Hello there,

Thank you for reaching out to us.

Please go to the notifications section inspect the page then try and send test notifications and then if there are any issues you will see the error in the network section. If there is any please send us a screenshot so that we can take a look.

The error should show unless you are using PHP mail. We can help only if you are using SMTP if you are using WP mail which is this party plugin then you need to reach out to their support team and if you are using PHP mail you need to change this

We strongly recommend changing the mail service setting to SMTP or Mailgun because the email that is sent with PHP Mail generally gets flagged as spam by mail servers and also can take some time to send. See below how to configure SMTP and Mailgun mail services.

So please set the SMTP on your site

• SMTP (Simple Mail Transfer Protocol) – In this article, we show how to configure the SMTP mail service for Gmail, but you can set it up for any other outgoing service that supports SMTP for a mail client. When you select this option, four inputs will appear – you need to populate them to configure SMTP properly. A Google SMTP example:
  • SMTP Host – smtp.gmail.com
  • SMTP Port – 587
  • SMTP Secure – TLS
  • SMTP Username – Your Gmail address
  • SMTP Password – Your App password (details about setting up an app password can be found in the notice section below)

  The most commonly used SMTP Ports are 465 and 587. Port 465 uses “SSL” as SMTP Secure, while port 587 uses “TLS” as SMTP Secure. Make sure to check what the correct SMTP settings are for your mailing provider.

Google SMTP (Gmail accounts):

From 30 May 2022, Google will no longer support the use of third-party apps or devices which ask you to sign in to your Google Account using only your username and password, so “Allow less secure apps” will be removed.

In order to continue using SMTP with Gmail, you will need to set up an App Password for Amelia. App Passwords can only be used with accounts that have 2-Step Verification turned on. Instructions about this can be found on Google’s Documentation, here.

For detailed set-up instructions, please take a look at this article on our official support platform.

Microsoft SMTP (outlook, hotmail, live, and office365 email accounts):

If you’re having issues using SMTP with your Microsoft account, please make sure to set up an App Password for Amelia. App Passwords can only be used with accounts that have 2-Step Verification turned on in the Security Basics section of your Microsoft account. Instructions about this can be found on Microsoft’s Documentation, here.

For detailed set-up instructions, please take a look at this article on our official support platform.

Hope this helps. 

Hello again,

You did not inspect the page and you did not send us error from network section so we can not say what is the issue

That is why we have asked for this. If we can see it we would be able to tell you if the issue is with your hosting provider or with your SMTP credentials. In 99% of cases the issue is not with Amelia but with the credentials and this can be seen in network section.

If you do not know how to check this error you can give us the temporary admin access in private response and we can check this for you.

Looking forward to your reply. 

Hello again,

Unfortunately, this is not possible we provide support only via tickets.

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.

Hello again,

Do not worry no one can see this data except for us you can test this in incognito mode. We will take a look at this now and we will reach out to you again on this ticket as soon as we have more information. 

Hello again,

We will take a look at this now and we will reach out to you again on this ticket as soon as we have more information. 

Hello again,

The issue is not with Amelia you need to reach out to your provider and to double check your credentials. You can that the error in your console shows that the issue is not with Amelia

So the issue is with SMTP host.

Should you have any further inquiries, we kindly request that you open separate tickets for each question and we will gladly help you there.

We wish you all the best and hope you have a wonderful day ahead.  

Hello again,

We are glad to hear that but when you have several questions or issues please open a new ticket, and we will help you there. In that way, issues and questions that are related to different subjects will be in separate tickets so other customers or our support agents can find them easily. 

Our policy is to have one issue or question per ticket because of the reasons that are described already.

Thank you for understanding. 

Can you please check in WordPress users if you have several roles added to this user? For example admin and employee or employee and customer. etc. Or if this user has the same mail as other user for example admin/manager and employee or employee and customer. etc.

If this is the case then you should know you can not be Admin and manager to admin and employee, etc at the same time since this leads to conflict within the plugin. You need to have only one role per user only admin or only manager or only employee. Every role has different permission and if you combine them Amelia can not function properly.

You need to disconnect other roles from that user and that mail and to create a separate user with separate mail for each role and make sure to purge the cache afterward.

After that Amelia should work properly again. Please do that and let us know how it goes. 

We wish you all the best and hope you have a wonderful day ahead. 

Hello again,

We do not know which user has this issue. Also, you can copy paste admin credentials in private response in a new separate ticket for each issue. 

We will log in and take a look now. 

Hello again,

You have changed our role and now is limited and we can not see anything in Amelia

If you want us to take a closer look you need to change out role to admin or you can follow our suggestion fro previous ticket and see if any users have more then one role that will create a conflict of roles.

We wish you all the best and hope you have a wonderful day ahead. 

Hello again,

As we have explained this is the same policy for all 80000+ users but we have logged in to take a look but we do not have Admin role as you see in our previous reply so we can not access anything.

Looking forward to your reply. 

Hello again,

We will take a look at this now and we will reach out to you again on this ticket as soon as we have more information. 

Hello again,

We went on your site and we have upgraded Amelia to latest version once we purged the cache all is working fine and we can create new event without any issue

As far as we can see all is working fine now and there no issues.

Should you have any further inquiries, we kindly request that you open separate tickets for each question and we will gladly help you there.

We wish you all the best and hope you have a wonderful day ahead.