No email notifications today?

[SEFAA]

We had a $100 payment today through our Organization Membership form in the legacy portal (Order #1804050949485482355). The payment shows up in Connect and in SalesForce and the customer got a receipt, but we did not receive any email notifications even though we should have received them at [email protected]; [email protected], and [email protected]. We've all checked our inboxes and spam folders and found nothing.

We had a similar membership payment come in on March 27th and all the notification emails came through just fine. No one has changed any settings, so what's up?

Suzi

[CnP.Support.AM]

Good day @SEFAA

When the transaction processed through the legacy portal then the Connect settings for the receipt will be overridden. In the legacy portal you have set to send the receipt notification for [email protected] under Checkout page >> Notification and two other email listed under Account Info >> Receipt / Email Notification: [email protected],info...alli ance.org so these three emails should receive the notification email.

I have forwarded this our technical team to investigate the issue. We will get back to your shortly.

[SEFAA]

You're right and we did get all 3 email notifications for the March 27th payment but 0 for the 4/5 pymt. Thanks for checking into this for us.

[CnP.Support.AM]

Good day @SEFAA

Our technical team has been investigated the issue and concluded that the issue is with your email service provider. Our logs show that it has been sent but upon investigation with Sendgrid, they said it was the receipient's server delaying transmission. Your email server may be non working (not receiving email) during that time period.

You will need to contact your email service provider to find out whats going on.

[SEFAA]

Thank you for looking into this for me. I really appreciate knowing that the problem was email related. I did have issues with Google not forwarding email that same day. Most emails eventually came through 12 or more hours later. The C&P receipt did not, but I was able to easily generate a copy of the receipt from Connect. It's nice that it was only a Google issue and not a Google plus a C&P issue.