Users are not getting emails

[Paul Browne]

Hi there,

Users are not getting any emails. The attendee, the course organizer, the admin, no one is getting any email.

Can you please help me with the issue?

Thanks,
Paul

[Paul Browne]

UPDATE: The admin is getting the email from WooCommerce and not the TheEventsCalendar.

[Sky]

Hi Paul,

I’m sorry to hear that you are having issues with notification emails. I will try to help figure out the problem.

Can you share your current system information with me?

Thanks,
Sky

[Paul Browne]

This reply is private.

[Paul Browne]

I have tried the following:

1. Disabling all other plugins
2. Setting up SMTP as suggested by you guys at “Emails not sending”

Please help me out with this one.

[Sky]

Paul,

Thanks for providing that information.

I see that you have renamed all of our plugins. Has anything else besides the plugin names been edited?

Also, do you have a different account that the other premium plugins are registered under?

The first thing I would try is to update the plugins with the latest versions. Give that a try and let me know if it changes anything.

Thanks,
Sky

[Paul Browne]

Thank you for responding. Is there any way that you guys can reply faster?

I only renamed “Events” to “Courses” using a plugin. Nothing other than this has been changed.

I have bought two plugins under this account. The remaining plugins were installed by my developer who is no longer willing to help me with this website.

Thanks,
Paul

[Sky]

Paul,

Please review our Support Guidelines. We try to respond to support posts within 24 to 48 hours of each response.

If you do not have a current license for Community Tickets, Events Calendar Pro or TEC Filterbar and cannot update to the latest versions, you will need to disable those plugins while troubleshooting.

Can you give that a try and let me know the outcome?

Also, what do you have set in Events > Settings > Tickets > WooCommerce Support: “When should tickets be emailed to customers?”

Could you also tell me specifically when this is happening? When people purchase any ticket, or only for an event that was set up through the Community Events plugins?

Thanks,
Sky

[Paul Browne]

Hi Sky,

If you do not have a current license for Community Tickets, Events Calendar Pro or TEC Filterbar and cannot update to the latest versions, you will need to disable those plugins while troubleshooting.

I just tried that. But still no emails.

Also, what do you have set in Events > Settings > Tickets > WooCommerce Support: “When should tickets be emailed to customers?”

The ticket emails are set to be sent when the order is completed.

Could you also tell me specifically when this is happening? When people purchase any ticket, or only for an event that was set up through the Community Events plugins?

This is happening for all the events. When the people purchase any ticket, they get any email. Nor does the Event Organizer get any email. And the admin also doesn’t get any email.

Thanks,
Paul

[Sky]

Hi Paul,

Thanks for the additional information.

Firstly, by default, the only person who will receive emails from our plugins when a ticket is purchased is the purchaser. They should receive a confirmation of their order, and then the actual ticket. In order to set up emails for the admin or organizer, you would need to do some customization.

Can you share a screenshot of the order information for one of the tickets that have been purchased? In the event, in the tickets section, click the “view orders” button, and then screenshot both the orders tab and the attendees tab. I’m wondering if the order has indeed been marked as “complete”.

Also, could you try setting the “When should tickets be emailed to customers?” setting to “pending payment” or “processing” and see if that makes any difference if you do a test purchase?

Thanks,
Sky

[Support Droid]

Hey there! This thread has been pretty quiet for the last three weeks, so we’re going to go ahead and close it to avoid confusion with other topics. If you’re still looking for help with this, please do open a new thread, reference this one and we’d be more than happy to continue the conversation over there.

Thanks so much!
The Events Calendar Support Team

[Author]

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