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Payment Received Email Not Sending on Registration?

Posted: June 23, 2017 at 7:10 pm

Viewing 3 reply threads


afermtools

June 23, 2017 at 7:10 pm

Hello,

Our client reported today that the Payment Received email message is consistently not being received by registrants (we have it set to go to the Primary Registrant).

The other messages – Registration Details and the Ticket Notice to registrants/primary registrants, as well as the Registration notification to the Admin go out fine. All emails are sent out with the “from:” being the same email address.

We have the WP Mail-Logging plugin installed and activated on the site. We’re also running WP-Mail-SMTP, which reconfigures the wp_mail() function to use SMTP instead of mail().

In EE4, we’ve got mail set to go out on “Same Request.” We’re also running WP4.8 on a GoDaddy shared server.

On the client’s reporting of the issue, I ran several tests:

I’ve run through several tests on this issue:

– Created a ‘Test’ ticket on both the major live event and the test version of that event we used for development and purchased the test ticket on both events. (Issue occurs for both events).
– Reset the Payment Received template to the default after the initial fail to receive and purchased again (Didn’t make a difference).
– Sent myself a test Payment Received email from inside the WP editor for that template. (Did get the test email).
– Sent myself a test email from WP-Mail-SMTP (got that one)
– Hit ‘Resend’ from WP Mail-Logging admin page for the missing emails reported as sent. (Didn’t get them).

In all cases WP-Mail Logging reported all the registration-associated emails having gone out with consistent settings, and all having going out within a minute of each other. My inbox confirms this was indeed the case, except for the missing Payment Received email.

I looked on the EE4 forums and am noting a few posts on there about similar issues but what we’ve got what’s recommended already going.

If this helps, here’s the log for my test email from WP-Mail-SMTP:

Test Message Sent

The result was:

bool(true)
The full debugging output is shown below:

object(PHPMailer)#3672 (76) {
  ["Version"]=>
  string(6) "5.2.22"
  ["Priority"]=>
  NULL
  ["CharSet"]=>
  string(5) "UTF-8"
  ["ContentType"]=>
  string(21) "multipart/alternative"
  ["Encoding"]=>
  string(4) "8bit"
  ["ErrorInfo"]=>
  string(0) ""
  ["From"]=>
  string(20) "membership@aferm.org"
  ["FromName"]=>
  string(5) "AFERM"
  ["Sender"]=>
  string(0) ""
  ["ReturnPath"]=>
  string(0) ""
  ["Subject"]=>
  string(49) "WP Mail SMTP: Test mail to mark@click-refresh.com"
  ["Body"]=>
  string(76) "
This is a test email generated by the WP Mail SMTP WordPress plugin.

"
  ["AltBody"]=>
  string(68) "This is a test email generated by the WP Mail SMTP WordPress plugin."
  ["Ical"]=>
  string(0) ""
  ["MIMEBody":protected]=>
  string(399) "This is a multi-part message in MIME format.

--b1_6e6023fbdb8697229a0c2c973c33beda
Content-Type: text/plain; charset=us-ascii

This is a test email generated by the WP Mail SMTP WordPress plugin.

--b1_6e6023fbdb8697229a0c2c973c33beda
Content-Type: text/html; charset=us-ascii

This is a test email generated by the WP Mail SMTP WordPress plugin.

--b1_6e6023fbdb8697229a0c2c973c33beda--
"
  ["MIMEHeader":protected]=>
  string(424) "Date: Sat, 24 Jun 2017 00:57:11 +0000
To: mark@click-refresh.com
From: AFERM 
Subject: WP Mail SMTP: Test mail to mark@click-refresh.com
Message-ID: <6e6023fbdb8697229a0c2c973c33beda@www.aferm.org>
X-Mailer: PHPMailer 5.2.22 (https://github.com/PHPMailer/PHPMailer)
MIME-Version: 1.0
Content-Type: multipart/alternative;
	boundary="b1_6e6023fbdb8697229a0c2c973c33beda"
Content-Transfer-Encoding: 8bit

