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Emails Not sending to customer or us since suffix change

Posted: December 7, 2018 at 6:23 am


swoutdoorsgroup

December 7, 2018 at 6:23 am

We’ve recently changed the suffix on our email addresses from @swoutdoorsgroup.co.uk to @outdoorsgroup.co.uk and since then, our website isn’t sending confirmation emails and registration booking forms to either our customers or ourselves. We’ve changed the email address that it should be sending to on the website in the dashboard and we have a re-direct set up to catch any but that doesn’t seem to be working either. The new inboxes are receiving emails so we think the issue is with event epresso. Can anyone help us work this out? We need to get this sorted ASAP!!


Tony

  • Support Staff

December 7, 2018 at 8:43 am

Hi there,

If you go to Event Espresso -> Messages -> Message activity

Can you see the ‘new’ emails listed there and if so what colour ‘status bar’ (the coloured bar to the left) do they have?


swoutdoorsgroup

December 9, 2018 at 3:52 pm

All the recent ones since our email address change are orange with the following error message:

Message was not executed successfully.
Messenger and Message Type were valid and active, but the messenger send method failed.
The email did not send successfully.
The WordPress wp_mail function is used for sending mails but does not give any useful information when an email fails to send.
It is possible the “to” address (lauren.clarke99@outlook.com) or “from” address (The Outdoors Group ) is invalid.


Tony

  • Support Staff

December 10, 2018 at 6:20 am

Ok, to confirm, have you changed the email address within:

Event Espresso -> General Settings -> Your organization -> Primary Contact Email

To use your new domain?

Are you using any SMTP or transaction email plugins to send your email or just through your host’s mail server?

If you go to Event Espresso -> Messages -> Default message templates -> Registration Approved -> Registrant

What does it show in ‘From’ field? – http://take.ms/Qy62W


swoutdoorsgroup

December 10, 2018 at 9:23 am

I’ve changed it in general settings but is says ‘pending’ and that it will send an email to confirm the address change which still hasn’t arrived… Is that the issue? Is there any way to speed through this email?

In the ‘from’ field of the registration approved default message, it shows this: [CO_FORMATTED_EMAIL]


Josh

  • Support Staff

December 10, 2018 at 9:29 am

Can you change that to To: field to [CO_EMAIL], then try doing a test send of that message from the message template editor?


swoutdoorsgroup

December 10, 2018 at 9:37 am

It’s come up with this error:

The following errors have occurred:
The email did not send successfully.
The WordPress wp_mail function is used for sending mails but does not give any useful information when an email fails to send.
It is possible the “to” address (hello@outdoorsgroup.co.uk) or “from” address (hello@outdoorsgroup.co.uk) is invalid.

The test message was not sent

The email address still hasn’t successfully changed in the general setting – primary contact though. What can I do about that?


Josh

  • Support Staff

December 10, 2018 at 9:44 am

Which field exactly are you trying to change? The reason I ask is because there shouldn’t be any sending of a confirmation to make that change. To be clear, you’re changing the “Primary Contact Email” field on the Event Espresso > General Settings page, and it’s giving you an error message?


swoutdoorsgroup

December 10, 2018 at 9:46 am

The primary contact email has now changed, I wasn’t getting the error message there. Sorry, I wasn’t clear. On the General Settings page it said it needed to confirm the new email address but it obviously has now.

The error came when I changed the field in the message template as you suggested and did a test send.


Josh

  • Support Staff

December 10, 2018 at 9:48 am

What was the error exactly, and did you get the error after saving the changes to the template, or was the error shown when you did a test send?


Tony

  • Support Staff

December 10, 2018 at 9:49 am

I’ve changed it in general settings but is says ‘pending’ and that it will send an email to confirm the address change which still hasn’t arrived… Is that the issue? Is there any way to speed through this email?

That’s not something Event Espresso does, which general settings page are you referring to?

Dashboard (your site) -> Event Espresso -> General settings.

Does not send any emails to confirm changes made there.

The email address still hasn’t successfully changed in the general setting – primary contact though. What can I do about that?

Can you add a screenshot of the page you changed this one?

https://eventespresso.com/wiki/troubleshooting-checklist/#screenshots

You can set your reply to private (checkbox just below the editor on this page) when posting the screenshot in case it has any personal info.


swoutdoorsgroup

December 10, 2018 at 9:49 am

The error occurred after I changed the field and did a test send, I hadn’t saved any changes at this point. The error was this:

The following errors have occurred:
The email did not send successfully.
The WordPress wp_mail function is used for sending mails but does not give any useful information when an email fails to send.
It is possible the “to” address (hello@outdoorsgroup.co.uk) or “from” address (hello@outdoorsgroup.co.uk) is invalid.

The test message was not sent


Josh

  • Support Staff

December 10, 2018 at 9:55 am

It sounds like your mail server cannot send emails from the hello@ email address.

You could check with your web host to see if they can either change the mail server settings to allow sending from that address, or find out which email they do allow to send emails from.


swoutdoorsgroup

December 10, 2018 at 10:02 am

Ok I’ll investigate that and see if it’s a problem there. Thanks for your help so far.

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