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Mark Law
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May 15, 2017 at 11:12 am
When a booking is paid for, the customer gets the ‘payment received email’ but they don’t get the event registration email.
I looked on the help pages of event espresso but didn’t find much help.
This can happen if paypal doesn’t tell EE that payment has been received.
But, I tested this by manually adding my name to the attendee list. That always generated both emails being sent to me. But in this case, I didn’t receive the Event registration email either.
I tested this with an event that has the default email and also an event that uses a custom email and in neither case was the registration email sent.
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Lorenzo Orlando Caum
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May 15, 2017 at 12:28 pm
Hi Mark,
Are you seeing any emails in the junk or spam mail folder and are other emails from your website working (e.g. an email from another plugin such as a contact form)?
If you go to Event Espresso –> General Settings, then is a primary contact email set in the contact information area?
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Lorenzo
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Mark Law
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May 15, 2017 at 2:34 pm
Hi Lorenzo. My email address is the primary contact.
Maybe this helps: When I open the attendee list of an event and click on resend registration details’ the details are not resent, or if they are resent they are not received by the email that the booking was made from. I have heard this from customers and tested it with my own email in the booking.
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Tony
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May 15, 2017 at 5:52 pm
Hi Mark,
If you go to Event Espresso -> Messages you should a message activity table, do you see your messages there?
If so what color ‘status bar’ do they have on the left of the list?
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Tony
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May 15, 2017 at 5:56 pm
Actually, scratch that, EE4 on the brain.
Can you install a plugin such as WP Mail Logging and retest sending the registration emails?
Then look within the email log and confirm if they show up there?
Do other emails work? For example, password resets or using a plugin such as ‘Check Email‘ to send a test email from the site.
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Mark Law
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May 16, 2017 at 1:38 am
hi Tony, thanks for the info. I installed WP Mail Logging and made a few dummy bookings. The email to the buyer is being sent according the the log. However these emails are not being received. This seems consistent, I have tried it with numerous email addresses of my own in dummy bookings (yahoo, gmail and my bluehost one). I checked my spam folder and I have not received the emails there either. The same is happening with my clients.
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Tony
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May 16, 2017 at 6:34 am
When an email is triggered by EE it builds out the content and then passes the details to wp_mail() which is a WP core function that basically formats the email and passes it over to whatever is sending the email (usually your hosts mail server).
WP Mail Log hooks into wp_mail really late (just before its sent off to the server) so if the emails are shown there then EE is triggering them as expected but they are lost after they have been sent for sending.
We usually see this when the host’s mail server has been blacklisted or poorly configured and recommend using a transactional email service to work around it:
https://eventespresso.com/wiki/postmark-app-mandrill-transactional-email-handling-services/
Most of the providers mentioned in the above have a free tier available so I’d recommend testing an registration whilst using one of the above and confirm if the email is received, if it is, it is most likely the mail server you are currently using.
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Mark Law
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May 20, 2017 at 2:39 am
Hi, I will try the above. Just to give you a bit more info about the problem. Other emails sent are being received, like when making a new user, the payment received email, when emailing all attendees of the event. These are all send and received. It seems only to be the registration confirmation email that is sent but not received. There is one exception to this and I have tested it a few times with the same result: If I make a dummy booking and use my own email address, (not personal, the one in question here) then the registration confirmation is indeed delivered. But this doesn’t happen with the 5 other email addresses I have used to make dummy bookings.
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Tony
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May 22, 2017 at 4:16 am
Is the personal address you are using from the same provider as any of the others?
EE doesn’t have any code to differentiate email addresses, so if it’s working for one email, exactly the same process will happen for the others. As it also shows up in the mail log the email is correctly being generated and send on its way which means its most likely an issue downstream (mail server).
Its odd that the other emails are working and not the confirmation emails however it may be something within the content of those emails the server doesn’t like.
If you still have the same problem with one of the transactional email services we can investigate further.
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Mark Law
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June 29, 2017 at 3:36 am
I posted a topic called ‘Event Registration not being sent after payment received’ and wanted to add one more post as I have found what was triggering my problem and it might help others. That topic is closed so I started this new one…
At the end of my Registration Confirmation email text, I added a ‘PS’ at the bottom of the page with a line of text and link to a website that I am promoting. When I took that PS line and the link out, my emails started being delivered again.
Hope that helps someone!
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Tony
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June 29, 2017 at 6:43 am
Hi Mark,
I’ve reopened this thread and merged your other into it (threads automatically close after 2 weeks of inactivity).
I’m glad you found the problem although I’m not sure why adding the link caused a problem for you.
Do you have the full string you added in? (hiding any sensative info)
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Mark Law
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June 29, 2017 at 7:30 am
Below is the text that caused my emails to be sent but not received. I have searched to see if the domain name is blacklisted and it appears not to be…
PS – That Dam Guide is part of a collective of small independent tour companies that all offer excellent quality small group tours. Support the little guys in Amsterdam, Bratislava, Istanbul, Paris, Prague and find out more about us all at our collective website: tourlings.com
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Josh
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June 29, 2017 at 8:11 am
What could have happened there is if your mailserver runs SpamAssassin the spam score might have scored over the threshold with that extra message at the bottom. SpamAssassin has a large set of rules which are applied to determine whether an email is spam or not.
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