New Receipt Not Sending

  • Resolved Anita C

    (@mymothersdaughter)


    6 months, 3 weeks ago

    The New Receipt email is not sending. All other emails from within WooCommerce are working, leaving the server (SiteGround). I can send the Order Details and it leaves the server. I have checked for plugin conflicts, theme conflict, switched themes, used debug mode, dropped PHP from 8.2 to 7.4.33. And the New Receipt will not send. SiteGround has checked everything on their end cannot find the issue as all other emails leave the server and are delivered EXCEPT the New Receipt. Why won’t this one email send out? It has not been modified in any way. It just stopped sending. Is there anything else we can do to resolve this? Create a custom receipt or change the file?

Viewing 12 replies - 16 through 27 (of 27 total)
1 2
  • Plugin Support omarfpg a11n

    (@omarfpg)

    6 months, 3 weeks ago

    Hi Anita @mymothersdaughter,

    Thank you for the additional details. I understand and share your preference for keeping the plugin count as low as possible.

    After reading the entire thread, I also did a quick test on my site, and I’m unable to replicate this issue; I get the “Processing order” emails just fine with the HTML option (which is the default). I’m curious if your other sites that are working fine are also on Siteground or elsewhere, or if you can set up a new test site quickly to confirm if the issue persists there.

    Please keep us posted if Siteground shares any relevant updates, though!

    Thanks!
    -OP

    Thread Starter Anita C

    (@mymothersdaughter)

    6 months, 3 weeks ago

    Hi!! Just wanted to report back I found the issue. We had both WooPay and PayPal as payment options. When I added the SMTP plugin to test things, I ran the sale with the dev tools > network tab open and I saw that it was hanging and spinning and the line was related to PayPal objects. So I went to the Payments, turned off PayPal and let only WooPay and it works. Receipts are going out like they should.

    Now the question is – WooPay and PayPal cannot work together?

    carolm29 (woo-hc)

    (@carolm29)

    6 months, 3 weeks ago

    Hey, @mymothersdaughter!

    I’m glad to hear you were able to find the issue!

    WooPayments and PayPal should not cause conflicts. Let’s investigate to figure out what’s going on.

    I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further:

    System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support.
    Fatal error logs (if any) under WooCommerce > Status > Logs. Then you can use the selector to search for Fatal Errors.
    You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

    Looking forward to your reply.

    Have a wonderful day!

    Thread Starter Anita C

    (@mymothersdaughter)

    6 months, 3 weeks ago

    Here is the gist. There’s nothing in the error logs at all. This is what’s been baffling even SG. Nothing is detected. But as I mentioned, when I added the SMTP plugin – when I tried to process an order, it was spinning on the page and there was one single line in dev tools referencing PayPal objects. Unfortunately, I didn’t get a screen grab of that. But when I deactivated PayPal (not the one that says Standard) the receipts generated just fine – in HTML. They won’t send with PayPal in HTML format. Only Plain Text.

    • This reply was modified 6 months, 3 weeks ago by Anita C.
    Thread Starter Anita C

    (@mymothersdaughter)

    6 months, 3 weeks ago

    I am just so baffled. Why would it work in Plain Text mode with PayPal enabled – but HTML won’t work unless PayPal is turned off. Not even with SMTP, it won’t send HTML.

    Plugin Support omarfpg a11n

    (@omarfpg)

    6 months, 3 weeks ago

    Hi @mymothersdaughter,

    Thank you for the additional details. Looking at your SSR, I see that you have two PayPal plugins:

    Was the issue resolved after deactivating the second one? That’s an old version of it that is no longer supported. It’s advised to delete this one instead. Can you confirm it’s working now only with the latest plugin active? Can you enable PayPal as an option with only this plugin active and test if it still causes conflicts?

    I am just so baffled. Why would it work in Plain Text mode with PayPal enabled – but HTML won’t work unless PayPal is turned off. Not even with SMTP, it won’t send HTML.

    And yes, I couldn’t agree more, this is baffling indeed! However, keep in mind that having two plugins for the same feature (in this case, PayPal payments) may lead to conflicts.

    However, if the issue persists with the latest version of the PayPal plugin active, kindly let us know so our developers can investigate.

    Thanks!
    -OP

    Thread Starter Anita C

    (@mymothersdaughter)

    6 months, 3 weeks ago

    The second one has always been deactivated through this entire time. But I just went ahead and deleted it. But what I toggled off is just the “PayPal” here in the screenshot. The “Standard” has always been off. So if PayPal there is on, only Plain Text works, not HTML. We need HTML so I turned PayPal off that screen.

    https://share.zight.com/jku0oyL4

    Thread Starter Anita C

    (@mymothersdaughter)

    6 months, 3 weeks ago

    I have turned PayPal (not standard) back on. Checked all of our configurations and HTML again does not send but testing with Plain text does.

    Plugin Support omarfpg a11n

    (@omarfpg)

    6 months, 3 weeks ago

    Hi Anita, @mymothersdaughter,

    The second one has always been deactivated through this entire time. But I just went ahead and deleted it. But what I toggled off is just the “PayPal” here in the screenshot. The “Standard” has always been off. So if PayPal there is on, only Plain Text works, not HTML. We need HTML so I turned PayPal off that screen.

    Thank you so much for your patience and collaboration. One final test, if you’d be so kind. Can you try one more conflict test with only WooCommerce, WooPayments, and WooCommerce PayPal Payment plugins active (and both WooPayments and PayPal as payment options enabled), as well as using a default theme like Storefront or Twenty Twenty-Four?

    This is to confirm no third-party plugin (or theme) is interferring with a combination of those plugins. We haven’t had any reports about this (many merchants use WooPayments and PayPal at the same time, and the “Processing order” template is key here, so most likely this would’ve ring some bells already!).

    If the issue persists even in such conditions I can escalate this to our developers to review.

    Thanks!
    -OP

    Thread Starter Anita C

    (@mymothersdaughter)

    6 months, 3 weeks ago

    No, this is a Live site at the moment. To do that I’d have to copy it over to a staging. But I can try to connect this on another install.

    Thread Starter Anita C

    (@mymothersdaughter)

    6 months, 3 weeks ago

    So guess what happened when I updated the Live site to 9.2.2? I activated PayPal and the receipts are going out like they should. The HTML receipt is leaving and being delivered. Would you happen to know why?

    Plugin Support RK a11n

    (@riaanknoetze)

    6 months, 3 weeks ago

    I’m glad to hear the update solved everything here although I’m equally mystified why that happened; I worked through the changelog of versions 9.2, 9.2.1 and 9.2.2 but nothing really stood out for my linked to PayPal Standard, Order notification email, plain text, SMTP or otherwise.

Viewing 12 replies - 16 through 27 (of 27 total)
1 2
  • The topic ‘New Receipt Not Sending’ is closed to new replies.