If you are not getting the emails from the cart after customers place orders you can use the steps below to help troubleshoot why you are not getting these emails.

Applies to Version(s): 3.8.X - Current

Complexity Level: Intermediate

In this article you will learn

Basic steps for making sure the Cart is Setup correctly for getting emails

What if only some of my admins get the emails and I do not.

How to interpet Bounceback Messages

What is an SPF Record

Confirm Your Email Receipt Settings

Below are a few things to check in the carts settings before you proceed.

1. Make sure your admin user is setup with the correct email address where you wish to receive order notifications. If this is a secondary account that you have given the user sufficient privileges to view orders in the admin area. You can read more on the admin profiles and how to set them up etc form the kb in the url below.

  1. To do this first Log in to your dashboard & select Settings > Advanced Settings > Administrators.

  2. Current administrators will be listed here, to add additional users select Add Administrator.

  3. Finalize the setup by filling out all required fields and desired options then click Save to send the request by email to the specified user.

2.  If everything above it all correct and you still do not get the emails from the cart, make sure in the store settings, as seen in the kb below that you are not using an @hotmail.com @gmail.com @aol.com or @yahoo.com address as this is the email address the emails are coming from and these 4 providers require the use of smtp to send on behalf of them rather then the php mail setting the cart uses.

To do this first Log in to your dashboard & select Settings > Advanced Settings > Store Settings.

Than once here you will adjust the Notification Email, Support Email as directed above.


3. If you are still not seeing the emails come in, try putting in a different email address in your admin profile or in the store settings, and if that does not work, try doing the steps in the section about "Specific email(s) are never received." below.

4.  If this is all correctly set and the emails are still not coming in, be sure to check your junk or spam folder at your email provider as well as check the email account that is in the store settings for any bouncebacks.  If you are getting bouncebacks please refer to the bounceback section below to help you interpret what is happening their.

What if only some of my admins get the emails and I do not.

Check your Spam folder. If you haven't subscribed to your Spam folder locally, you can check in webmail if your email provider provides such an interface.
Check with the original sender to see if they received a bounceback. If so, take a look at the Email troubleshooting - bouncebacks section below.

How to interpret Bounceback Messages

If you were attempting to send to a third-party mail server, and received a bounceback from them, please do the following:

Read the bounceback. Often it will state exactly why the email was blocked. Some common reasons:

  • Sending server's poor reputation: This means that your mail server here is on the recipient's block list.
  • Recipient does not exist: This means your target email address no longer exists. Check your spelling, if you've been able to send to this person before.
  • If the bounceback message is easy to interpret, correct the issue that it mentions.
  • Eliminate possible spam coming from your server, then contact the RBL (realtime blacklist) that is mentioned in the bounceback to get your IP address removed.
  • If the bounceback seems difficult to interpret, it's possible that you may have been blocked because of "spam-like" characteristics in the message. There may be a line in the bounceback that starts with X-Spam Status which can give you more information.
  • If the elements in that line are unfamiliar, try searching for them, or contacting the third-party spam filter that your recipient uses for further clarification.

If you're still not sure what the bounceback means, feel free to submit a support request and include the text from the bounceback.

What is an SPF Record

Sender Policy Framework (SPF) is a method of fighting spam. As more time passes, this protocol will be used as one of the standard methods of fighting spam on the Internet. An SPF record is a TXT record that is part of a domain's DNS zone file. The TXT record specifies a list of authorized host names/IP addresses that mail can originate from for a given domain name. Once this entry is placed within the DNS zone, no further configuration is necessary to take advantage of servers that incorporate SPF checking into their anti-spam systems. This SPF record is added the same way as a regular A, MX, or CNAME record.

The authoritative source for this information can be found here: http://www.openspf.net/SPF_Record_Syntax.

You can also use this wizard here to help create this spf record.


Links to Related Articles.

None at this time.

If you didn't get your question answered, please contact the Pinnacle Cart Support Team. To submit a ticket, go to the My Account drop-down menu at the top right of the admin area and select Support