message type for the event admin and click on it. Change the TO field to this shortcode and save changes:

[CO_EMAIL]


Lorenzo


Rachael Fussell

May 18, 2015 at 10:22 am

We tried option 2 and that does not seem to be working. How can I elevate this to get this resolved? Thanks!


Lorenzo Orlando Caum

  • Support Staff

May 18, 2015 at 12:58 pm

Hi,

If you go with option 2, then this change would need to be made for multiple registration emails for the event admin including the registration approved message type, the registration pending payment message type and others.

Also, did you remember to save after updating the shortcode via the messages editor?

http://cl.ly/2m0M3l21320G/Screen%20Recording%202015-05-18%20at%2002.57%20PM.mov


Lorenzo


Rachael Fussell

May 18, 2015 at 1:21 pm

In every message type with a recipient of Event Admin we’ve put that above short code in the TO: field. Is there something else we’re missing?


Lorenzo Orlando Caum

  • Support Staff

May 18, 2015 at 1:41 pm

Hi, those are the correct steps.

What is the email that is entered in Event Espresso –> General Settings –> Your Organization –> Your primary contact email page?


Lorenzo


Rachael Fussell

May 18, 2015 at 1:48 pm

The email we want those messages to go to.


Lorenzo Orlando Caum

  • Support Staff

May 18, 2015 at 1:51 pm

Hi there,

Could you please create a temporary WordPress admin login so we can take a closer look at this issue?

Please share that temporary login through the secure link below:

https://eventespresso.com/send-login-details/

To prevent delays in troubleshooting, be sure to double check your information on the form before submitting.

The submit button for the form appears at the end of the form.

Again, please ensure that the temporary login works.

Thank you.


Lorenzo


Rachael Fussell

May 18, 2015 at 2:10 pm

Form completed, login checked – thanks


Lorenzo Orlando Caum

  • Support Staff

May 18, 2015 at 2:30 pm

Hi, there are a few custom message templates that are set to go to the event author. Some of those may be enabled for some events. If they are, then this would override the global templates which are the default templates that are shown when you browse to the Messages overview screen.

Could you also update those as well by changing the shortcode in the TO field for the event admin context?

[EVENT_AUTHOR_FORMATTED_EMAIL]

to

[CO_EMAIL]

This change can be made through Event Espresso –> Messages –> Custom Message Templates:

http://cl.ly/image/2X461c3Z1U0G


Lorenzo


Rachael Fussell

May 18, 2015 at 2:39 pm

That’s been adjusted.


Lorenzo Orlando Caum

  • Support Staff

May 18, 2015 at 2:57 pm

Try a new registration for one of the events either via the front-end or through the WP dashboard.

Are the event admin emails sent to the new email address?

One other thing to check would be for email filters in your email account. If your domain’s email is running on Gmail, then it is possible to have certain emails archived and forwarded to another email address (e.g. your developers email address).


Lorenzo


Rachael Fussell

May 18, 2015 at 3:50 pm

OK, testing now, thanks.


Dean

May 19, 2015 at 5:34 am

Please let us know how you get on.


Rachael Fussell

May 29, 2015 at 8:10 pm

I’m sorry this still seems to be an issue. Can someone message me so that we can figure out our options to resolve? Thanks.


Lorenzo Orlando Caum

  • Support Staff

May 31, 2015 at 8:22 pm

Hi, I’ve replied to your email. Thanks


Lorenzo

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Updated by  Lorenzo Orlando Caum 4 years, 2 months ago ago

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