Tips and Tricks HQ Support Portal › Forums › WP eStore Forum › WP eStore Troubleshooting › All of a sudden, customers not receiving email confirmation
Tagged: dreamhost, email download link not being sent, email not sending, mail server, No emails being sent., not receiving email, SMTP, WP eMember, WP eStore
- This topic has 6 replies, 4 voices, and was last updated 10 years, 5 months ago by admin.
August 1, 2012 at 3:29 am #7039pixelmommyMember
I’ve been using the eStore plugin for 6 months. In the past two weeks, I’ve been receiving emails from customers (daily) that state they never received the email confirmation from the shop that contains their download link.
What is working:
– Customer receives payment confirmation from PayPal
– I receive payment confirmation from PayPal
– I receive copy of the customer email confirmation (with download link)
What is NOT working:
– Customer never receives the original email confirmation containing the download link.
Troubleshooting so far:
– Installed the WP Email Tester plugin. All test emails sent/received just fine.
– Logged into PayPal and verified that IPN is still on and no settings have changed.
– Viewed both the [eStore_post_payment_debug.log] and the [ipn_handle_debug.log]. Both logs indicate everything is going through.
– Generated a manual download link and sent it via the admin panel. It sent and worked.
I have not changed my theme or added any new plugins in the past 6 months. I have questioned customers and all say nothing is landing in their SPAM folders. My site is live, I’m not doing sandbox testing. There is no daily email limit set by my webhost.
I really need to figure this out ASAP, as I sense a lot of irritation from my customers over not receiving their download links and having to take time to email me about it. (And I don’t blame them!)
AngelaAugust 1, 2012 at 11:12 pm #47966
1. First, we are going to verify that the plugin is sending the email. Please enable debug from the settings menu of the plugin. Then share the debug of the transaction where the customer didn’t get the email.
2. Did you use the customer’s email address (who didn’t get the email) as the “To” address and the exact “From Address” that you specified in eStore settings? It is important to test with those values because in most cases the “From Address” triggers the email deliverability issue. So you want to make sure that “From Address” value you are using is not preventing the email from being delivered.
https://support.tipsandtricks-hq.com/forums/topic/not-receiving-emails-even-though-the-plugin-sent-the-emailAugust 4, 2012 at 10:37 am #47967pixelmommyMember
Hello, apologies for the delayed response. I wanted to follow-up to this and let you know that I had my webhost check the mail exchange records for several of the people that have stated they never received my email and that it wasnt in their spam folder. My host confirmed (and sent me the logs) that show that the emails from the plugin (and all subsequent emails) were in fact, delivered to the recipient from my server. SO, they can only say that the problem must be on the customer’s end, with their own mail servers blocking the emails. So no issue with the plugin at all.August 6, 2012 at 11:47 pm #47968BlakePaysseMember
I am using WP eStore v. 6.8.5. My site is [www.soulmagick.net] and it’s hosted by Dreamhost. I have downloadable MP3’s for sale on my website. I also have, on my Products page, a Squeeze thing which asks for the name and email address of people interested in receiving a free download. After testing all of these things, there are NO emails being sent from my site. Paypal sends confirmation emails. and my WordPress site records customers and what products they purchased and all of that. But no emails are being sent to anyone from my site, not from the automatic responses and not even when I use the website to send an email. I’ve seen a lot of ways to “fix” problems like this, but I don’t understand most of them, so keep that in mind when you reply – I need the most basic step-by-step instructions, haha. I’m not even sure what to do with most of the instructions on here. Most likely I’ve just missed an important aspect of “setup.” I’ve had “Use WordPress Email” option checked and unchecked. I can’t think of anything else that’s relevant.August 7, 2012 at 3:37 am #47969
Basically, it looks like the email sending functionality on your site is not working. This is not a fault of our plugin. Please read the following post which has a lot of good information and checklist to help you sort out the issue:
https://support.tipsandtricks-hq.com/forums/topic/not-receiving-emails-even-though-the-plugin-sent-the-emailOctober 3, 2012 at 11:55 am #47970ZainParticipant
I think I’ve figured out this issue so am adding my solution to this issue. I’ve just had exactly the same thing happen to me with email not being sent properly by my site(s) using the the WP eMember plugin (I think that WP eStore may be affected too).
As Admin mentioned, this is NOT an issue with eStore or eMember. The Tips & Tricks plugins work perfectly (thank you!), you just need a few tweaks to get it working again. It’s a server issue.
As a user of DreamHost, I’ve just discovered that the issue is to do with DreamHost’s anti-spam policy. The idea being that they don’t want malicious scripts/people to be able to spoof email addresses and spam people (which I think is admirable)… however, it does cause a few issues – like plugins/themes not working properly and not sending out emails, as expected! *ugh*
Basically, it boils down to: “You can’t use Gmail, Hotmail or any other email addresses when using contact forms, or mailing scripts in WordPress”.
To put it another way: “Use DH emails from the same domain as they one you’re sending from” – e.g. if you use the email “yourdomain.com” then the email MUST be firstname.lastname@example.org (and NOT email@example.com!).
Yes. That means for your Settings, Contact Forms and plugins that use email too. Otherwise things may get borken’d…
Okay… saying that, I actually do use the same email address from the same domain… and it still didn’t work! No idea why, but that’s a side issue – I’m here to provide a solution… and this works for me:
DreamHost Email Solution
To fix this issue, you will need to download and install either the “Configure SMTP” or “WP Mail SMTP” plugin. It doesn’t matter, they both do the same thing (I’ve checked and both work – but I’d recommend the first, as it hides your email password!).
To get your emails sending again, there are a few details you will need to know:
Configure SMTP Settings
- SMTP host: mail.yourdomain.com
- Use SMTPAuth? Check/Tick the box
- SMTP username: Your full email address (e.g. firstname.lastname@example.org)
- SMTP password The password you use for that email address.
All other settings can be left alone. Remember to click on the blue “Save Changes” button.
After you’ve saved your settings, do a test email (both plugins have this option). You should now receive a test email. This means SMTP is working again. Huzzah!
Check your eMember/eStore and either do a test sign-up or purchase. You should now find that it works.
…if it doesn’t, then I’m not sure what to recommend. Contact DreamHost and complain!
Anyway, I hope that this helps some people out. I spent about a day and a half trying to solve this issue (and I think it’s working again). It is a pain on DH’s part, but if it means a world with less spam, then I’m actually all in favour. I just wish they’d give better instructions about how to fix this!
Good Luck with it.
PS: Yes, this is listed under Checklist Item 3 of the link provided:
However, it’s actually useful to know what you have to put in as well. I’m technical and I was stumped for quite a while!October 4, 2012 at 12:55 am #47971
Thank you for posting your findings.
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