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Email Builder not sending designed emails.

This topic has 6 replies, 2 voices, and was last updated 1 years, 2 months ago ago by Rose Tyler

Jordan

Participant

October 9, 2023 at 13:14

Hello,
On brand new website we have the intentions to use the email builder.
We are not using it on any of our other websites.
This means that we are trying it for first time.
We have enable it, customized it, and translated every email with our wpml plugin.
The problem is that the website is sending the default emails instead of the ones from the builder. Any advice that we should take in consideration.
We still haven’t activated any cache plugin only have been installed.

Please, contact administrator
for this information.

#369752 Copied Theme version: 9.1.14 WooCommerce version: 8.1.1

5 Answers

Rose Tyler

Support staff

October 9, 2023 at 14:36

Hello, Jordan,

Thank you for contacting us and for using XStore.

Could you please record a video of the problem?
Upload in on a filesharing service, for example – https://wetransfer.com/ , and provide us with URL.

Also, please provide FTP access.
To create FTP access (FTP host, FTP username, FTP password, FTP port, FTP encryption) , please contact your hosting provider for assistance.

Kind Regards,
8theme team

#369765 Copied

Jordan

Participant

October 9, 2023 at 15:08

Ok im sending you a video and ftp access as well admin access to the website.

Please contact administrator
for this information.

#369770 Copied

Rose Tyler

Support staff

October 9, 2023 at 16:09

Hello, Jordan,

We can’t connect to FTP using the credentials that you provided. Please check.

It appears there may be an issue with your translation settings (there is a fatal error on your video when you click to translate). Please try to reproduce this on a clean setup (and do not rush to create everything, but create and test first).

Examples from the logs are available in WooCommerce → Status → Log (perhaps you did not select an email type or something else).

Kind Regards,
8theme team

#369781 Copied

Jordan

Participant

October 12, 2023 at 10:48

hello, I’ve contacted my hosting provider and told them about the ftp connection failure. They’ve told me that they have fixed the problem can you try to connect as well. Also I have provided credentials for admin login to the website. Please check it out because i really don’t think i can handle this problem by myself.

#369977 Copied

Rose Tyler

Support staff

October 12, 2023 at 15:52

Hello, Jordan,

The main issue as we discovered was that you have Bulgarian language as the origin language across the website but your emails were made in english and translated to Bulgarian which is not correct. So you should recreate your emails step-by-step to make it Bulgarian originally created and translated to English language.
Step by step instruction:
1/ Go to template you want to make normal (for example Reset password type)
2/ Open editor -> https://prnt.sc/qUeGKryvqn1-
3/ Click export data & Copy -> https://prnt.sc/9L6e-wlNpkZG (save this data in some notes/texteditor for some time)
4/ Return back to your email templates
5/ Delete such template in english & bulgarian languages
6/ Delete those templates from trash
7/ Go to Bulgarian templates & create new template -> https://prnt.sc/h8ooMlWnmEhP
8/ You can create from stretch or import the data (saved in your notes before) -> https://prnt.sc/W2y–nAlgip6
9/ Choose the type of template -> https://prnt.sc/hW1P-sVRYd2z
10/ Click Publish
11/ Go to templates and click to edit the translation for your created email -> https://prnt.sc/TgDQrBQeGtAN
12/ You can choose one of options to insert content (import and replace texts, copy from origin email, duplicate content) – we did with import/export tools and replacing texts
13/ Choose the template type (https://prnt.sc/hW1P-sVRYd2z) as you did before -> and publish

Check how it works now.

We would recommend you try on one email from your side and then check. If the solution works for you according the steps you followed you can go further and recreate others too.
We made such recreation steps for new account and the results are added in private content area.

Kind Regards,
8theme team

Please contact administrator
for this information.

#370016 Copied
Tagged: email builder issues, fix email builder problems, not sending designed emails, troubleshooting woocommerce emails, wordpress woocommerce templates
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