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Urgent – email from the store are not being sent

This topic has 9 replies, 2 voices, and was last updated 1 years, 7 months ago ago by Rose Tyler

Namaste

Participant

June 27, 2023 at 15:15

Hi,

I have two stores where I use your theme (and email builder), we just notice that clients are not receiving emails with purchase confirmation and any follow-up communication.

We receive the confirmation of the new order (so something is going out)

We tested these emails and when the email is being sent directly from the www panel all is fine, all is delivered. The same if we send emails from the Thunderbird desktop program.

Please, contact administrator
for this information.

#360427 Copied Theme version: 9.1.6

8 Answers

Rose Tyler

Support staff

June 27, 2023 at 15:51

Hello, Namaste,

Thank you for choosing XStore as your WooCommerce WordPress theme.

Please do next tests:
– check if the problem persists when our email builder is disabled;
– check if the problem persists when the default WooCommerce theme – Storefront is activated;
Let us know the results.

Kind Regards,
8theme team

#360434 Copied

Namaste

Participant

June 27, 2023 at 16:07

Hi Rose,

I really can’t turn off the theme to Storefront, these sites are live. If I disable email builder will it reset the customizations?

#360439 Copied

Rose Tyler

Support staff

June 27, 2023 at 16:23

Hello, Namaste,

Thank you for your response.

If your site is live, you can create a staging site (full copy) and do tests there.

You will not lose your settings for the mail builder just by disabling/enabling it.

Kind Regards,
8theme team

#360444 Copied

Namaste

Participant

June 27, 2023 at 16:35

When the builder is turned off it is still not working. Just confirmation for the store no client one.
I tried turning off plugins common for both sites

One more note: in the safe checkout (sales booster) two new payment methods showed up without us adding it – Bitcoin and Maestro. Not sure if it can be connected but no idea how it happened.

Any suggestions from here?

#360448 Copied

Namaste

Participant

June 27, 2023 at 18:59

So after the staging site was created – just the woocomerce and storefront were installed. The problem is still here…

Plus this error (not sure if it is from staging or actual…)

Please contact administrator
for this information.

#360454 Copied

Rose Tyler

Support staff

June 28, 2023 at 09:11

Hello, Namaste,

Could you please, contact your server to ask if ‘unicode_chars()’ function is working on your server? It should work but sometimes it could be deactivated.
Otherwise, please, provide us access to your staging website with the error and the steps to reproduce such an error (screenshots, video).
+ temporary wp-admin and FTP access.

Kind Regards,
8theme team

#360528 Copied

Namaste

Participant

June 28, 2023 at 10:49

Hi Rose,

I passed your question to our hosting, they will be debugging it from their side. I will come back if that won’t help. Thank you!

#360552 Copied

Rose Tyler

Support staff

June 29, 2023 at 07:11

Hello, Namaste,

Thank you for understanding.
Have a nice day!

Kind Regards,
8theme team

#360628 Copied
Tagged: email, persuasive, store, themes, urgent, woocommerce, wordpress
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