New Order Emails Stopped Working

  • Resolved ianjreadwordpress

    (@ianjreadwordpress)


    1 week, 2 days ago

    hi guys, the site has been working fine for a year then the emails for new orders stopped working, the hosting company changed from TSL to SSL last night, we had two test emails come through and one order then they stopped again although there was another five orders come through over night but no notifications emails, any help would be very much appreciated! Thanks

    System Status Report

    ### WordPress Environment ###

    WordPress address (URL): [Redacted]
    Site address (URL): [Redacted]
    WC Version: 10.3.5
    Legacy REST API Package Version: The Legacy REST API plugin is not installed on this site.
    Action Scheduler Version: ✔ 3.9.3
    Log Directory Writable: ✔
    WP Version: 6.8.3
    WP Multisite: –
    WP Memory Limit: 256 MB
    WP Debug Mode: –
    WP Cron: ✔
    Language: en_GB
    External object cache: –

    ### Server Environment ###

    Server Info: Apache
    Server Architecture: Linux 5.14.0-570.52.1.el9_6.x86_64 x86_64
    PHP Version: 8.4.14
    PHP Post Max Size: 128 MB
    PHP Time Limit: 300
    PHP Max Input Vars: 2500
    cURL Version: 8.1.2
    OpenSSL/1.1.1t-fips

    SUHOSIN Installed: –
    MySQL Version: 10.6.18-MariaDB-log
    Max Upload Size: 128 MB
    Default Timezone is UTC: ✔
    fsockopen/cURL: ✔
    SoapClient: ✔
    DOMDocument: ✔
    GZip: ✔
    Multibyte String: ✔
    Remote Post: ✔
    Remote Get: ✔

    ### Database ###

    [REDACTED]

    ### Post Type Counts ###

    attachment: 90
    custom_css: 1
    nav_menu_item: 12
    page: 8
    post: 3
    product: 59
    revision: 112
    seedprod: 1
    shop_coupon: 1
    shop_order_placehold: 520
    spectra-popup: 1
    wp_font_face: 33
    wp_font_family: 12
    wp_global_styles: 2
    wp_navigation: 1
    wpcf7_contact_form: 1
    wpcode: 3
    wpforms: 1

    ### Security ###

    Secure connection (HTTPS): ✔
    Hide errors from visitors: ✔

    ### Active Plugins (18) ###

    All in One SEO: by All in One SEO Team – 4.9.0
    Starter Templates: by Brainstorm Force – 4.4.42
    Checkout Plugins - Stripe for WooCommerce: by Checkout Plugins – 1.11.2
    Contact Form 7: by Rock Lobster Inc. – 6.1.3
    CookieYes | GDPR Cookie Consent: by CookieYes – 3.3.6
    OptiMonk: Popups, Personalization & A/B Testing: by OptiMonk – 2.1.2
    Google Analytics for WordPress by MonsterInsights: by MonsterInsights – 9.9.0
    WPCode Lite: by WPCode – 2.3.1
    NitroPack: by NitroPack Inc. – 1.18.7
    Plugin Detective - Troubleshooting: by NSquared – 1.2.28
    Really Simple Security: by Really Simple Security – 9.5.3.1
    Spectra: by Brainstorm Force – 2.19.16
    UserFeedback Lite: by UserFeedback Team – 1.9.0
    WooPayments: by WooCommerce – 10.2.0
    WooCommerce PayPal Payments: by PayPal – 3.3.0
    WooCommerce: by Automattic – 10.3.5
    WP Mail SMTP: by WP Mail SMTP – 4.6.0
    WPForms Lite: by WPForms – 1.9.8.4

    ### Inactive Plugins (5) ###

    Autoptimize: by Frank Goossens (futtta) – 3.1.13
    Broken Link Checker by AIOSEO: by All in One SEO Team – 1.2.6
    Coming Soon Page, Maintenance Mode, Landing Pages & WordPress Website Builder by SeedProd: by SeedProd – 6.19.4
    OptinMonster: by OptinMonster Popup Builder Team – 2.16.21
    Rearrange Woocommerce Products: by Aslam Doctor – 4.3.3

