t-online.de customers not receiving links

[Anonymous]

Hi,

I’ve recently discovered that customers with t-online.de email addresses who request free products, or order paid products, are not receiving the download links to their email. And when I check the customer details on estore I find it hasn’t even recorded them as a customer.

I’ve had 2 in 2 days so it isn’t just a one off bad email address.

Any ideas on what might be causing this? Thanks

[wzp]

First, please use the Admin Functions to verify that emails can successfully be sent to the customer.

Then, please see the following thread for information on how to further debug the situation.

https://support.tipsandtricks-hq.com/forums/topic/not-receiving-emails-with-the-download-link-after-purchase

[Anonymous]

Thanks for responding.

After further research I realise this has only happened on squeeze form products and only (as far as I know) with this email provider (t-online.de).

The squeeze form debug log doesn’t show any failures for these email addresses. I suspect the transaction is not even getting as far as the debug log because no transaction appears on the ‘Manage Customers’ page in WP eStore. It’s as if the moment they click ‘download’ on a squeeze form page, the system says uh-uh

All other email addresses appear to work perfectly with squeeze form transactions. The only failures on the debug logs were 2 customers who had mis-typed their email addresses.

[wpCommerce]

Hi, is it an actual transaction (where a user makes payment for your eStore product) or just a squeeze form submission?

[Anonymous]

No-one from a t-online.de email address has made a paid transaction so I can’t test that. The ones that definitely aren’t working are the squeeze form transactions.

[wzp]

Are you absolutely sure the messages aren’t being shunted to the user’s spam folders? Especially since the the default squeeze form mail message is a single sentence that says “Here are your links?” Some providers are real picky about what isn’t spam.

https://support.tipsandtricks-hq.com/forums/topic/how-to-stop-email-with-download-link-going-into-junk-mail

[Anonymous]

Yes. In fact, the customer doesn’t even appear on the Manage Customers list. Something is intercepting it before eStore tries to process the email and register the customer.

And it only happens with this email address type. Very weird. I tested it myself by typing the customer’s t-online email address in one of my squeeze forms and sure enough I replicated the error. The customer record simply never got created even though the message ‘The email has been sent’ appears after they click on download.

[wpCommerce]

Hi, the reason why I asked if it is a squeeze form submission is the following:

The plugin won’t add another entry in the manage customers record if that user’s entry is already there against that product. So for example, if a user downloads product 1 (your squeeze form product) using email address [xx@example.com] 5 times. There will only be one entry recorded for this (not 5 times). Free squeeze forms tend to get a little spammed or users will submit it multiple times coming back to the site again and again but you as a list builder only need their email address once.

With that said, it is likely this email address is already in the manage customers record against that product which is why it is not going there again.

Please share the content of the following two debug files from your test so I can check it:

– squeeze_form_debug.log

– eStore_post_payment_debug.log

[Anonymous]

Squeeze Form Log:

[03/18/2013 9:51 AM] – Advisory : Log file reset.

---

[03/18/2013 10:15 AM] – SUCCESS : Processing free download request for squeeze form submission…

[03/18/2013 10:15 AM] – SUCCESS : Decrypting product ID value: MTg=

[03/18/2013 10:15 AM] – SUCCESS : Received Data…[Name:Joe Devlin][Email:joed@online.ie][Product ID:18][ap_id:][IP Address:92.78.109.189]

[03/18/2013 10:15 AM] – SUCCESS : Email with the download link sent to: joed@online.ie

[03/18/2013 10:15 AM] – SUCCESS : Performing autoresponder signup if specified in the settings…

[03/18/2013 10:15 AM] – SUCCESS : Updating the customers database with the visitor details…

[03/18/2013 10:15 AM] – SUCCESS : Squeeze form task complete.

They look fine, right?

I didn’t realise about only one squeeze form record being created for the same product/email combination – that makes a lot of sense.

You are correct – they do appear on the list the first time they tried to download something. One of them also bought a product and again didn’t receive the email. I only realised this last night so it’s not only a squeeze form problem.

My latest theory is that the problem is their email gateway – could it be rejecting the email as it looks like spam?

[wzp]

Yes the debug looks fine and is confirming that the email was definitely sent out. Please see this checklist:

https://support.tipsandtricks-hq.com/forums/topic/not-receiving-emails-even-though-the-plugin-sent-the-email

You may have to embellish the squeeze form email, so it looks more like “ham,” not “spam.”

https://support.tipsandtricks-hq.com/forums/topic/squeeze-download-email-how-to-customize

[Anonymous]

Thanks. It’s frustrating. I’ve asked one of the customers to make another transaction and she’s kindly made both a squeeze form and paid transaction.

