How can we get the shop to send mails to customers again?

This topic has 6 replies, 2 voices, and was last updated 1 years, 5 months ago ago by Rose Tyler

  • Avatar: AnimalShop
    Renè Bavnild
    Participant
    January 28, 2023 at 20:57

    Dear support
    Our shop ususally sends mails to both us and the customer when there is a new order – but it has just stopped working today.
    The settings seem to be the same as always and the shop works in the way that the order is received and we can see it in the payment gateway. We can access the mail where we usually get the message without problems.
    All in all it seems that some error has happened on the website. Can you help us solve it?

    Please, contact administrator
    for this information.
    5 Answers
    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    January 29, 2023 at 11:22

    Hello, AnimalShop

    We have detected that you are using the latest version of WooCommerce, however, you are using an outdated version of the theme. We recommend that you update the theme and Core plugin for optimal performance

    We kindly ask that you refrain from updating WooCommerce before updating the theme, next time. You can find information about compatibility in the changelog here: https://xstore.8theme.com/update-history/.

    Thank you for your cooperation.

    Kind Regards,
    8theme team

    Avatar: AnimalShop
    Renè Bavnild
    Participant
    January 29, 2023 at 11:43

    now we have updated theme
    it didn’t help
    what should we do now?

    Please contact administrator
    for this information.
    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    January 29, 2023 at 11:53

    Hello,

    Did you install an additional plugin or do any customization in files that may cause the problem?

    Try to disable Built-in Email Builder and check if you have the problem then.

    Kind Regards,
    8theme team

    Avatar: AnimalShop
    Renè Bavnild
    Participant
    January 29, 2023 at 11:59

    Have disabled the email builder but it didn’t help

    Please contact administrator
    for this information.
    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    January 29, 2023 at 12:35

    Hello,

    To confirm if the situation is independent of XStore’s theme functionality, we suggest temporarily activating the default WooCommerce theme – Storefront, and checking how emails work then. If the situation is indeed independent of XStore, our support team will not be able to assist you. In this case, we recommend contacting the support of your hosting provider or WooCommerce support.

    Regards,
    8theme team

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