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Messages (confirmation emails) not being received by registrants

Posted: January 26, 2022 at 2:31 pm


January 26, 2022 at 2:31 pm

Hey guys,

I’ve had quite a few people indicate they do not receive the automated registration confirmation email. I have a list of 10 people in the past couple of months. This is abnormally high so seems like something isn’t right.

I’ve checked their message history and they were sent the original emails at time of registration. After resending, they sometimes receive the 2nd one.

The emails aren’t in junk/spam. Email addresses are correct. Message history in EE indicates the emails were sent.

Any suggestions on where to go from here?

Thanks, Derek


  • Support Staff

January 28, 2022 at 5:01 am

Hi Derek,

When Event Espresso shows an email as sent in the dashboard, it means that as far as EE is concerned everything it did/does, worked as expected.

It generated and packaged up the email, then passed it over to wp_mail() (which is a core WordPress function).

wp_mail() then does some additional checks, adds any headers etc and allows other plugins to hook in at the last minute if needed before sending the email using whatever method your server is set up to use and returns a value to EE.

In this case that all happened and wp_mail() returned true, meaning no errors.

To give you a real-life analogy, if I wrote a letter and put it into an envelope (generate and packaged the content), stuck a stamp on it and passed it to the mail person who smiled and said thanks (passed the email to wp_mail())…. that’s EE ‘sending’ an email.

What happens to the email/letter from there is unfortunately out of our control, but we know that up to the point we could do anything, it all worked (the email shows as sent).

Now I’m not just dismissing your issue here but it’s important to note that with email, Event Espresso doesn’t have all that much control, but lets start with the basics.

Who hosts your email and how is your site set up to send email?

For example, are you using Gmail and have a plugin such as WP Mail SMTP to send the email through them?


February 3, 2022 at 11:23 am

Thank you, Tony. I appreciate and understand all of what you are saying. I’m reaching out as a last resort, as we can’t figure it out. It seems odd to have so many people indicating they haven’t received the emails, some of which are regular customers we personally know – not random, one-off sales.

We use gmail (paid) for email. We do not have an email plug that I’m aware of, I don’t see WP Mail SMTP. The setting in EE messages is to generate and send all messages on a separate request (not sure if that matters).

Thanks, Derek


  • Support Staff

February 4, 2022 at 3:26 am

We do not have an email plug that I’m aware of, I don’t see WP Mail SMTP.

Ok, so that can make a big difference with emails.

To explain a little, you have your emails with Gmail, your domain will likely be set up to send emails from Gmail’s server. So when you send an email from Gmail, the email is sent from the servers set on your domain.

Your server (where your website is) is set up to host your website and your host is running a web server for convenience. What happens then is your server basically now sends emails on behalf of your domain, its not FROM your domain, but from a site on behalf of it. Kinda like me saying ‘This letter is from Derek, I promise *wink, wink*’ and most of the time people will open it anyway but some will question it, bin it and call you up to ask what going on!

(I’m trying to put this in plain English and likely doing a poor job at it, the point is, you want your emails to send from the servers that are known for your domain, in this case Gmail’s)

So I recommend setting up WP Mail SMTP and linking it to your Gmail account. What happens then is when your site sends an email, what it actually does is send it over to Gmail who then sends it as they normally would. Meaning the email is now from Gmail servers and should be the same as if you sent it yourself.

Try that and see if the above improves.

Why you are all of a sudden getting this issue I can’t tell you, but I can tell you email is really finicky and this does happen.


February 15, 2022 at 10:25 am

Thanks for your help on this! I think it has been resolved with the WP Mail SMTP plugin. Thanks so much.



  • Support Staff

February 15, 2022 at 1:54 pm

You’re most welcome, I’m glad that helped.

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