"
  ["mailHeader":protected]=>
  string(0) ""
  ["WordWrap"]=>
  int(0)
  ["Mailer"]=>
  string(4) "smtp"
  ["Sendmail"]=>
  string(18) "/usr/sbin/sendmail"
  ["UseSendmailOptions"]=>
  bool(true)
  ["PluginDir"]=>
  string(0) ""
  ["ConfirmReadingTo"]=>
  string(0) ""
  ["Hostname"]=>
  string(0) ""
  ["MessageID"]=>
  string(0) ""
  ["MessageDate"]=>
  string(31) "Sat, 24 Jun 2017 00:57:11 +0000"
  ["Host"]=>
  string(30) "relay-hosting.secureserver.net"
  ["Port"]=>
  string(2) "25"
  ["Helo"]=>
  string(0) ""
  ["SMTPSecure"]=>
  string(0) ""
  ["SMTPAutoTLS"]=>
  bool(true)
  ["SMTPAuth"]=>
  bool(false)
  ["SMTPOptions"]=>
  array(0) {
  }
  ["Username"]=>
  string(0) ""
  ["Password"]=>
  string(0) ""
  ["AuthType"]=>
  string(0) ""
  ["Realm"]=>
  string(0) ""
  ["Workstation"]=>
  string(0) ""
  ["Timeout"]=>
  int(300)
  ["SMTPDebug"]=>
  bool(true)
  ["Debugoutput"]=>
  string(4) "echo"
  ["SMTPKeepAlive"]=>
  bool(false)
  ["SingleTo"]=>
  bool(false)
  ["SingleToArray"]=>
  array(0) {
  }
  ["do_verp"]=>
  bool(false)
  ["AllowEmpty"]=>
  bool(false)
  ["LE"]=>
  string(1) "
"
  ["DKIM_selector"]=>
  string(0) ""
  ["DKIM_identity"]=>
  string(0) ""
  ["DKIM_passphrase"]=>
  string(0) ""
  ["DKIM_domain"]=>
  string(0) ""
  ["DKIM_private"]=>
  string(0) ""
  ["DKIM_private_string"]=>
  string(0) ""
  ["action_function"]=>
  string(0) ""
  ["XMailer"]=>
  string(0) ""
  ["smtp":protected]=>
  object(SMTP)#3619 (14) {
    ["Version"]=>
    string(6) "5.2.22"
    ["SMTP_PORT"]=>
    int(25)
    ["CRLF"]=>
    string(2) "
"
    ["do_debug"]=>
    bool(true)
    ["Debugoutput"]=>
    string(4) "echo"
    ["do_verp"]=>
    bool(false)
    ["Timeout"]=>
    int(300)
    ["Timelimit"]=>
    int(300)
    ["smtp_transaction_id_patterns":protected]=>
    array(3) {
      ["exim"]=>
      string(21) "/[0-9]{3} OK id=(.*)/"
      ["sendmail"]=>
      string(29) "/[0-9]{3} 2.0.0 (.*) Message/"
      ["postfix"]=>
      string(35) "/[0-9]{3} 2.0.0 Ok: queued as (.*)/"
    }
    ["smtp_conn":protected]=>
    NULL
    ["error":protected]=>
    array(4) {
      ["error"]=>
      string(0) ""
      ["detail"]=>
      string(0) ""
      ["smtp_code"]=>
      string(0) ""
      ["smtp_code_ex"]=>
      string(0) ""
    }
    ["helo_rply":protected]=>
    NULL
    ["server_caps":protected]=>
    NULL
    ["last_reply":protected]=>
    string(90) "221 2.0.0 p3nlsmtp11.shr.prod.phx3.secureserver.net : HOSTING RELAY : closing connection
"
  }
  ["to":protected]=>
  array(1) {
    [0]=>
    array(2) {
      [0]=>
      string(22) "mark@click-refresh.com"
      [1]=>
      string(0) ""
    }
  }
  ["cc":protected]=>
  array(0) {
  }
  ["bcc":protected]=>
  array(0) {
  }
  ["ReplyTo":protected]=>
  array(0) {
  }
  ["all_recipients":protected]=>
  array(1) {
    ["mark@click-refresh.com"]=>
    bool(true)
  }
  ["RecipientsQueue":protected]=>
  array(0) {
  }
  ["ReplyToQueue":protected]=>
  array(0) {
  }
  ["attachment":protected]=>
  array(0) {
  }
  ["CustomHeader":protected]=>
  array(0) {
  }
  ["lastMessageID":protected]=>
  string(48) "<6e6023fbdb8697229a0c2c973c33beda@www.aferm.org>"
  ["message_type":protected]=>
  string(3) "alt"
  ["boundary":protected]=>
  array(3) {
    [1]=>
    string(35) "b1_6e6023fbdb8697229a0c2c973c33beda"
    [2]=>
    string(35) "b2_6e6023fbdb8697229a0c2c973c33beda"
    [3]=>
    string(35) "b3_6e6023fbdb8697229a0c2c973c33beda"
  }
  ["language":protected]=>
  array(0) {
  }
  ["error_count":protected]=>
  int(0)
  ["sign_cert_file":protected]=>
  string(0) ""
  ["sign_key_file":protected]=>
  string(0) ""
  ["sign_extracerts_file":protected]=>
  string(0) ""
  ["sign_key_pass":protected]=>
  string(0) ""
  ["exceptions":protected]=>
  bool(true)
  ["uniqueid":protected]=>
  string(32) "6e6023fbdb8697229a0c2c973c33beda"
}
The SMTP debugging output is shown below:

