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Maybe there are problems with your WooCommerce template.

This topic has 6 replies, 2 voices, and was last updated 1 week ago ago by Jack Richardson

montse

Participant

January 20, 2026 at 11:04

Maybe there’s a problem with your WooCommerce template. The site is up to date, but for a few days now, customers haven’t received a copy of their order, nor a copy of their bank transfer details. The IBAN code should appear when making the transfer.

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5 Answers

Jack Richardson

Support staff

January 20, 2026 at 13:31

Hello @montse,

Could you please let us know what recent actions were taken on your website before this issue occurred? For example, did you update any plugins or make any customizations?

According to the WooCommerce logs, we have noticed multiple critical errors originating from the Google Listings and Ads plugin (https://prnt.sc/1EkFpvnA1573). We recommend temporarily disabling this plugin and providing us with more details about how the issue appeared and what actions were performed on your website prior to its occurrence.

Best regards,
Jack Richardson
The 8Theme’s Team

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montse

Participant

January 20, 2026 at 13:40

We have had this problem for a few weeks now, in fact we added some plugins (WP Mail SMTP) also because the customer was not even receiving copies of the orders from the info email. In fact we also added another order email to ensure that these emails would arrive to them, but the biggest problem is that customers do not receive the confirmation that they have placed the order and even when we tried to place an order we saw that the couple as customers did not arrive, only today in desperation we also added this plugin WP Mail Logging

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Jack Richardson

Support staff

January 20, 2026 at 13:48

Hello @montse,

Could you please temporarily disable the recently added plugins includin Google Listings and Ads and then check the issue? Also, if the issue persist may we place a test order on your website to investigate the problem? If so, do you have a test product available that we can use for this purpose without creating a real order?

Additionally, please, contact to your hosting provider to check the server logs as there might be some issue on your server, because we didn’t make any implementation or modification in our theme that could affect orders actions on customers’ web-sites.

Best regards,
Jack Richardson
The 8Theme’s Team

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montse

Participant

January 20, 2026 at 16:11

I have deactivated other plugins including the two that I had activated because we had problems receiving emails, but I checked in the WOOCOMMERCE settings and in any case it does not enable me to receive emails, in the meantime I also contact the server

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Jack Richardson

Support staff

January 20, 2026 at 16:42

Hello @montse,

Thank you for your message. We appreciate the information you have provided. Since you have already deactivated other plugins and checked the WooCommerce settings, we recommend also verifying the email configuration on your server to ensure that it allows sending and receiving emails correctly.

Please let us know once you have checked this, or if you need any further assistance from our side.

Best Regards,
Jack Richardson
The 8Theme’s Team

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