The squeeze form debug log is:

[03/19/2013 6:49 PM] – SUCCESS : Processing free download request for squeeze form submission…

[03/19/2013 6:49 PM] – SUCCESS : Decrypting product ID value: NDA=

[03/19/2013 6:49 PM] – SUCCESS : Received Data…[Name:Anne Scholz][Email:scholz-du@t-online.de][Product ID:40][ap_id:][IP Address:80.138.28.194]

[03/19/2013 6:49 PM] – SUCCESS : Email with the download link sent to: scholz-du@t-online.de

[03/19/2013 6:49 PM] – SUCCESS : Performing autoresponder signup if specified in the settings…

[03/19/2013 6:49 PM] – SUCCESS : Updating the customers database with the visitor details…

[03/19/2013 6:49 PM] – SUCCESS : Squeeze form task complete.

and the post payment debug log says:

[03/19/2013 6:54 PM] – SUCCESS :Generating download link for multi part file.

[03/19/2013 6:54 PM] – SUCCESS :Checking if a key needs to be issued for product id: 64 Requested quantity: 1

[03/19/2013 6:54 PM] – SUCCESS :Serial code that will be issued to this customer:

[03/19/2013 6:54 PM] – SUCCESS :Updated the serial key values in the database.

[03/19/2013 6:54 PM] – SUCCESS :Performing item specific autoresponder signup if specified.

and the ipn handle debug says:

[03/19/2013 6:54 PM] – SUCCESS :Paypal Class Initiated by 173.0.81.1 eStore Version: 6.9.1.4

[03/19/2013 6:54 PM] – SUCCESS :Post string :[readacted]

[03/19/2013 6:54 PM] – SUCCESS :Connection to http://www.paypal.com successfuly completed.

[03/19/2013 6:54 PM] – SUCCESS :IPN successfully verified.

[03/19/2013 6:54 PM] – SUCCESS :Creating product Information to send.

[03/19/2013 6:54 PM] – SUCCESS :Transaction Type: Shopping Cart

[03/19/2013 6:54 PM] – SUCCESS :Number of Cart Items: 1

[03/19/2013 6:54 PM] – SUCCESS :Item Number: 64

[03/19/2013 6:54 PM] – SUCCESS :Item Name: The Leonard Cohen Collection

[03/19/2013 6:54 PM] – SUCCESS :Item Quantity: 1

[03/19/2013 6:54 PM] – SUCCESS :Item Price: 20.97

[03/19/2013 6:54 PM] – SUCCESS :Item Shipping: 0.00

[03/19/2013 6:54 PM] – SUCCESS :Item Currency: USD

[03/19/2013 6:54 PM] – SUCCESS :Value of the reference text field for this product:

[03/19/2013 6:54 PM] – SUCCESS :Download Link :[redacted]

[03/19/2013 6:54 PM] – SUCCESS :Incremental counter value for PayPal checkout: 239

[03/19/2013 6:54 PM] – SUCCESS :Applying filter – eStore_notification_email_body_filter

[03/19/2013 6:54 PM] – SUCCESS :Product Email successfully sent to scholz-du@t-online.de.

[03/19/2013 6:54 PM] – SUCCESS :Notify Email successfully sent to jerry.lamberth@gmail.com.

[03/19/2013 6:54 PM] – SUCCESS :Updating Products, Customers, Coupons, Sales Database Tables with Sales Data.

[03/19/2013 6:54 PM] – SUCCESS :Current available copies value: Sales count value: 20

[03/19/2013 6:54 PM] – SUCCESS :New available copies value: New sales count value: 21

[03/19/2013 6:54 PM] – SUCCESS :Products, Customers, Coupons, Sales Database Tables Updated.

[03/19/2013 6:54 PM] – SUCCESS :Updating Affiliate Database Table with Sales Data if Using the WP Affiliate Platform Plugin.

[03/19/2013 6:54 PM] – SUCCESS :Not Using the WP Affiliate Platform Plugin.

[03/19/2013 6:54 PM] – SUCCESS :Paypal class finished.

Everything looks fine but 2 separate customers from this email say they never get the link emails.

The most likely explanation from the link you sent me would seem to be the SMTP configuration because it doesn’t look like it could be any of the others. Does that seem like a reasonable next step to you – for me to investigate that solution?

I apologise that I’m very new at this and still have to learn what things like SMTP configuration even are.

Thanks for the help.

[admin]

Thank you for sharing the details. Yes the debug looks good… all your setup in terms of the plugin is good. The plugin is working as it should… the emails were definitely sent by the plugin. Given what I have seen so far… it is likely that the “t-online.de” email client is considering emails from your server to be “spam” and hence you are seeing this issue with them. Yes it can be a little frustrating when your emails are getting blocked/rejected by a domain but I hope you can see that it is not the plugin’s fault.

Yes the next course of action would be to deliver emails via SMTP (checklist #2 from the following post):

https://support.tipsandtricks-hq.com/forums/topic/not-receiving-emails-even-though-the-plugin-sent-the-email

[Author]

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