2017-06-24 00:57:11	Connection: opening to relay-hosting.secureserver.net:25, timeout=300, options=array (
                   	                  )
2017-06-24 00:57:11	Connection: opened
2017-06-24 00:57:11	SMTP -> get_lines(): $data is ""
2017-06-24 00:57:11	SMTP -> get_lines(): $str is  "220 p3nlsmtp11.shr.prod.phx3.secureserver.net : HOSTING RELAY : ESMTP Grid hosting relay server ready
                   	                  "
2017-06-24 00:57:11	SERVER -> CLIENT: 220 p3nlsmtp11.shr.prod.phx3.secureserver.net : HOSTING RELAY : ESMTP Grid hosting relay server ready
2017-06-24 00:57:11	CLIENT -> SERVER: EHLO www.aferm.org
2017-06-24 00:57:11	SMTP -> get_lines(): $data is ""
2017-06-24 00:57:11	SMTP -> get_lines(): $str is  "250-p3nlsmtp11.shr.prod.phx3.secureserver.net hello [184.168.193.117], pleased to meet you
                   	                  "
2017-06-24 00:57:11	SMTP -> get_lines(): $data is "250-p3nlsmtp11.shr.prod.phx3.secureserver.net hello [184.168.193.117], pleased to meet you
                   	                  "
2017-06-24 00:57:11	SMTP -> get_lines(): $str is  "250-HELP
                   	                  "
2017-06-24 00:57:11	SMTP -> get_lines(): $data is "250-p3nlsmtp11.shr.prod.phx3.secureserver.net hello [184.168.193.117], pleased to meet you
                   	                  250-HELP
                   	                  "
2017-06-24 00:57:11	SMTP -> get_lines(): $str is  "250-SIZE 30000000
                   	                  "
2017-06-24 00:57:11	SMTP -> get_lines(): $data is "250-p3nlsmtp11.shr.prod.phx3.secureserver.net hello [184.168.193.117], pleased to meet you
                   	                  250-HELP
                   	                  250-SIZE 30000000
                   	                  "
2017-06-24 00:57:11	SMTP -> get_lines(): $str is  "250-ENHANCEDSTATUSCODES
                   	                  "
2017-06-24 00:57:11	SMTP -> get_lines(): $data is "250-p3nlsmtp11.shr.prod.phx3.secureserver.net hello [184.168.193.117], pleased to meet you
                   	                  250-HELP
                   	                  250-SIZE 30000000
                   	                  250-ENHANCEDSTATUSCODES
                   	                  "
2017-06-24 00:57:11	SMTP -> get_lines(): $str is  "250-8BITMIME
                   	                  "
2017-06-24 00:57:11	SMTP -> get_lines(): $data is "250-p3nlsmtp11.shr.prod.phx3.secureserver.net hello [184.168.193.117], pleased to meet you
                   	                  250-HELP
                   	                  250-SIZE 30000000
                   	                  250-ENHANCEDSTATUSCODES
                   	                  250-8BITMIME
                   	                  "
2017-06-24 00:57:11	SMTP -> get_lines(): $str is  "250 OK
                   	                  "
2017-06-24 00:57:11	SERVER -> CLIENT: 250-p3nlsmtp11.shr.prod.phx3.secureserver.net hello [184.168.193.117], pleased to meet you
                   	                  250-HELP
                   	                  250-SIZE 30000000
                   	                  250-ENHANCEDSTATUSCODES
                   	                  250-8BITMIME
                   	                  250 OK
2017-06-24 00:57:11	CLIENT -> SERVER: MAIL FROM:
2017-06-24 00:57:11	SMTP -> get_lines(): $data is ""
2017-06-24 00:57:11	SMTP -> get_lines(): $str is  "250 2.1.0  sender ok
                   	                  "
2017-06-24 00:57:11	SERVER -> CLIENT: 250 2.1.0  sender ok
2017-06-24 00:57:11	CLIENT -> SERVER: RCPT TO:
2017-06-24 00:57:11	SMTP -> get_lines(): $data is ""
2017-06-24 00:57:11	SMTP -> get_lines(): $str is  "250 2.1.5  recipient ok
                   	                  "
2017-06-24 00:57:11	SERVER -> CLIENT: 250 2.1.5  recipient ok
2017-06-24 00:57:11	CLIENT -> SERVER: DATA
2017-06-24 00:57:11	SMTP -> get_lines(): $data is ""
2017-06-24 00:57:11	SMTP -> get_lines(): $str is  "354 OK
                   	                  "
2017-06-24 00:57:11	SERVER -> CLIENT: 354 OK
2017-06-24 00:57:11	CLIENT -> SERVER: Date: Sat, 24 Jun 2017 00:57:11 +0000
2017-06-24 00:57:11	CLIENT -> SERVER: To: mark@click-refresh.com
2017-06-24 00:57:11	CLIENT -> SERVER: From: AFERM 
2017-06-24 00:57:11	CLIENT -> SERVER: Subject: WP Mail SMTP: Test mail to mark@click-refresh.com
2017-06-24 00:57:11	CLIENT -> SERVER: Message-ID: <6e6023fbdb8697229a0c2c973c33beda@www.aferm.org>
2017-06-24 00:57:11	CLIENT -> SERVER: X-Mailer: PHPMailer 5.2.22 (https://github.com/PHPMailer/PHPMailer)
2017-06-24 00:57:11	CLIENT -> SERVER: MIME-Version: 1.0
2017-06-24 00:57:11	CLIENT -> SERVER: Content-Type: multipart/alternative;
2017-06-24 00:57:11	CLIENT -> SERVER: 	boundary="b1_6e6023fbdb8697229a0c2c973c33beda"
2017-06-24 00:57:11	CLIENT -> SERVER: Content-Transfer-Encoding: 8bit
2017-06-24 00:57:11	CLIENT -> SERVER:
2017-06-24 00:57:11	CLIENT -> SERVER: This is a multi-part message in MIME format.
2017-06-24 00:57:11	CLIENT -> SERVER:
2017-06-24 00:57:11	CLIENT -> SERVER: --b1_6e6023fbdb8697229a0c2c973c33beda
2017-06-24 00:57:11	CLIENT -> SERVER: Content-Type: text/plain; charset=us-ascii
2017-06-24 00:57:11	CLIENT -> SERVER:
2017-06-24 00:57:11	CLIENT -> SERVER: This is a test email generated by the WP Mail SMTP WordPress plugin.
2017-06-24 00:57:11	CLIENT -> SERVER:
2017-06-24 00:57:11	CLIENT -> SERVER:
2017-06-24 00:57:11	CLIENT -> SERVER: --b1_6e6023fbdb8697229a0c2c973c33beda
2017-06-24 00:57:11	CLIENT -> SERVER: Content-Type: text/html; charset=us-ascii
2017-06-24 00:57:11	CLIENT -> SERVER:
2017-06-24 00:57:11	CLIENT -> SERVER: 
This is a test email generated by the WP Mail SMTP WordPress plugin.

