Unsent General Emails

Problem

The system is not successfully sending general emails, like client sign-up or order confirmations.

Cause

This issue is usually due to a misconfiguration.

Troubleshooting

To begin troubleshooting this issue:

  1. Check whether you have disabled the affected email template at Configuration () > System Settings > Email Templates.
  2. Check for custom action hooks that could prevent email from sending in the /includes/hooks and /modules/addons directories.
  3. Check whether you can send the emails manually.

If the above steps don’t resolve the issue:

  1. Check whether any email appears in the Email Message Log at Configuration () > System Logs.
  2. Check whether an error occurs at the time of email sending in the Activity Log at Configuration () > System Logs.

No CC or BCC

The system won’t CC or BCC some email templates:

  • Password Reset Validation
  • Password Reset Confirmation
  • Automated Password Reset

No Error in Email Message Log

There are many email templates for which the Email Message Log doesn’t record messages, in order to protect the sensitive data they contain:

  • Automated Password Reset
  • Client Email Address Verification
  • Password Reset Validation

No Error in Activity Log

If a message exists in the Email Message Log and there are no errors in the Activity Log, the message likely left WHMCS without any errors from your mail server. This indicates that the problem is email delivery for the recipient and not sending in WHMCS.

Contact your mail server administrator to investigate.

Last modified: May 28, 2024