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Email builder active but new order details are blank except when resending through order itself

This topic has 18 replies, 4 voices, and was last updated 1 weeks, 1 days ago ago by Tony Rodriguez

IMR

Participant

November 11, 2025 at 04:59

When an order is placed in Woocommerce, the New Order template shows up blank with only the site logo and footer statement. But when going to the specific order and using the order actions to ‘send order details to customer’, the email comes through whole and matches the template. When disabling the Email Templates for Xstore, the Woo email templates are not editable in any way, shape or form and have no blocks to them.

#459339 Copied

17 Answers

Andrew Mitchell

Support staff

November 11, 2025 at 11:42

Hello, IMR,

Could you please provide temporary wp-admin and FTP access? We will check what can be done to help you.
To grant WP-Admin access, please proceed to create a new user account with an administrator role through your WordPress Dashboard. Once the account is established, you may securely transmit the username and password to us via the Private Content section designated for this purpose.

For FTP access, we require the following details: FTP host, FTP username, FTP password, FTP port, and FTP encryption type. If you need assistance in creating these credentials, please reach out to your hosting provider who will guide you through the process.

Best Regards,
8Theme’s Team

#459399 Copied

IMR

Participant

November 18, 2025 at 01:50

Hey Andrew, I put the FTP and WP logins in the private content last week but don’t see it in the history of this issue. Posting again, please advise.

Please contact administrator
for this information.

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Jack Richardson

Support staff

November 18, 2025 at 08:37

Hello @IMR,

Thank you for providing us with the correct access to your website. As we can see, it is a live site, and we would like to avoid performing any tests directly on it. Could you please let us know if you have a staging environment where we could investigate the issue instead?

Additionally, based on the error log files (https://prnt.sc/zuyPeOaeT-7n), we have noticed issues related to the following plugins:
– yith-woocommerce-product-bundles-premium
– facebook-for-woocommerce

We recommend temporarily disabling these plugins and testing the site with them deactivated.

Also, please, contact to your hosting provider to check the server logs and the errors shown there as it could help understand the issue of such email template.

We look forward to your feedback and would appreciate it if you could provide us with access to the staging website so that we can place a test order and perform further debugging. Additionally, could you please, check if the issue is only with mentioned email template and there are no issues with other templates such as “New customer”, “Reset password”, “Completed order”, etc. ?

Best regards,
Jack Richardson
8Theme Team

#460147 Copied

IMR

Participant

November 18, 2025 at 21:46

Thank you Jack, new staging site is active – your current WP login provided should work. Staging site url provided in private content. Yith plugin can be replaced but FB plugin was not an issue prior to Xstore, don’t think that would be an issue but let me know if it is.

Please contact administrator
for this information.

#460210 Copied

IMR

Participant

November 19, 2025 at 00:51

Also, you asked which emails, it appears to be any of the order type emails that are not sending unless done manually through the order.

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Jack Richardson

Support staff

November 19, 2025 at 07:18

Hello @IMR,

Unfortunately, we are unable to access your staging website due to server issues on our end. In this case, could you please provide us with feedback on your testing after disabling the mentioned plugins (https://www.8theme.com/topic/email-builder-active-but-new-order-details-are-blank-except-when-resending-through-order-itself/#post-460147)? You may perform this test on the staging site if it loads correctly on your side.

Also, we asked you to contact to your hosting provider to check the server logs and the errors shown there as it could help understand the issue of such email template. What is his response for your request ?

Best regards,
Jack Richardson
The 8Theme Team

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IMR

Participant

November 20, 2025 at 22:06

Updated the staging site on DNS side, you should be able to login now. Please advise. This is becoming very problematic.

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Jack Richardson

Support staff

November 21, 2025 at 07:29

Hello @IMR,

Thanks for providing us the access to your staging web-site. In order to assist you more effectively, could you please provide your responses to the questions we have asked several times before?

Could you please share your feedback on the testing you performed after disabling the mentioned plugins (https://www.8theme.com/topic/email-builder-active-but-new-order-details-are-blank-except-when-resending-through-order-itself/#post-460147)?

Additionally, we requested that you contact your hosting provider to review the server logs and any related errors, as this information could help us better understand the issue with the email template. Could you please let us know their response to your request?

Your answers to these questions will help us identify the areas to focus on when searching for a solution. Without this information, it is difficult to determine the appropriate fix, and it is possible that certain server settings may be blocking emails containing custom content.

Best regards,
Jack Richardson
The 8Theme Team

#460412 Copied

IMR

Participant

November 21, 2025 at 20:40

Hey Jack,
You should have access to the staging site now but I have also disabled both Yith and FB plugins and tested a transaction. The emails are still not coming through as the email templates show. However, when I go back to the order and send the email manually it shows correctly. I have copied the Error log for today in the private content from the hosting site staging site ftp records – which you should also have access to under the access I provided you. If this is not accurate please reference the screenshot provided with where to find the error logs. Outside of these errors the hosting provider support said there are no errors on the site.

Please advise.

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#460471 Copied

IMR

Participant

November 21, 2025 at 20:47

This is what the email should look like and what shows up after sent manually from the order itself. This should be the automatic email. This was on the staging site using cash payment type.

Files is visible for topic creator and
support staff only.

#460472 Copied

IMR

Participant

November 21, 2025 at 21:19

When I turn off the Xstore / email builder and proceed to the Woocommerce / Settings / Emails – then try to edit, none of them show any blocks and cannot be edited.

On my prior build without Xstore, which included the FB plugin as active – this was not the case and order emails worked without any issue using the WC / Settings / Emails.

#460474 Copied

IMR

Participant

November 21, 2025 at 22:59

I have turned on the Xstore email builder again and checked the templates for content. More specifically the one for processing order which is the one that should be sent to customer after order has been placed. The template is complete but the email sent is not. Same for the one being sent to the admin (me) when the order is placed, that template is also complete but not being sent as the template shows.

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IMR

Participant

November 22, 2025 at 02:41

I believe I found the issue. Stay tuned.

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Jack Richardson

Support staff

November 22, 2025 at 12:12

Hello @IMR,

Thank you for your message. Have you found anything in your server configurations or within our theme files? Please provide us with more details about your testing results if you have discovered anything on your side.

Best regards,
Jack Richardson
The 8Theme Team

#460508 Copied

IMR

Participant

November 24, 2025 at 18:50

Hello, after extensive testing on the staging site and some recent orders to confirm the results on the live site, I have found the following to have fixed this concern.

In order to keep the Xstore theme active and have the emails functional, the setting under Woo / Settings / Advanced / Features / Disable – “enable the block based email editor for transactional emails”. Turning off the Xstore theme did work for the emails but turning this off allows me to keep the Xstore theme in place with their email builder and the emails send correctly.

As a correction to the earlier communication on the Yith and FB plugins causing an error, at no time did disabling these by themselves resolve the problem.

At this time I believe this case can be closed. I will be removing the FTP and WP admin access.

#460654 Copied

IMR

Participant

November 24, 2025 at 18:51

Thanks for the support! My topic “Email builder active but new order details are blank except when resending through order itself” has been successfully resolved.

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Tony Rodriguez

Support staff

November 24, 2025 at 18:51

Dear IMR,

It’s great having you in our WordPress & WooCommerce community!

Every insight you share helps us refine XStore and build tools that empower thousands of online store owners worldwide.

Leave Feedback →
(takes less than a minute)

Together, we grow stronger with every release.

Topic closed.
The 8Theme Team

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The issue related to '‘Email builder active but new order details are blank except when resending through order itself’' has been successfully resolved, and the topic is now closed for further responses

Email builder active but new order details are blank except when resending through order itself

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