Tickets email notification manually sent.

[Kerry Cassuto]

the ticket purchaser is not receiving the notification to download their ticket

[Geoff]

Hi Kerry,

Thanks for getting in touch and sorry to hear not all purchasers are receiving the ticket email.

The good news is that I was able to send and receive a ticket email on my test site, so it looks like things should be working.

Emails not being sent can happen for  number of reasons. Let’s start off with some questions I’m hoping you will help me answer:

• Has anyone been able to receive tickets in their inbox, or is this happening for everyone all the time when they purchase a ticket?
• Is it possible that the email landed in the recipient’s junk/spam folder?
• Are the purchasers receiving the order confirmation emails from WooCommerce? Or are they only not receiving the ticket?

Let’ start with those. As a heads up, you can always re-send the ticket email manually by clicking on the order in WooCommerce > Orders, then clicking on “Order Actions” and selecting the “Tickets” option (screenshot) to trigger a new email to be sent.

Thanks so much!
Geoff

[Kerry Cassuto]

It was working in the beginning, then stopped.
I had activated the auto complete, thought that might have triggered it to cease.
We are using woocommerce, (ticket orders are going through, no problem) not sure if the tickets sending is generated by woocommerce or The new order notifications to admin are not being sent either.
Checking the spam, nothing there.
Tried manually resending a no success.
I believe the order notification to the purchaser is going through. Question? The order needs to be in the completed mode to send a ticket, correct?

[Geoff]

Hi Kerry,

Thanks so much for following up!

Question? The order needs to be in the completed mode to send a ticket, correct?

Absolutely. The order must be marked “Complete” (either by you or automatically by WooCommerce) in order for the ticket email to be sent.

Just to confirm: your orders are marked “Complete” and the emails are still not going out, correct?

The other telling thing for me is this:

not sure if the tickets sending is generated by woocommerce or The new order notifications to admin are not being sent either.

Tickets are indeed generated by Event Tickets, but they are triggered and sent by WooCommerce. So, in other words, if WooCommerce is not sending its emails, then it will unlikely send the ticket emails either. That means we need to confirm whether customers are receiving the order receipt/confirmation emails in addition to tickets.

Would you be willing to test this out? One way would be for you to complete a purchase on your site, but it would also be super helpful to confirm with a customer that they received their WooCommerce order confirmation email even if they did not receive the ticket email.

Thanks!
Geoff

[Kerry Cassuto]

here is a screenshot of the email page in woocommerce. the “ticket” notification is missing the recipient. shouldn’t that have “customer” as the recipient?

[Geoff]

Hi Kerry,

No, that is actually not needed. I checked my settings (screenshot) and confirmed that it is not there and that emails send successfully.

I still think the best route for testing at the moment is to try making a purchase on the site to see whether you get both the order confirmation and the ticket emails together.

Thanks!
Geoff

[Kerry Cassuto]

Thanks for that info, got everything working now. Again thanks for your help!

[Geoff]

Absolutely, my pleasure! I’m really happy to hear all is working well and that emails are getting sent out to folks.

I’ll go ahead and close this thread but definitely let us know if any other weirdness or trouble pops up and we’d be happy to help — and, if we don’t talk with you before Thursday, have a happy Thanksgiving. 🙂

Cheers,
Geoff

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