Check in this order
- Is sending switched on?
While Enable sending is off, a strip at the top of every admin page says so. Customers then get no order updates, receipts or campaigns. Queued emails wait and go out once you switch it back on; emails that are sent straight away are not sent. Password resets and sign-in codes still go out.
- Is the mail server set?
Open Settings Email (SMTP) and fill in the host, port, username, password and sender email from your email provider. Use port
587for STARTTLS or465for SSL. Only an Administrator can change or test these settings. If they are still the sample settings your store was installed with, replace them with your own: see Set up your own email (SMTP). - Does the test arrive?
Save first, then press Send test email. It goes to your own admin email, straight through your mail server, and the page shows the server's own error if it fails. If it says it was sent, check your inbox and spam folder.
- What does the Send log say?
Open Marketing Notifications Send Log. It lists every automatic email from the last 90 days, with tabs for Sent, Failed and the Queue. Each failure has a reason; see the table below.
- Is the scheduled task running?
Queued emails are sent by the scheduled task, every minute. If it isn't running, they wait. See The scheduled task isn't running.
Reasons in the Send log
| Reason | What to do |
|---|---|
| Email isn't set up | Add your SMTP server in Settings Email (SMTP). |
| Login rejected by the email provider | The username or password is wrong, or your provider wants an app password instead of your normal one. |
| Couldn't reach the mail server | Check the host and port, and that your host allows outgoing mail. |
| Sending is switched off | Turn on Enable sending. |
| Marketing email is missing required details | Add your sender postal address in Settings Sign-up & compliance, and your Site URL in Settings General. Marketing email isn't sent without them. |
| Sent by PHP mail() after SMTP failed | Your mail server didn't take it, so the web server sent it another way. Mail sent like that often lands in spam or never arrives. Fix the SMTP settings; the SMTP error is shown with it. |
| Too old to send | It waited in the queue past the time it was useful, because sending was off or the scheduled task wasn't running, so it was dropped instead of arriving late. |
| Address rejected | The customer's mailbox doesn't accept it. Ask them to update their email address. |
| Customer unsubscribed | Marketing email isn't sent to people who opted out. Nothing to fix. |
| Stopped by a plugin | An active add-on cancelled this email on purpose. |
| The mail server refused it | Open the row for the details from the mail server. |
When most emails in the past hour failed, the Send log says so at the top. After you fix the settings, retry anything waiting on the Queue tab.
Scheduled campaigns don't send
Emails sent by the scheduled task need your Site URL in Settings General: without it, their unsubscribe links can't be built and the campaign won't send. See Switch to HTTPS or change your site address.
Something wrong or unclear on this page? Tell us at [email protected], or see how to get help.