Hi,
We're having issues with the "New order" notification not sending to our requested emails. We tried adding 2 emails to the recipient field in the email notification settings: [email protected],[email protected]
(I'm using sample addresses instead of the real ones for this ticket.)
We first noticed this issue around December 2, and we have since then not gotten any new customer order emails. (We have however, gotten failed order notifications.) After talking to our host, we noticed the culprit was having multiple email notifications set—so in this case, adding "[email protected]" was screwing up the new order notifications. (Whereas the failed order notifications was only going to [email protected].)
We never had this issue before, so we don't know what caused it (a new update maybe?). We already tried installing a SMTP plugin—which was confirmed as working successfully by our host—but it's still having issues. We've done 4 tests total:
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(1) Placing a test order with [email protected],[email protected] as the recipients…WITH the SMTP plugin activated——Email notification did NOT come through.
(2) Placing a test order with [email protected],[email protected] as the recipients…WITHOUT the SMTP plugin activated (deactivated)——Email notification did NOT come through.
(3) Placing a test order with [email protected] as the recipient only…WITH the SMTP plugin activated——Email notification DID come through.
(4) Placing a test order with [email protected] as the recipient only…WITHOUT the SMTP plugin activated (deactivated)——Email notification DID come through.
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For right now we've removed "[email protected]" and just have the notifications sending to "[email protected]" only, but we would still like to add this second email as another recipient. How can we fix this issue? Thanks.
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To check it further, Could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. Once you’ve done that, paste it here in your response.
For right now we’ve removed “[email protected]” and just have the notifications sending to “[email protected]” only, but we would still like to add this second email as another recipient. How can we fix this issue? Thanks.
I understand that you are unable to have multiple recipients in the New Order Email, is that correct?
I replicated the scenario on my personal site, however, I was unable to reproduce the issue here as seen in the image below:
Can you please try to switch to the default Storefront theme and only WooCommerce plugin is enabled and see if this works?
If so, then this kind of problem is usually caused by your theme or a third-party plugin present on your site. We can run a conflict test to verify this. I’d recommend cloning your site to a staging environment and performing the tests described on this guide without modifying your live site or impacting customers. Many hosts provide staging facilities, so it’s worth checking in with them. It’s also possible to do it using the free WP Staging plugin.
If this was caused by a third-party plugin present on your site, it would be best to reach out to the developers for further assistance here.
If this did not resolve the issue, please provide the fatal error logs (if any) under WooCommerce > Status > Logs.