2017-06-24 00:57:11	CLIENT -> SERVER:
2017-06-24 00:57:11	CLIENT -> SERVER:
2017-06-24 00:57:11	CLIENT -> SERVER:
2017-06-24 00:57:11	CLIENT -> SERVER: --b1_6e6023fbdb8697229a0c2c973c33beda--
2017-06-24 00:57:11	CLIENT -> SERVER:
2017-06-24 00:57:11	CLIENT -> SERVER: .
2017-06-24 00:57:11	SMTP -> get_lines(): $data is ""
2017-06-24 00:57:11	SMTP -> get_lines(): $str is  "250 2.0.0 OZMQdMlvoch0JOZMQd2vtH mail accepted for delivery
                   	                  "
2017-06-24 00:57:11	SERVER -> CLIENT: 250 2.0.0 OZMQdMlvoch0JOZMQd2vtH mail accepted for delivery
2017-06-24 00:57:11	CLIENT -> SERVER: QUIT
2017-06-24 00:57:11	SMTP -> get_lines(): $data is ""
2017-06-24 00:57:11	SMTP -> get_lines(): $str is  "221 2.0.0 p3nlsmtp11.shr.prod.phx3.secureserver.net : HOSTING RELAY : closing connection
                   	                  "
2017-06-24 00:57:11	SERVER -> CLIENT: 221 2.0.0 p3nlsmtp11.shr.prod.phx3.secureserver.net : HOSTING RELAY : closing connection
2017-06-24 00:57:11	Connection: closed