    ### Dropin Plugins () ###

    advanced-cache.php: advanced-cache.php

    ### Must Use Plugins (1) ###

    StackCache: by Stack CP –

    ### Settings ###

    Legacy API Enabled: –
    Force SSL: –
    Currency: GBP (£)
    Currency Position: left
    Thousand Separator: ,
    Decimal Separator: .
    Number of Decimals: 2
    Taxonomies: Product Types: external (external)
    grouped (grouped)
    simple (simple)
    variable (variable)

    Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
    exclude-from-search (exclude-from-search)
    featured (featured)
    outofstock (outofstock)
    rated-1 (rated-1)
    rated-2 (rated-2)
    rated-3 (rated-3)
    rated-4 (rated-4)
    rated-5 (rated-5)

    Connected to WooCommerce.com: –
    Enforce Approved Product Download Directories: ✔
    HPOS feature enabled: ✔
    Order datastore: Automattic\WooCommerce\Internal\DataStores\Orders\OrdersTableDataStore
    HPOS data sync enabled: –
    Enabled Features: analytics
    marketplace
    order_attribution
    site_visibility_badge
    remote_logging
    email_improvements
    blueprint
    point_of_sale
    custom_order_tables


    ### Logging ###

    Enabled: ✔
    Handler: Automattic\WooCommerce\Internal\Admin\Logging\LogHandlerFileV2
    Retention period: 30 days
    Level threshold: –
    Log directory size: 11 KB

    ### WC Pages ###

    Shop base: #977 - /shop/
    Basket: #978 - /cart/ -  Contains the [woocommerce_cart] shortcode
    Checkout: #979 - /checkout/ -  Contains the [woocommerce_checkout] shortcode
    My account: #980 - /my-account/ -  Contains the [woocommerce_my_account] shortcode
    Terms and conditions: ❌ Page not set

    ### Theme ###

    Name: Astra
    Version: 4.11.12 (update to version 4.11.15 is available)
    Author URL: https://wpastra.com/about/?utm_source=theme_preview&utm_medium=author_link&utm_campaign=astra_theme
    Child Theme: ❌ – If you are modifying WooCommerce on a parent theme that you did not build
    personally we recommend using a child theme. See: How to create a child theme

    Theme type: Classic theme
    WooCommerce Support: ✔

    ### Templates ###

    Overrides: –

    ### WooPayments ###

    Version: 10.2.0
    Connected to WPCOM: Yes
    WPCOM Blog ID: 234157427
    Account ID: acct_1PRuRDCDQWcyHvny
    Payment Gateway: Enabled
    Test Mode: Disabled
    Enabled APMs: card
    WooPay: Not eligible
    Apple Pay / Google Pay: Enabled (product,cart,checkout)
    Fraud Protection Level: basic
    Multi-currency: Enabled
    Auth and Capture: Disabled
    Documents: Enabled
    Logging: Disabled

    ### WooCommerce PayPal Payments ###

    Onboarded: ✔
    Branded only: –
    New UI active: –
    Shop country code: GB
    WooCommerce currency supported: ✔
    Advanced Card Processing available in country: ✔
    Pay Later messaging available in country: ✔
    Webhook status: ✔
    PayPal Vault enabled: –
    ACDC Vault enabled: –
    Logging enabled: –
    Reference Transactions: ✔
    Used PayPal Checkout plugin: –
    Subscriptions Mode: Disabled
    PayPal Shipping Callback: –
    Apple Pay: –
    Google Pay: –
    Fastlane: –

