Registration Confirmation Emails Not Sending to Registrant

[clairejones1228]

Our site is completely finished and we are receiving receipts on our side of the payment, but registrants are not receiving an email confirmation. I have set up the confirmation email template under each individual Summit’s page, so I know Salesforce has the information to send. Do you know how to fix this? Thanks!

[CnP.Support]

Good day!

Glad to hear all is moving forward.

Please grant us login access so we can review your account & settings. Once we have a clear idea we will let you know why this is happening.

[clairejones1228]

Thank you for the speedy response! How do I grant you login access?

[CnP.Support]

INFORMATION NEEDED

To help us with upgrading your instance please make sure to:

• Grant "Click & Pledge Support" 1-Week access to your account. [http://cnp.mn/1NvyaT3]
• Include Salesforce Organization ID with the post

[clairejones1228]

Your access has been granted.

Our Salesforce Organization ID is 00DE0000000bAWa.

Thank you!

[CnP.Support]

Good day!

We cloned your event and did a test. The email came through without any issues. Please see below:




Are you sure the email has not gone into SPAM? our tests show no issues.

[clairejones1228]

Wow, that is interesting. I just tried registering again for another one of the events and the cnp test event, but I still didn't receive the email.

[clairejones1228]

I cannot find it in SPAM or junk mail either.

[CnP.Support]

Good day!

Our system shows the emails are sent. I have requested our IT team to send me the log files for the email connections & report. It takes about 24 hours to pull the log files out. We will show you the time and date and server response when we sent it.

May I also suggest that you discuss this with your IT staff to see if your server is deleting the email thinking it is SPAM. We see in our connection logs that the emails have been sent.

I will update this post tomorrow with the detailed log files.

[clairejones1228]

Ok, thanks. We have also used AOL, gmail, and yahoo accounts and have checked their SPAM files. They are still not coming through.

[clairejones1228]

Alright, I was able to individually send and finally receive the emails when I clicked on each registrant. The setting is set to send immediately. Do you know why it is only sending when I go into each individual registrant?

[Marger]

clairejones1228, were you able to receive a response to your last question? I am only in test mode but don't want to make this active until I can get the response emails working. Were you able to get it to work?
Thanks for any help!

[CnP.Support]

Good day!

The issue was with FREE registrations and it was not set. The email works without any issues as all tests show with external emails, e.g. gmail.com, live.com, yahoo.com, to work and delivered.

Have you had any issues with your emails?