We are not getting internal receipt notifications in March

[Kate]

C&P Account #'s 17481, 17480 and 26953. I suspect we have the same issue for accounts 17483, 17484, 17479, and 17482, but I have not run test transactions on these accounts.

I ran small transactions for $5 on account 26953 and 17480, and I didn't get either a patron or an internal notification. We haven't changed any settings. I did look at the settings, and they appear to be okay. Please advise. Thanks!

[CnP.Support.AM]

Good day @Kate

I am wondering if our receipts are being blocked or ending up in a spam folder? Please check email/spam/junk/ folder for the Receipt and also ask your IT staff to see if your server is deleting the email thinking it is SPAM.

However, if you please share both of the order numbers of your test transactions so that we can review it.

Looking forward to hearing back from you.

[Kate]

Nothing is in spam. I globally whitelisted clickandpledge.com and clickandpledge.cc I just did another transaction, and received neither the patron nor internal notification receipt.

Account #17480

Transaction Result: Transaction processed successfully

Order Number: 17480-1903060803277841994

Gateway Transaction Number: 1469684648

Authorization Code: 006275

When I go into the transaction and manually send a receipt, we get it. It's just the automatic ones we are not receiving.

[CnP.Support.AM]

@Kate

I have requested our IT team to check the log files for the email and notification. It takes about 24 hours to pull the log files out. We will get back you until then.

[CnP.Support.AM]

Good day @Kate

Our IT team has been reviewed and found out the issue. They said, your email server was refusing to accept receipt emails for some time over the last few days. We have communicated with your email vendor: cloudmark, and resolved the issue. You should receive receipt emails now.

[Kate]

Thank you!

[[email protected]]

A similar thing is happening for a client. They are using receipts only to send internal emails to staff. These emails have worked fine for a long time but as of 1/27/2020 staff is no longer seeing those internal receipts. their spam folder is empty. The C&P Account is 32905. Thanks

[CnP.Support.AM]

Good day @[email protected]

We have fixed the issue. Moving forward they will receive the notification emails.

Please let us know if we can be of any further assistance.