General Support - Debugging mailing issues when you don't receive any emails from the plugin

Route of the email from WordPress to receiver

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  1. When our plugin wants to send an email it's calling the standard wp_mail() function. Beyond that our plugin's role is over.
  2. WordPress by default will use the standard PHP mail() function to delegate sending email. PHP will use the localhost's mail daemon as sendmail or postman (on Linux servers) depending on the php.ini configuration.
  3. If you're using some extra SMTP support plugins in your WordPress website then WordPress will delegate sending email to this plugin. In most cases it will connect with the external SMTP server using the settings and login credentials that you've provided to this plugin.
  4. The daemon or the SMTP server will queue the email and try to deliver by connecting with the receiver's mail server. It will try several times in case the target server is unavailable. The email can be rejected or it can be delivered after several minutes or even hours.

I don't receive emails from CM plugin

There are a lot of reasons why you may not be receiving emails from the plugin:

  • Your server environment might not be configured properly.
  • You've installed an SMTP support plugin for WordPress but it hasn't been set up properly.
  • Your mailing provider doesn't support an empty "To" header.
  • You didn't properly set up the mailing options in our plugin.
  • Your mail server or the receiver's mail server applies some strict security policy or other restrictions and rejects the email.
  • There's a conflict with the other plugin.

Before contacting the CM support please follow the instructions below.

How to check what the issue is?

  1. First, install a WordPress plugin that will log the outgoing emails. We also recommend using our CM Email Tools plugin in order to configure the SMTP connection, log outgoing emails and debug why it's not working.
  2. In order to check if this is our plugins fault or if your mail server doesn't work, please send an email from outside the plugin.
    1. Probably your SMTP supporting plugin have an option to send a testing email so send it to the different receivers who are using different email providers. Sometimes emails aren't delivered just to your own server.
    2. Also, try to send emails from your other plugins.
  3. If you're not receiving any emails then probably your SMTP supporting plugin or your sendmail daemon is not configured properly. Contact your system administrator.
  4. If you are receiving the emails but not from our plugin then try to log outgoing emails using a WordPress plugin mentioned in (1).
  5. If the emails from our plugin are being properly logged in the outgoing mail log then it seems that your mail daemon or SMTP server is rejecting it. Please contact your mailing provider and ask why the email might be rejected. Sometimes the email providers apply a security policy and limit the BCC receivers in order to reject spammers or reject emails with empty "To" header so you can ask also if the server supports sending bulk emails with empty "To" header and multiple receivers in multiple "BCC" headers.
  6. When emails from our plugin are not being logged in the outgoing mail log, then double-check your mailing settings in our plugin's settings page. Also please try to make the plugin send an email to a different email address in a different domain (in case your email provider may filter emails from WordPress for some reason).
  7. If nothing left - contact our CM support team.

How to change sender's From Name and From Email?

If you need to change sender's From Name (1) and From Email (2) you might need to use additional plugins.

Example of the email notification
Example of the email notification

There are some different free and paid plugins that you can use, for example:

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