Custom Registration emails not being sent for discounted registration

[CnP.Support.SW]

Mark Stark
I have been gathering information on the registration transaction on 7/26 @ 5:44 pm EDT (2:44pm PDT) . I show all emails (6, including the customer) for that transaction were delivered. Unfortunately, while the email may have been delivered to your provider, it may not have been sent to your mailbox.

I am emailing you a detailed log file that can be used to track down the disposition of the emails with your provider. The key fields for each email are the time of delivery, the "From", the "To" and the "Message-ID"

Your latest message leads me to believe that the issue is that, because you have an internal email address as the "FROM", that your service provider is rejecting the emails as "spoofs". This means the mail server is seeing emails saying they are from your domain but sent by someone else. The best thing you can do to deal with that is one (or more) of the following:
A- change the "From" and "Receipt reply-to" addresses to [email protected]
B- whitelist the IPs that we use when sending receipt emails: 184.173.105.205 ; 208.117.50.171 ; 74.63.247.110 ; 50.31.44.75 ; 192.254.123.144 ; 192.254.126.246
...for your customers you should also add the following string in the SPF text record for your domain to reduce receipts being rejected as spam.

include:_custspf.clickandpledge.cc

Please test again once changes have been made and let us know if you have any further issues.

[Mark Stark]

My server is not blocking the regular receipt emails from Click & Pledge (we got those). Also, when I set up the emails in early July, I received those. I've never had C&P emails blocked - I've been using it in two orgs for a number of years.

[CnP.Support]

Mark Stark

Our team is looking into the log files and will provide you with detailed log information. We need to figure out where in the chain the disconnect is happening.

Please hang in there and we will update this post once our team has reviewed the server log files and communication logs with your email server.

[CnP.Support.AM]

It looks like your email service provider might be blocking our emails. You may want to check with your email service provider to see if they are blocking/blacklisted our emails?

[Mark Stark]

I have 3 individuals copied on the emails, none of them received it either. This did work correctly in early July, but is not working now. I resent the email, the log shows it sent, but no one received it.

[Mark Stark]

I know the log says it was sent, but neither the registrant or I recieved the email.

[CnP.Support.AM]

Good day @Mark Stark

We reviewed and noticed that the logs show that the email was sent. Please see:



It looks like you have manually sent the Registration Email to Chris Weiler on 7/29/2019 though it has been fired on 7/26/2019. For internal receipt copy, please check your spam folders.

[Mark Stark]

We have just started a new event. We tested registration emails in early July and they worked properly for regular payments. We have enabled a discount for sponsors so they can register with no fee. We have received the first registration; they received the regular C&P receipt, but the custom email response did not go out. I have tried to re-send manually, and I am still not receiving a copy of the email. Org ID 00Di0000000eL4T, access has been granted. There is only one active event in our org.