    ### Admin ###

    Enabled Features: activity-panels
    analytics
    product-block-editor
    coupons
    core-profiler
    customize-store
    customer-effort-score-tracks
    import-products-task
    experimental-fashion-sample-products
    shipping-smart-defaults
    shipping-setting-tour
    homescreen
    marketing
    mobile-app-banner
    onboarding
    onboarding-tasks
    pattern-toolkit-full-composability
    product-custom-fields
    remote-inbox-notifications
    remote-free-extensions
    payment-gateway-suggestions
    printful
    shipping-label-banner
    subscriptions
    store-alerts
    transient-notices
    woo-mobile-welcome
    wc-pay-promotion
    wc-pay-welcome-page
    launch-your-store

    Disabled Features: product-data-views
    experimental-blocks
    experimental-iapi-mini-cart
    experimental-iapi-runtime
    coming-soon-newsletter-template
    minified-js
    product-pre-publish-modal
    settings
    async-product-editor-category-field
    product-editor-template-system
    use-wp-horizon
    rest-api-v4

    Daily Cron: ✔ Next scheduled: 2025-11-15 12:57:47 +00:00
    Options: ✔
    Notes: 124
    Onboarding: completed

    ### Action Scheduler ###

    Canceled: 14
    Oldest: 2025-10-16 21:02:57 +0100
    Newest: 2025-11-15 08:53:28 +0000

    Complete: 1,453
    Oldest: 2025-10-15 12:06:02 +0100
    Newest: 2025-11-15 09:26:05 +0000

    Failed: 14
    Oldest: 2024-06-20 13:59:33 +0100
    Newest: 2025-10-06 16:05:00 +0100

    Pending: 30
    Oldest: 2025-11-15 09:29:45 +0000
    Newest: 2025-11-29 14:38:03 +0000


    ### Status report information ###

    Generated at: 2025-11-15 09:29:34 +00:00

    The page I need help with: [log in to see the link]

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support Sai (woo-hc)

    (@saivutukuru)

    1 week, 2 days ago

    Hi @ianjreadwordpress,

    Thanks for sharing the details and the system status report. I know how frustrating email issues can be, and I’m happy to help clarify what’s happening.

    WooCommerce is responsible for triggering order emails, but the actual sending and delivery are handled entirely by your site’s mail configuration. Since you’re using WP Mail SMTP, that plugin (along with your hosting provider’s email settings) controls how emails are sent.

    Because your host recently switched from TLS to SSL and the issue started around the same time, this strongly suggests the problem is with the SMTP/mail server configuration rather than WooCommerce itself.

    Here are a couple of quick checks you can try:

    1. Send a test email in WP Mail SMTP → Tools → Email Test
      This will confirm whether your SMTP setup can send emails at all.
    2. Check with your hosting provider whether your SMTP settings (port, encryption type, username/password) need to be updated after their TLS-to-SSL change.

    If the test email fails, your host should be able to help adjust the correct mail settings.

    If you notice that WooCommerce isn’t triggering the email for a specific order status, feel free to share that order’s status, and we can look into that part from our side.

    Let me know how the test goes, and I’ll be happy to guide you further!

    Thread Starter ianjreadwordpress

    (@ianjreadwordpress)

    1 week, 2 days ago

    thanks very much, I’ve realised what the problem is now, we changed the password for the mailbox and didn’t change the password in the smtp plugin, have spent test emails and the order emails are coming in as well, so thanks again for your help

    Plugin Support shahzeen(woo-hc)

    (@shahzeenfarooq)

    1 week, 2 days ago

    Hi there!

    Thank you for the update! I’m glad to hear you were able to identify the issue and that your emails are now coming through correctly.

    It sounds like everything is working as expected, If you’re happy with the support you received today, would you consider leaving us a quick review? It really helps us out: https://wordpress.org/support/plugin/woocommerce/reviews/#new-post

    Plugin Support Ejay F – a11n

    (@ejayfernandes)

    1 day, 13 hours ago

    Hi there,

    Since we haven’t heard back, I’ll set this to resolved. If anything comes up later, you are welcome to message us anytime.

    As mentioned above, if your experience was positive, we’d be grateful for a quick review using the link provided.

Viewing 4 replies - 1 through 4 (of 4 total)

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