E-mails are not sent or do not arrive

Order confirmations, password recovery and registration e-mails go through templates, the message queue and an SMTP account. Check them in this order - each step tells you which part fails.

Step by step

1. Is the message in the queue? Open System → Queued emails and search for the recipient. If it is not there, the e-mail was never created: the message template is inactive, limited to another store, or the event did not happen (for example an order placed by a guest with no e-mail).
2. Was it sent? If Sent on is empty, open the message: Sent attempts and the error text tell you why. Typical errors are wrong SMTP host, port or credentials, or TLS settings that do not match the server.
3. Does the task run? System → Maintenance → Schedule tasks: Send emails must be enabled, and its last success date should be recent. On a web farm, check the machine name it is restricted to.
4. Does the account work? Open the e-mail account under Configuration → Email accounts and use Send Test Email.
5. Sent, but not received? Look in the spam folder. Make sure the sender address is on your own domain and that the domain has SPF, DKIM and DMARC records for the mail service you use.

Customers cannot finish registration

With the registration method Email validation, accounts stay inactive until the activation link is clicked. If e-mail does not work, nobody can register - fix e-mail first, or switch temporarily to Standard.

Related

• The message queue
• Message templates and e-mail accounts