Hello Steven,

Thank you for reaching out to us.

Does this issue happen for all types of notifications or just specific, and does it happen to the same users, or do all the users get their emails in the spam intermittently?

Looking forward to your reply.

Hello Steven,

Thank you for reaching back to us.

Please provide me a temporary WP-admin (administrator) user for your site where this happens, so we can log in and take a look ‘from the inside’ as that’s the most efficient way to see and resolve the issue. 

We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties. 

You can write credentials here just check PRIVATE Reply so nobody can see them except us.

Hello Steven,

Thank you for providing me with the admin credentials.

Can you please install the latest version of the Amelia plugin (4.6), test it out, and provide me with an update on this issue?

Looking forward to your reply.

Hello Steven,

I will respond to that ticket and we will continue our conversation on that ticket.

Hello Steven

Are you referring to the Spam folder issue? This should not be happening if you're using SMTP (which I see is currently enabled in Amelia on your site) but it can happen even with it.

There's nothing we can do about it, but here are some hints about how you can stop that from happening:

https://movableink.com/blog/how-to-prevent-emails-from-going-to-spam

Also, (correct me if I'm wrong, but) I noticed you're using a password for smtp.office365.com. This is no longer recommended because (like Google) Microsoft will soon stop supporting the 2-factor authorization without configuring an App Password.

You can read more about this in the article linked below:

Setting up SMTP with Microsoft (hotmail, outlook, live, and office365 emails)

Please try setting that up, and let us know if it helps.

Hi again Steven

As far as I can see, SMTP is enabled, and test emails do work (they don't arrive in my spam folder, but in my inbox), so I can't say why it's using WordPress' server. Once you save SMTP as the sending method, that's what the database saves.

We can escalate this to our developers but in order to do that, we'll need you to clone your website. Can you do that?

If yes - I'll ask you to install the Duplicator plugin. It will generate a couple of files that you can send me (along with the log-in credentials), and then I can create an exact copy of your website, see what the issue is and try to resolve it.

The Duplicator plugin can export only up to 500MB of data, so if your site is bigger than that, please use the All-in-One WP Migration plugin.

Please note that the files will be too large to attach to the ticket, so you can upload them via wetransfer.com and just send me the link.

Please provide me a temporary WP-admin (administrator) user for your site where this happens, so we could log in and take a look ‘from the inside’ as that’s the most efficient way to see and resolve the issue. 

We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties. 

You can write credentials here just check PRIVATE Reply so nobody can see them except us.