[Skip to main content](#vessel-content) # Customer not receiving emails ## - **[ctran](/forum/user/43424-ctran "View ctran's Profile")** - [![ctran's Avatar](https://www.hikashop.com/media/kunena/core/svg/person.svg)](/forum/user/43424-ctran "View ctran's Profile") Topic Author - [ Offline](/forum/user/43424-ctran) Less More - Posts: 8 - Thank you received: 0 - - 10 years 3 months ago [\#244698](#244698) by [ctran](/forum/user/43424-ctran "View ctran's Profile") *[Customer not receiving emails](/forum/33-customers/885407-customer-not-receiving-emails#244698 "-- HikaShop version -- : 2.6.3 -- Joomla version -- : 3 -- PHP version -- : 5.5 -- Browser(s) name and version -- : chrome Everything worked fine until last week, when customers and admin stop receiving notification email when an order is created. I used to use gmail account for the admin email to send and receive email from customers Then when the problem occured, I contacted web hoster, and changed the email configuration in joomla (smtp) and in hikashop using --> test email is now working on --> info@sushimaison is receiving order notification email BUT NOT the CUSTOMERS !!!! --> email history on hikashop said that all email has been sent (every time an order is created , hikashop send one email to admin and one email ) according to email history everything should be fine, however admin and customers stop receiving emails last week, and since a re-configured it, now only admin can receive the email but hikashop email history said it has sent email to customers too but the customer never receive it ( tested it myself as well ) What can i do about it ? any tips ? plugins are all enabled, published, everthing should be working well, i don't understand why customer are not receiving notification ?? Thank you")* was created by *[ctran](/forum/user/43424-ctran "View ctran's Profile")* -- HikaShop version -- : 2.6.3 -- Joomla version -- : 3 -- PHP version -- : 5.5 -- Browser(s) name and version -- : chrome Everything worked fine until last week, when customers and admin stop receiving notification email when an order is created. I used to use gmail account for the admin email to send and receive email from customers (sushimaison.be@gmail.com) Then when the problem occured, I contacted web hoster, and changed the email configuration in joomla (smtp) and in hikashop using info@sushimaison.be --> test email is now working on info@sushimaison.be --> info@sushimaison is receiving order notification email BUT NOT the CUSTOMERS !!!! --> email history on hikashop said that all email has been sent (every time an order is created , hikashop send one email to admin and one email ) according to email history everything should be fine, however admin and customers stop receiving emails last week, and since a re-configured it, now only admin can receive the email but hikashop email history said it has sent email to customers too but the customer never receive it ( tested it myself as well ) What can i do about it ? any tips ? plugins are all enabled, published, everthing should be working well, i don't understand why customer are not receiving notification ?? Thank you Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtLzMzLWN1c3RvbWVycy84ODU0MDctY3VzdG9tZXItbm90LXJlY2VpdmluZy1lbWFpbHM/dG1wbD1tYXJrZG93bg==) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[ctran](/forum/user/43424-ctran "View ctran's Profile")** - [![ctran's Avatar](https://www.hikashop.com/media/kunena/core/svg/person.svg)](/forum/user/43424-ctran "View ctran's Profile") Topic Author - [ Offline](/forum/user/43424-ctran) Less More - Posts: 8 - Thank you received: 0 - - 10 years 3 months ago [\#244715](#244715) by [ctran](/forum/user/43424-ctran "View ctran's Profile") Replied by *[ctran](/forum/user/43424-ctran "View ctran's Profile")* on topic *[Customer not receiving emails](/forum/33-customers/885407-customer-not-receiving-emails#244715 "-- HikaShop version -- : 2.6.3 -- Joomla version -- : 3 -- PHP version -- : 5.5 -- Browser(s) name and version -- : chrome Everything worked fine until last week, when customers and admin stop receiving notification email when an order is created. I used to use gmail account for the admin email to send and receive email from customers Then when the problem occured, I contacted web hoster, and changed the email configuration in joomla (smtp) and in hikashop using --> test email is now working on --> info@sushimaison is receiving order notification email BUT NOT the CUSTOMERS !!!! --> email history on hikashop said that all email has been sent (every time an order is created , hikashop send one email to admin and one email ) according to email history everything should be fine, however admin and customers stop receiving emails last week, and since a re-configured it, now only admin can receive the email but hikashop email history said it has sent email to customers too but the customer never receive it ( tested it myself as well ) What can i do about it ? any tips ? plugins are all enabled, published, everthing should be working well, i don't understand why customer are not receiving notification ?? Thank you")* here is some screenshot of the configuration and email history, !!! new and regular customers dont receive any emails .. new customers cannot register and old customer do not receive notification email and are calling to check if we received the order or just don't come to pick up the order.... Please help me :dry: Thank you - [ ![Capture_dcran_2016-07-03_21_00_06.png](/forum/attachment/32471) ](/forum/attachment/32471 "...3_21_00_06.png") [ ](/forum/attachment/32471?download=1 "...3_21_00_06.png") - [ ![Capture_dcran_2016-07-03_20_59_35.png](/forum/attachment/32472) ](/forum/attachment/32472 "...3_20_59_35.png") [ ](/forum/attachment/32472?download=1 "...3_20_59_35.png") Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtLzMzLWN1c3RvbWVycy84ODU0MDctY3VzdG9tZXItbm90LXJlY2VpdmluZy1lbWFpbHM/dG1wbD1tYXJrZG93bg==) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[ctran](/forum/user/43424-ctran "View ctran's Profile")** - [![ctran's Avatar](https://www.hikashop.com/media/kunena/core/svg/person.svg)](/forum/user/43424-ctran "View ctran's Profile") Topic Author - [ Offline](/forum/user/43424-ctran) Less More - Posts: 8 - Thank you received: 0 - - 10 years 3 months ago [\#244722](#244722) by [ctran](/forum/user/43424-ctran "View ctran's Profile") Replied by *[ctran](/forum/user/43424-ctran "View ctran's Profile")* on topic *[Customer not receiving emails](/forum/33-customers/885407-customer-not-receiving-emails#244722 "-- HikaShop version -- : 2.6.3 -- Joomla version -- : 3 -- PHP version -- : 5.5 -- Browser(s) name and version -- : chrome Everything worked fine until last week, when customers and admin stop receiving notification email when an order is created. I used to use gmail account for the admin email to send and receive email from customers Then when the problem occured, I contacted web hoster, and changed the email configuration in joomla (smtp) and in hikashop using --> test email is now working on --> info@sushimaison is receiving order notification email BUT NOT the CUSTOMERS !!!! --> email history on hikashop said that all email has been sent (every time an order is created , hikashop send one email to admin and one email ) according to email history everything should be fine, however admin and customers stop receiving emails last week, and since a re-configured it, now only admin can receive the email but hikashop email history said it has sent email to customers too but the customer never receive it ( tested it myself as well ) What can i do about it ? any tips ? plugins are all enabled, published, everthing should be working well, i don't understand why customer are not receiving notification ?? Thank you")* Please help I have 7-8 orders a day via the website and this is critical, Problem number 1 new users don't receive emails and when i look up system < users < i see that they are block and don't receive email from the system and therefore cannot activate their account and place order in joomla setting , registration is allowed, ... what do i need to configure for the new users to be able to receive email (see screenshot) it worked fine until a few days ago.... Problem number 2 User that log in and place order no dot receive emails or not simultaneously.. ( i tested it yesterday and recevied the notifiication email a day and half later) altough the order has been received correctly on hikashop dashboard Please help, Please help, Thank you in advance ! - [ ![Capture_dcran_2016-07-04_00_17_05.png](/forum/attachment/32473) ](/forum/attachment/32473 "...4_00_17_05.png") [ ](/forum/attachment/32473?download=1 "...4_00_17_05.png") Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtLzMzLWN1c3RvbWVycy84ODU0MDctY3VzdG9tZXItbm90LXJlY2VpdmluZy1lbWFpbHM/dG1wbD1tYXJrZG93bg==) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[nicolas](/forum/user/63-nicolas "View nicolas's Profile")** - [![nicolas's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar63.png)](/forum/user/63-nicolas "View nicolas's Profile") - [ Offline](/forum/user/63-nicolas) Less More - Posts: 86289 - Thank you received: 14265 - - 10 years 3 months ago - 10 years 3 months ago [\#244711](#244711) by [nicolas](/forum/user/63-nicolas "View nicolas's Profile") Replied by *[nicolas](/forum/user/63-nicolas "View nicolas's Profile")* on topic *[Customer not receiving emails](/forum/33-customers/885407-customer-not-receiving-emails#244711 "-- HikaShop version -- : 2.6.3 -- Joomla version -- : 3 -- PHP version -- : 5.5 -- Browser(s) name and version -- : chrome Everything worked fine until last week, when customers and admin stop receiving notification email when an order is created. I used to use gmail account for the admin email to send and receive email from customers Then when the problem occured, I contacted web hoster, and changed the email configuration in joomla (smtp) and in hikashop using --> test email is now working on --> info@sushimaison is receiving order notification email BUT NOT the CUSTOMERS !!!! --> email history on hikashop said that all email has been sent (every time an order is created , hikashop send one email to admin and one email ) according to email history everything should be fine, however admin and customers stop receiving emails last week, and since a re-configured it, now only admin can receive the email but hikashop email history said it has sent email to customers too but the customer never receive it ( tested it myself as well ) What can i do about it ? any tips ? plugins are all enabled, published, everthing should be working well, i don't understand why customer are not receiving notification ?? Thank you")* Hi, If HikaShop says that the emails have been sent, then the emails have been sent. If your customers don't receive it, either: - the emails go to their spam folder. You can check that easily but doing a test order with another email address and check its spam folder. - your email server has been flagged as a spammer and the emails are rejected automatically. I would recommend to check the emails with [ www.mail-tester.com/](https://www.mail-tester.com/) - your email server doesn't send the emails even though it is accepting them from Joomla/HikaShop. In that case, you need check with your hosting company. Maybe they blocked your account for HTML emails or some other method because of a spamming issue or some other reason. The best is to give them a screenshot of an email of the email history that HikaShop says has been sent and ask them what they can find in the email server log for that email because you didn't receive it. And if the email is received with a delay, that's also something you need to check with your hosting company. If you check the date of the email in the Email history of HikaShop, you'll see the date at which HikaShop sent the email to your hosting email server. As you'll see, it is instantaneous. So if you get a delay, it has to be between your hosting email server and the recipient email server. Last edit: 10 years 3 months ago by [nicolas](/forum/user/63-nicolas "View nicolas's Profile"). Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtLzMzLWN1c3RvbWVycy84ODU0MDctY3VzdG9tZXItbm90LXJlY2VpdmluZy1lbWFpbHM/dG1wbD1tYXJrZG93bg==) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. 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