So, my client just contacted me about the automatic notifications that are sent out when someone buys an event. It turns out that the customers who use Gmail don't receive these notifications, while anyone using any other email client does receive them.
This didn't use to be a problem, but has occurred recently. How can we ensure that customers who use Gmail also receive the email notifications sent out when they buy an event?
Notifications do not differentiate between who uses which mail, if notifications work they work for everyone. We would have to test it.
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.
We went to your site and added Customer to your event
And you can still see that we received a notification for that event
We tested it and we immediately received the notification and as much as we can see everything is working as it should be. We were not able to replicate the issue since everything is working well.
We notices that you are using the old version of Amelia 4.4.1
We now have a new version of Amelia 4.6. When the plugin is not up to date it can have all sorts of issues you need to update to the latest version of the plugin so that we can try to help you.
When it comes to the old version of the plugin, we can not know exactly what the issue is because it is already an outdated version that is not maintained.
If you have any more questions please open another ticket and we will gladly help you there.
Okay, thank you very much, Marko. That is very strange, indeed, because neither I nor my client are able to receive any purchase notifications to our Gmails, but it's good that you did.
I will try to update Amelia, and hopefully that might fix it.
You are most welcome. Yes, we received notifications right away, please be sure to update Amelia to the 4.6 version so it can work properly and make sure that you have purged the complete cache and please try again. You can check that no notifications have gone into spam because as far as we have seen everything works for you, and we couldn't replicate the issue.
So, I have now updated everything on the website, including Amelia, to the newest version. I bought/signed up for a test event with a Gmail account, and I'm still not receiving any purchase notification on my Gmail. Neither did one of my friends, who tried it too.
I also noticed that the email you used to buy the event is [email protected] - which surely is not a Gmail account. The @tms-outsource.com-account might forward the notification email to a Gmail account, perhaps, but this isn't actually the same as someone buying an event directly with a Gmail address.
Could you try again, but this time buy/sign up for the event with a Gmail account directly?
If you can please try again, then I will create a new password for you.
This is Gmail mail only with our domain, but we also tried another with another account that is only Gmail and did not receive a notification. If you can send us a temporary admin access again so we can investigate in more detail.
Firstly, I would like to sincerely apologize for the delayed response as we have been experiencing an unusually high number of tickets. I am sorry that it has taken longer than usual to respond to your concern and your patience is highly appreciated.
Our colleagues work on very complicated tickets and they work on them in the order in which they arrived.
As soon as we get some feedback from them we will contact you.
We know that this is taking much longer than usual and we have not forgotten you but this is an isolated case and as far as we know it only happens to you. We are trying to find a solution but unfortunately, it is not that easy. Colleagues are still working on it and we apologize once again for all the inconvenience.
We try to respond as quickly as possible but sometimes we unexpectedly have an increased number of tickets so we need a little more time to respond. Colleagues are working on that and a few more issues, I would like to give you some time frame, but unfortunately, I can't.
We had a minor bug reported today that has already been fixed. But this is a unique issue with you and we don't know when we will be able to find out exactly what the issue is. We apologize once again for taking a longer period of time than usual.
Ben, have you set up DMARC on your server in the DNS settings? If you do this correctly you will see notifications from Google (and other recipients) giving you some indication as to why your emails are being rejected (or accepted & delivered).
I have seen this with other clients where Google gets confused as to where the email originates, and blocks it. There need to be very clear DKIM and SPF records in the DNS settings. There are also a host of other possible issues at the server level where there may be an endless loop and some mail never makes it out. Someone would need to investigate (a) your mail settings on Wordpress (suggested to use something like WP SMTP Pro), (b) your DNS settings, specifically DMARC for reporting and DKIM and SPF for delivery and mail validation, and (c) the settings on your mail server.
I have never had any problems with deliverability of Amelia notifications to gmail addresses, and I have been using Amelia through multiple revisions. This is clearly an issue that resides outside of Amelia's plugin code.
I hope you can solve this with Chris' help because we can't find anything on our part yet. I also consulted with colleagues and they think that should solve your issue.
It's been a while, but for anyone else finding this thread having the same problems, I just wanted to let you know I was able to fix the problem by setting up SMTP for the Amelia notifications.
Specifically, it turned out my client's email is hosted by Gmail - although their address isn't an "@gmail.com"-address. Hence, I followed your tutorial ( https://tmsplugins.ticksy.com/article/18058/ ) on how to set up 2-factor authentication and generate a special password from within my client's google account, and used that generated password inside Amelia, and now anyone with a Gmail address who books events also receive the notifications.
