Hello there,

Thank you for reaching out to us.

Can you please give us little more information about your settings

1. Are you using SMTP or WP mail PHP mail?
   We can only help you up to a point if you are using SMTP if you are using WP mail for example for any issues you will need to reach out to their support team.
2. Also please check if approved notifications are not accidentally unchecked 
    

Looking forward to your reply.

Kind Regards,

Marko Davidovic 

Hello again,

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. 

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.

Kind Regards,

Marko Davidovic 

Hello again,

It was important to switch from PHP Mail to SMTP, as using PHP Mail is not recommended, as you can see in our documentation, it often results in users not receiving notifications. SMTP is always the recommended method to ensure everything works properly.

With your additional explanation, we now fully understand the issue, and it turns out this is a bug. Our development team is already working on it, and it should be resolved in one of the upcoming updates — hopefully even in the next one.

We do apologize for the inconvenience.

Should you have any further inquiries, we kindly ask that you open separate tickets for each question, and we’ll be happy to assist you.

Wishing you all the best and a wonderful day ahead.
Kind regards,
Marko Davidovic

Hello Ralf,

Thank you for the update on this.

As Marko is out of the office, I will fill in for him.

I will take a look at this and let you know as soon as possible.

I appreciate your patience.

Hello Ralf,

Thank you for the update on this.

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.

Hi Ralf,

Uros is out of office, i will jump in on this one, apologies for the delayed answer. As my colleagues suggested, you should use SMTP protocol for sending emails. Currently, you have PHP configuration which is not recommended since the email might end up in the spam folder, or they are not sent at all. 

You can try out these parameters and let me know if it works. 

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 yellow notice section below)

You would need to configure the Google username and password. You can find more information on this link.

Looking forward to hearing from you. 

Hi Ralf,

The SMTP procotol is used in 99 percent of the configuration and it has been tested numerous times, we are using it on daily basic for testing purpose and troubleshooting. The SMTP must be configured directly in Amelia (this is recommended setup), however, it can configured through third party SMTP plugin. In this case, you should switch to WP mail in Amelia, so third party SMTP plus WP mail in Amelia and the notifications will work. 

Hi Ralf,

The PHP mail protocol is not stable and generally not recommended for reliable email delivery.

Unfortunately, the access link you provided no longer works. If you can share admin access again, I’ll be happy to test the notifications and verify that the notification messages are functioning correctly.

Hi Ralf,

Thanks again for the login. To prove the email notification configuration, I've performed an extensive test. First of all, I've disabled the SMTP plugin and entered the SMTP configuration directly into Amelia. The test email was successful, as per the screenshot 

I went further to test the appointment notifications, and I've booked a test appointment. This is a test appointment created. 

When the status is approved, the email notification is sent to the customer. 

If i change the status to pending, this is also working 

You've disabled the notification template "appointment approved" for the employee and the option "notify customers" was disabled inthe  Appointment window 

Please note that you can still use SMTP settings through third-party SMTP plugin, however, in that case, you need to change the settings to WP mail in Amelia (not PHP).

I hope it helps. 

Hi Ralf,

Now i see what you are referring to. Unfortunatelly, i wasn't able to reproduce the issue on our local host as the notifications are sent even when the status is changed in the Dashboard page. So, I've tried to change the status again in the Dashboard while having SMTP settings configured directly in Amelia. While the notification to the customer is sent, it looks like the notification to an employee is missing. For example, my test customer is registered under [email protected]. 

The default appointment status is set to pending, as per the screenshot 

If I change the status to approved on the Dashboard page. Is this the case on your side? 

An email to the customer is sent, however, an email to an employee is missing.