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Transaction confirmations not received

Posted: July 27, 2022 at 1:21 pm


Michael King

July 27, 2022 at 1:21 pm

To start with, I don’t think (but I could be wrong) this is an EE4 problem, I’m just kind of looking for advice on where to start.

I just registered ~175 people for an event, and I’ve had an extraordinary number of people asking for duplicate confirmations because they didn’t get one. I can see the outbound confirmations in the Messages list, but I can’t tell if my server didn’t actually send them, or if my server has a spammy reputation and they were trapped along the way, or if they wound up in my customer’s junk folders (I’m asking some people about that last one) or if something else happened.

The whole Messages process seems pretty murky to me. Is there any way to see what is happening, or do I have any choice in an outbound mail server?


Tony

  • Support Staff

July 28, 2022 at 8:53 am

Hi Michael,

I can see the outbound confirmations in the Messages list

So you can see them in Event Espresso -> Messages -> Message activity, correct?

Do they have a green status bar (the colour bar to the left of each message)?

If so, then in short it means that the email generated within Event Espresso and was passed over to wp_mail() with no errors returned. wp_mail() does some additional checks and then sends the email however your server is set up to send them, so if you got a green status bar as far as EE is concerned the email sent without issue (normally wp_mail() returns either an error or just false if there’s an issue).

The whole Messages process seems pretty murky to me.

Welcome to email in general 🙂 it’s a finicky beast and EE has to site on top of it.

Is there any way to see what is happening, or do I have any choice in an outbound mail server?

In terms of seeing what is happening, yes, but not easily. Your host will have a mail server set up for your site to use but it’s mainly for convenience and will be shared by many sites. You would need to work with them to get more details on the emails and from what I’ve found the often seem to get fairly … defensive and just dismiss issues as it can’t possibly be due to the mail server.

In terms of choosing an outbound mail server, yes you can. Which service would you use? (I’m asking because there may be a plugin for it already or if custom you’ll need someone to set up your server to use it)


Michael King

August 3, 2022 at 12:30 pm

Hi Torry,
Sorry for the slow response – I wrote one but apparently failed to send it. You asked “In terms of choosing an outbound mail server, yes you can. Which service would you use? (I’m asking because there may be a plugin for it already or if custom you’ll need someone to set up your server to use it).”

We use Gsuite so I would like to use a Gmail server.


Tony

  • Support Staff

August 3, 2022 at 4:50 pm

So the way to do that is using something like WP Mail SMTP and they have a tutorial on this here:

https://wpmailsmtp.com/docs/how-to-set-up-the-gmail-mailer-in-wp-mail-smtp/

EE doesn’t handle any details of ‘how’ your site sends email, thats what wp_mail() is for, so the above plugin basically sets up wp_mail to send your emails via Gmail and EE passes the email over to wp_mail.

Is that what you are looking for?


Michael King

August 3, 2022 at 5:55 pm

Yes, that’s the hint I’m looking for. I see it in the repository, and looks like it’s wildly popular. I understand you guys just put messages in a queue, and they get sent by some rarely seen process inside the host. I will make a little science project with that plugin.

Thanks for the help! I think this will be way easier than trying to figure out exactly where messages are getting lost.


Tony

  • Support Staff

August 4, 2022 at 3:25 am

You’re most welcome 🙂

I’d be interested in whatever you find with this btw


Michael King

August 4, 2022 at 8:29 pm

Ok, will do.

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