You are most welcome and we are deleted to hear that you have found the solution. Also thank you so much for posting it here we hope that it will be of help if such a case appears again.
If you have any more questions please open another ticket and we will gladly help you there.
Hey, support!
So, my client just contacted me about the automatic notifications that are sent out when someone buys an event. It turns out that the customers who use Gmail don't receive these notifications, while anyone using any other email client does receive them.
This didn't use to be a problem, but has occurred recently. How can we ensure that customers who use Gmail also receive the email notifications sent out when they buy an event?
Looking forward to you reply.
Thanks,
Ben
Hello Ben,
Thank you for contacting us.
Notifications do not differentiate between who uses which mail, if notifications work they work for everyone. We would have to test it.
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.
Looking forward to your reply.
Kind Regards,
Marko Davidovic [email protected]
Rate my support
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Hello Ben,
We went to your site and added Customer to your event
And you can still see that we received a notification for that event
We tested it and we immediately received the notification and as much as we can see everything is working as it should be. We were not able to replicate the issue since everything is working well.
We notices that you are using the old version of Amelia 4.4.1
We now have a new version of Amelia 4.6. When the plugin is not up to date it can have all sorts of issues you need to update to the latest version of the plugin so that we can try to help you.
When it comes to the old version of the plugin, we can not know exactly what the issue is because it is already an outdated version that is not maintained.
If you have any more questions please open another ticket and we will gladly help you there.
Kind Regards,
Marko Davidovic [email protected]
Rate my support
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Okay, thank you very much, Marko. That is very strange, indeed, because neither I nor my client are able to receive any purchase notifications to our Gmails, but it's good that you did.
I will try to update Amelia, and hopefully that might fix it.
Thanks again!
Hello Ben,
You are most welcome. Yes, we received notifications right away, please be sure to update Amelia to the 4.6 version so it can work properly and make sure that you have purged the complete cache and please try again. You can check that no notifications have gone into spam because as far as we have seen everything works for you, and we couldn't replicate the issue.
Have a nice weekend.
Kind Regards,
Marko Davidovic [email protected]
Rate my support
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Hi again, Marko!
So, I have now updated everything on the website, including Amelia, to the newest version. I bought/signed up for a test event with a Gmail account, and I'm still not receiving any purchase notification on my Gmail. Neither did one of my friends, who tried it too.
I also noticed that the email you used to buy the event is [email protected] - which surely is not a Gmail account. The @tms-outsource.com-account might forward the notification email to a Gmail account, perhaps, but this isn't actually the same as someone buying an event directly with a Gmail address.
Could you try again, but this time buy/sign up for the event with a Gmail account directly?
If you can please try again, then I will create a new password for you.
Thanks,
Ben
Hello Ben,
This is Gmail mail only with our domain, but we also tried another with another account that is only Gmail and did not receive a notification. If you can send us a temporary admin access again so we can investigate in more detail.
Looking forward to your reply.
Kind Regards,
Marko Davidovic [email protected]
Rate my support
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Hello Ben,
We have forwarded your ticket to our level 2 agents and as soon as we get some feedback from them we will contact you immediately.
Kind Regards,
Marko Davidovic [email protected]
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Thank you!
Hello Ben,
You are welcome.
When we get some feedback from them we will contact you do not worry.
Kind Regards,
Marko Davidovic [email protected]
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Hey, Marko!
Any news from the level 2 agents - and if not, do you know when we can expect to hear from them?
Thanks,
Ben
Hello Ben,
Firstly, I would like to sincerely apologize for the delayed response as we have been experiencing an unusually high number of tickets. I am sorry that it has taken longer than usual to respond to your concern and your patience is highly appreciated.
Our colleagues work on very complicated tickets and they work on them in the order in which they arrived.
As soon as we get some feedback from them we will contact you.
Kind Regards,
Marko Davidovic [email protected]
Rate my support
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Okay, thanks a lot for letting me know. I will explain this to my client so they understand you're working on it.
Have a nice day!
Hello Ben,
Yes, my colleagues are working on it. Thank you for understanding and for yours and your client's patience. We highly appreciate it.
Kind Regards,
Marko Davidovic [email protected]
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Hey Marko,
So, it's more than three weeks since anything have happened here. Is it possible to get an idea of when we'll get help?
Thanks,
Ben
Hello Ben,
We know that this is taking much longer than usual and we have not forgotten you but this is an isolated case and as far as we know it only happens to you. We are trying to find a solution but unfortunately, it is not that easy. Colleagues are still working on it and we apologize once again for all the inconvenience.
