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psep_admin
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December 13, 2023 at 3:20 pm
Our tickets are used for check-in at our events. However, some of our clients are receiving their receipts but not their ticket notices. The clients’ email addresses are spelled correctly. This is new within the past week. I checked the message and the correct shortcode is in the To line of the message, this has not changed since this issue began. I checked the message status and the messages say they were sent, marked in green, but clients are not receiving them. How can this be corrected?
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psep_admin
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December 13, 2023 at 3:26 pm
I am running EE Version 5.0.11.p
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Tony
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December 13, 2023 at 4:39 pm
Hi there,
When EE shows the message as sent with a green status bar, it means the email worked up to the point where EE has control over it. So EE triggered, generated and ‘sent’ the email over to wp_mail() without any errors being returned.
After that your server sends off the email and it’s down to the various mail servers involved from there but we/EE have no control over what happens there. To use a letter analogy you wrote a letter, addressed it and stuck a stamp on it (triggered and generated an email) then handed it over to your local postal service (passed it over to wp_mail()) who smiled and politely said ‘next’.
What happens to the letter from that point on is outside your control but you ‘sent’ it.
So if they show as sent/green in EE but users aren’t receiving them (I assume you’ve asked to check spam?) then most likely one of the mail servers is dropping them.
How is the site set up to send email?
Who hosts your mail?
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psep_admin
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December 14, 2023 at 12:53 pm
Thank you.
Yes, we have checked spam.
I work at a university that doesn’t really use WordPress. They set up the page for my team specifically to use Event Espresso for our events. As a result, I have no idea how the site is set up to send email. I guess I will start by reaching out to one of our IT departments.
Thanks again.
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Rio
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December 14, 2023 at 6:34 pm
awesome, Let us know what you found out.
Have a wonderful day!
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