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Automatic emails sent via website are no longer sending to customers

This topic has 4 replies, 2 voices, and was last updated 59 minutes ago ago by Jack Richardson

DebbieC

Participant

April 29, 2026 at 15:58

I have just updated WordPress, WC & the theme and find that outgoing emails via the website are no longer sending. This includes the ‘new order confirmation’, customer confirmation of orders and shipping ect. Nothing is going out / being received via the website.

It isn’t a problem with our email as this is working, it’s just anything sent from the website. No settings or anything have been changed and we have never had to use an SMTP plugin for outgoing emails.

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3 Answers

Jack Richardson

Support staff

April 30, 2026 at 07:24

Hello @DebbieC,

Please check whether the emails are being sent after disabling the built-in Email Customizer Builder: https://www.8theme.com/documentation/xstore/xstore-features/xstore-built-in-woocommerce-email-builder/, if this feature is currently enabled on your website.

If the issue persists, could you kindly provide us more details including some screenshots or videos of the issue along with temporary WP-Admin access so that we can review your settings?

To grant WP-Admin access, please create a new user account with the Administrator role through your WordPress Dashboard. Once the account has been created, you may securely share the username and password with us via the Private Content section designated for this purpose.

Best regards,
Jack Richardson
The 8Theme’s Team

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DebbieC

Participant

April 30, 2026 at 08:38

Hi,
No I’ve never used the Email Customizer Builder.

I can’t send videos or screenshots because there is nothing to video. None of the emails are being sent from the site. We do not receive ‘New order confirmation’ emails. Customers do not receive ‘order confirmations’, ‘shipping notifications’ or any of the emails that normally get sent when a customer places an order.

We have never had this issue before so I’m presuming one of the recent updates has caused WC to stop sending emails.

All the settings seem correct in WC-Settings-Email, nothing has changed there. I have also checked with the hosts who looked at the WooCommerce email setup, and they say everything on the configuration appears to be correct. Our mailbox outside of WC is working correctly.

I attach login details.

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Jack Richardson

Support staff

April 30, 2026 at 09:06

Hello @DebbieC,

Since you are not using our built-in Email Customizer builder, the email sending functionality is handled by the WooCommerce core. Could you please check whether you have the option to test this case on your staging website?

You can also review the debugging process by following the steps provided in the WooCommerce article: https://woocommerce.com/document/email-faq/.

As your store is live, we are unable to perform debugging changes directly. Therefore, we kindly ask you to verify whether it is possible to test this on your staging environment.

Please note that we have not made any changes related to email configuration in our latest updates. We have also reviewed your debug logs and found no issues with email functionality. However, it appears that the latest WooCommerce updates include changes to email handling that might be affecting your website: https://prnt.sc/-fcVimHaRuE-.

Additionally, we have noticed a few customer reports regarding similar issues:
https://wordpress.org/support/topic/customers-reported-orders-missing/
https://wordpress.org/support/topic/huge-number-of-canceled-and-bogus-orders/

Best regards,
Jack Richardson
The 8Theme’s Team

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