Kind Regards,
Marko Davidovic [email protected]
Rate my support
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Thanks for getting back to me so fast, Marko.
I had no idea you had actually started working on the problem - that's great to know. I will let my client know, and we will wait and relax for now.
Thanks again :)
Hello Ben,
We try to respond as quickly as possible but sometimes we unexpectedly have an increased number of tickets so we need a little more time to respond. Colleagues are working on that and a few more issues, I would like to give you some time frame, but unfortunately, I can't.
We had a minor bug reported today that has already been fixed. But this is a unique issue with you and we don't know when we will be able to find out exactly what the issue is. We apologize once again for taking a longer period of time than usual.
Kind Regards,
Marko Davidovic [email protected]
Rate my support
Try our FREE mapping plugin! MapSVG - easy Google maps, interactive SVG maps, floor plans, choropleth maps, and much more - https://wordpress.org/plugins/mapsvg-lite-interactive-vector-maps/
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Ben, have you set up DMARC on your server in the DNS settings? If you do this correctly you will see notifications from Google (and other recipients) giving you some indication as to why your emails are being rejected (or accepted & delivered).
I have seen this with other clients where Google gets confused as to where the email originates, and blocks it. There need to be very clear DKIM and SPF records in the DNS settings. There are also a host of other possible issues at the server level where there may be an endless loop and some mail never makes it out. Someone would need to investigate (a) your mail settings on Wordpress (suggested to use something like WP SMTP Pro), (b) your DNS settings, specifically DMARC for reporting and DKIM and SPF for delivery and mail validation, and (c) the settings on your mail server.
I have never had any problems with deliverability of Amelia notifications to gmail addresses, and I have been using Amelia through multiple revisions. This is clearly an issue that resides outside of Amelia's plugin code.
-Chris Martin
[email protected]
Hello Chris and thank you for that.
I agree that this is a possibility. Ben if you do not mind please try the solution suggested by Chris and let us know if this has solved the issue.
Looking forward to your reply.
Kind Regards,
Marko Davidovic [email protected]
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Thank you very much, Chris and Marko.
I am not sure about the DMARC, Chris, I only know Gmail worked normally a few months ago, so something must have happened in the meantime.
What you say sounds logical, and I will dive into your suggestions, and hopefully be able to solve it from your pointers.
I'll let you know what the problem is when I fix it - or if I can't fix it.
Thank you both for the help!
Hello Ben,
I hope you can solve this with Chris' help because we can't find anything on our part yet. I also consulted with colleagues and they think that should solve your issue.
Please do let us know has it worked.
Kind Regards,
Marko Davidovic [email protected]
Rate my support
Try our FREE mapping plugin! MapSVG - easy Google maps, interactive SVG maps, floor plans, choropleth maps, and much more - https://wordpress.org/plugins/mapsvg-lite-interactive-vector-maps/
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Hey!
It's been a while, but for anyone else finding this thread having the same problems, I just wanted to let you know I was able to fix the problem by setting up SMTP for the Amelia notifications.
Specifically, it turned out my client's email is hosted by Gmail - although their address isn't an "@gmail.com"-address. Hence, I followed your tutorial ( https://tmsplugins.ticksy.com/article/18058/ ) on how to set up 2-factor authentication and generate a special password from within my client's google account, and used that generated password inside Amelia, and now anyone with a Gmail address who books events also receive the notifications.
Thanks for all your help earlier.
Hello Ben,
You are most welcome and we are deleted to hear that you have found the solution. Also thank you so much for posting it here we hope that it will be of help if such a case appears again.
If you have any more questions please open another ticket and we will gladly help you there.
We wish you all the best.
Have a nice day.
Kind Regards,
Marko Davidovic [email protected]
Rate my support
Try our FREE mapping plugin! MapSVG - easy Google maps, interactive SVG maps, floor plans, choropleth maps, and much more - https://wordpress.org/plugins/mapsvg-lite-interactive-vector-maps/
wpDataTables: FAQ | Facebook | Twitter | Instagram | Front-end and back-end demo | Docs
Amelia: FAQ | Facebook | Twitter | Instagram | Amelia demo sites | Docs | Discord Community
You can try wpDataTables add-ons before purchasing on these sandbox sites:
Powerful Filters | Gravity Forms Integration for wpDataTables | Formidable Forms Integration for wpDataTables | Master-Detail Tables