Missing Payment Reminders

Problem

You may encounter a problem in which the system does not send payment reminder emails.

In some cases, the system did not send a payment reminder because it did not generate an invoice. If the invoice is also missing, see Missing Service Invoices and Missing Domain Renewal Invoices.

Cause

This issue may be due to your reminder settings or a missing email template. If none of these are the problem, the issue may be due to an issue with the system cron’s daily run.

Troubleshooting

To troubleshoot this issue, check your reminder settings and your email templates. If none of these are the problem, check whether the system cron is running successfully each day.

Overdue Notice Setting

To check whether the problem is due to the client’s reminder settings:

  1. Go to the Profile tab in the client’s profile.
  2. Find Overdue Notices.

If Overdue Notices is not checked, the system will not send overdue notices to the client.

Solution

Select Overdue Notices and save the changes.

Missing Email Templates

To check whether the problem is due to missing email templates:

  1. Go to Configuration () > System Settings > Email Templates.
  2. Check to ensure that the Invoice Created and Overdue Notice templates appear in the list.

If either of these templates do not appear, the system will be unable to send that email.

Solution

Restore the missing email templates.

Daily Automation Cron Issue

The daily cron job handles invoice generation, payment reminders, and account suspensions and terminations according to your automation settings. If some of these do not occur, the cron job may not be running successfully.

Review Configuration () > System Logs and make sure that you see a number of entries beginning with Cron Job each day. The final entry every day should be Cron Job: Completed.

For more information and troubleshooting steps, see Check the Cron Job Status and Troubleshoot the System Cron.

Last modified: May 29, 2024