We’re running into an issue with Amelia’s email notifications on our website (edu-nova.co.uk). Everything was working fine until we changed the Amelia plugin in WordPress to a different subscription, and from that exact moment, customer and employee notifications stopped sending. Google meet invitations are still being sent (as we did not change our google workspace).
Troubleshooting Steps Taken: ✔ Checked Amelia Notification Settings – Customer notifications are enabled. ✔ Tested WordPress Email System – Sent a test email via WP Mail SMTP, and it was not delivered ✔ Reviewed Plugin/Theme Conflicts – No recent changes besides swapping Amelia versions. ✔ Checked Amelia Logs – No obvious errors related to notifications.
What We’d Love Your Help With: Could this issue be caused by the plugin swap? Is there a way to check if Amelia is queuing or attempting to send customer notifications? Are there any known issues with scheduled notifications in recent updates? Would reinstalling Amelia be a potential fix? We’d really appreciate your help in figuring this out as soon as possible. Let us know if you need any additional details!
Additionally I have an issue regarding sending notification through Amelia. I have configured the Amelia notifications settings with SMTP, using the google app password (as I use a google workspace account). I have also tried using site grounds email settings although that also did not work.
No update should influence this or change anything regarding notifications. 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. Click on the error like this so that we can see what it shows
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.
We wish you all the best and hope you have a wonderful day ahead.
Thank you for your quick reply. I get the same error that you sent, which is SMTP Error: could not authenticate. I have tried using my personal gmail account and it has worked. Although I would like to do it with my companies email and domain, which does not end in @gmail.com , but rather in @edu-nova.co.uk. Is there a way to make this work ? I believe I have set up the configuration correctly considering I made it work with my personal gmail account.
This is not issue with Amelia and you can use any mail that you would like but for this you need to reach out to your mail provider so that they can give you the correct data and set of credetials needed for this mail so that you can set it up. This error points to an issue not related to Amelia but to your mail providr and set of credentials.
We wish you all the best and hope you have a wonderful day ahead.
Dear Amelia Support Team,
We’re running into an issue with Amelia’s email notifications on our website (edu-nova.co.uk). Everything was working fine until we changed the Amelia plugin in WordPress to a different subscription, and from that exact moment, customer and employee notifications stopped sending. Google meet invitations are still being sent (as we did not change our google workspace).
Troubleshooting Steps Taken:
✔ Checked Amelia Notification Settings – Customer notifications are enabled.
✔ Tested WordPress Email System – Sent a test email via WP Mail SMTP, and it was not delivered
✔ Reviewed Plugin/Theme Conflicts – No recent changes besides swapping Amelia versions.
✔ Checked Amelia Logs – No obvious errors related to notifications.
What We’d Love Your Help With:
Could this issue be caused by the plugin swap?
Is there a way to check if Amelia is queuing or attempting to send customer notifications?
Are there any known issues with scheduled notifications in recent updates?
Would reinstalling Amelia be a potential fix?
We’d really appreciate your help in figuring this out as soon as possible. Let us know if you need any additional details!
Dear Amelia Support Team,
Additionally I have an issue regarding sending notification through Amelia. I have configured the Amelia notifications settings with SMTP, using the google app password (as I use a google workspace account). I have also tried using site grounds email settings although that also did not work.
thank you
Hello there,
Thank you for reaching out to us.
No update should influence this or change anything regarding notifications. 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. Click on the error like this so that we can see what it shows
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
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.
We wish you all the best and hope you have a wonderful day ahead.
Kind Regards,
Marko Davidovic [email protected]
Rate my support
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Hello Marko,
Thank you for your quick reply. I get the same error that you sent, which is SMTP Error: could not authenticate. I have tried using my personal gmail account and it has worked. Although I would like to do it with my companies email and domain, which does not end in @gmail.com , but rather in @edu-nova.co.uk. Is there a way to make this work ? I believe I have set up the configuration correctly considering I made it work with my personal gmail account.
Best,
Attached files: Screenshot 2025-03-04 at 09.58.37.png
Hello again,
This is not issue with Amelia and you can use any mail that you would like but for this you need to reach out to your mail provider so that they can give you the correct data and set of credetials needed for this mail so that you can set it up. This error points to an issue not related to Amelia but to your mail providr and set of credentials.
We wish you all the best and hope you have a wonderful day ahead.
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