Revision as of 15:44, 29 July 2014

There may be occasions where emails are not being sent as expected by the system. The problem is usually a misconfiguration, this page explains the symptoms, causes and resolutions to the most common email sending problems.

General Emails Not Sending

If general emails are not being sent (such as client sign-up confirmation, order confirmation etc.) you can take the following steps to ensure it is setup properly for the emails to be sent out.

First, check these points:

1. Ensure the email template is not disabled under Setup > Email Templates.
2. There are no custom action hooks in the /includes/hooks and /modules/addons directories that could be preventing email sending.
3. Can the email be sent manually?

If the issue is still not resolved:

1. Do you see the email in the Utilities > Logs > Email Message Log page?
2. Is there an error at the time of email sending under Utilities > Logs > Activity Log?

No Error in Activity Log: If a message is recorded in the Email Message Log and there's no error in the Activity Log we can conclude it left WHMCS without any errors from your mail server. Therefore the problem is one of email delivery and not a WHMCS software issue. Please contact your mail server administrator to investigate.

Product Welcome Email Not Sending

Problems with the sending of the welcome email are typically related an issue with the creation of the account. As such please refer to Auto Setup Issues to troubleshoot.

Support Ticket Notifications Not Sending

If support ticket notification emails are not being sent to staff (such as new support tickets, new client reply etc.) you can take the following steps to ensure it is setup properly for the notifications to be sent out.

First, check these 3 things:

1. Please ensure the 'Enable Ticket Notifications' options are ticked under Setup > Staff Management > Administrator Users > Edit
2. The "Support Emails' option should also be ticked under Setup > Staff Management > Administrator Roles > Edit
3. Finally, ensure the admin ticket notification emails are not disabled under Setup > Email Templates.

If the issue is still not resolved:

1. Ensure the Setup > General Settings > Support tab > Disable Reply Email Logging option is UNticked and reproduce the issue.
2. Is there an error at the time of email sending under Utilities > Logs > Activity Log?

No Error in Activity Log: If there is no error in the Activity Log at the time of email sending we can conclude it left WHMCS without any errors from your mail server. Therefore the problem is one of email delivery and not a WHMCS software issue. Please contact your mail server administrator to investigate.