Order confirmation emails missing

christopher

Ever since I updated the client's shop to WooCommerce 10.9 last week I have been hearing from customers who are claiming they have not been receiving the order confirmation emails...

Could you confirm whether the email logging (a new feature in WooCommerce 10.9) would indicate what's been going on?

quietraven

10.9 added email logging for transactional emails and logs each email sent and with an error message for failed emails. Look in the email log for new log entries.

Turkan.Turgut

On my site since

christopher

Every email sent since June 24th on the log shows as failed, SMTP Authentication error.

Customer is out of the country but I tested a fresh order and all it shows in the email log is SMTP authentication error.

Not seeing any difference that I can figure out.

quietraven

I'm only guessing but in my experience I believe the only thing that was affected by the update was visibility of failures.

Your error is "SMTP authentication error", wich will always indicate something wrong with credentials or passwords; most likely your app password is out of date as these expire.

"Authentication error" just means the plugin is failing to logon and send..

Could you try regenerating a new password in your mail plugin?

alexissolutions

So first of all create a new app password at your mail server, copy it to the SMTP settings, and then run a test using the plugin's test email function and THEN send the order emails. This way we can isolate the problem... (And before we do this, please double check password to be correct).

Can you do this, please?

A. Generate a new password at your mail provider, copy the password and paste it to your smtp plugin settings

B. Try to send our test email with the plugin

C. Let us know the result

christopher

OK, created a new app password for the SMTP plugin, ran the test email and got a reply.

Maybe Resent the failed order confirmation emails from the order screen as requested.

Turkan.Turgut

Checked myself in my log and was getting the same authentication failure - so that was the password rather than the update after all.

clevermoose

Mine says 'sent' for every single one, so the log is no help at all.

quietraven

sent merely means the message was received by the SMTP server and is "considered" to be sent successfully. Unfortunately it doesn't mean that the message was received by the recipient's mail server successfully and is delivered.

So the next steps are checking whether the customer's message is in their spam folder, the sender SPF and DKIM settings for their sending domain and so on..

From the point of view of your website, it simply says that the message was sent. It doesn't necessarily mean the message was successfully received by the recipient...