Thanks for your help on this.


Tony

  • Support Staff

    •

June 26, 2017 at 3:27 am

Hi there,

It sounds like the payment received email is being marked as spam.

Hit ‘Resend’ from WP Mail-Logging admin page for the missing emails reported as sent. (Didn’t get them).

So the Payment Received email is showing as sent in both EE and WP Mail logging?

Have you tried a transactional email service such as the ones listed here:

https://eventespresso.com/wiki/postmark-app-mandrill-transactional-email-handling-services/


afermtools

June 27, 2017 at 5:17 pm

We may indeed need to go the suggested direction, but thinking it may be something of a pain and we might find out that the issue is something else…. before making changes to email configuration, I have a few questions:

Where might the email be being marked as spam and blocked? (Perhaps I need to more fully understand how email is handled between the moment it’s fired from WP and the time it lands in the user’s inbox…)

Upon testing, the missing email is not landing in my Gmail spam folder, nor does it appear to be landing in the spam folders of customers who are reporting not receiving. How best to determine where in the chain of delivery it’s being blocked, if at all?

Thanks for any advice on this.


Tony

  • Support Staff

    •

June 28, 2017 at 5:46 am

Where might the email be being marked as spam and blocked? (Perhaps I need to more fully understand how email is handled between the moment it’s fired from WP and the time it lands in the user’s inbox…)

Could be anywhere along the chain.

EE doesn’t have control of the emails, it simply creates the email content, passes the content to wp_mail() (which does it own set of hoop jumping to format the emails correctly) and then the email is passed over to your server for it to do whatever it does.

It may not be spam, it could be something within the content of that email your mailserver doesn’t like and it simply deletes the email.

Upon testing, the missing email is not landing in my Gmail spam folder, nor does it appear to be landing in the spam folders of customers who are reporting not receiving. How best to determine where in the chain of delivery it’s being blocked, if at all?

Use one of the above services and confirm if the email is received, if so there is an issue with the mailserver, be it the email being marked as spam or removed.
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Status: closed

Updated by Tony 7 years, 4 months ago ago

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