Email Delivery Issues

Troubleshoot email notification problems and ensure customers receive download links.

Emails Not Being Sent

Email Disabled

No emails sending:

Check: Settings → Email Settings → Email Notifications
Status: ☐ Email notifications enabled

Solution: Enable email notifications
☑ Email notifications enabled

Applies to:
• Download notification emails
• Fraud pending emails
• Approval emails
• Expiry warnings

Provider Issues

Email provider not configured:

Settings → Email Settings → Provider

Status: ❌ Not configured

Configure provider:
Option 1 - Postmark (recommended):
1. Sign up: postmarkapp.com
2. Verify sender email
3. Get API token
4. Enter in settings

Option 2 - MailerToGo (SMTP):
1. Get SMTP credentials
2. Enter: Host, Port, User, Pass
3. Test connection

Test: Send test email to yourself

Emails Going to Spam

Spam Folder Issues

Customers not receiving emails:

Common cause: Emails in spam folder

Check spam folder first:
1. Ask customer to check spam/junk
2. Mark as "Not Spam"
3. Add sender to contacts

Why emails go to spam:
• No SPF/DKIM authentication
• "No-reply" sender address
• Spam-trigger words
• Low sender reputation
• No unsubscribe link

Improve Deliverability

Configure email authentication:

1. SPF Record:
   Settings → Email → Authentication → SPF
   Add to DNS: v=spf1 include:spf.postmarkapp.com ~all

2. DKIM Record:
   Settings → Email → Authentication → DKIM
   Add DKIM record to DNS (provided by email provider)

3. DMARC (optional):
   v=DMARC1; p=none; rua=mailto:dmarc@yourshop.com

Result: 95%+ inbox delivery rate

Verify authentication:

Settings → Email → Authentication → Verify

SPF: ✓ Valid
DKIM: ✓ Valid
DMARC: ○ Not configured (optional)

Status: Good deliverability ✓

Email Delays

Slow Email Delivery

Emails arrive hours later:

Expected: Within 1-2 minutes
Actual: 1-4 hours delay

Causes:
1. Email queuing (high volume)
2. Recipient server delays
3. Greylisting (spam protection)
4. Provider issues

Check email logs:
Settings → Email → Logs

Find email:
• Sent: Jan 15, 3:00 PM
• Delivered: Jan 15, 3:02 PM
• Opened: Jan 15, 6:30 PM

If "Sent" time delayed:
• Check email provider status
• Upgrade plan (higher priority)

If "Delivered" delayed:
• Recipient server issue
• Nothing you can do

Incorrect Email Content

Broken Links

Download links not working in email:

Symptom: Click link in email, error page

Causes:
1. Email client breaking long URLs
2. Link truncated in plain text email
3. Security software modifying links

Solutions:
1. Use HTML emails (not plain text):
   Settings → Email → Templates
   Format: HTML (default)

2. Shorten URLs:
   Settings → Advanced → Custom Domain
   Use: downloads.yourshop.com (shorter)

3. Use button instead of plain link:
   Button less likely to break

Missing Variables

Customer name shows {customer_name}:

Error in email: "Hi {customer_name}"
Correct: "Hi John"

Cause: Variable not being replaced

Check template:
Settings → Email → Templates → Download Notification

Variables available:
{customer_first_name} → John
{customer_name} → John Smith
{order_number} → #1045
{product_name} → Complete Course

Fix:
1. Use correct variable syntax
2. Save template
3. Send test email
4. Verify variables replaced

Email Bounces

Hard Bounces

“Email bounced” error:

Hard bounce: Email address doesn't exist

Email logs show:
customer@example.com - Hard bounce
Reason: "550 User unknown"

Solutions (Merchant):
1. Verify customer email in order
2. Contact customer via phone
3. Request correct email
4. Update order email
5. Resend download link

Prevention:
• Email validation at checkout
• Double opt-in
• Send confirmation email immediately

Soft Bounces

Temporary delivery failure:

Soft bounce: Temporary issue

Reasons:
• Mailbox full
• Server temporarily down
• Email too large

Email system:
• Auto-retry: 3 attempts
• Retry schedule: 5 min, 25 min, 125 min
• Final failure: Marked as bounce

Solution:
Wait for auto-retry or resend manually after 24 hours

Multiple Emails Sent

Duplicate Emails

Customer receives 5 copies of same email:

Cause: Multiple triggers

Check:
Settings → Email → Rules

Triggers:
☑ Send on order paid
☑ Send on fraud approval
☐ Send on manual fulfillment (disable if duplicate)

Also check:
• Shopify Flow automations
• Third-party email apps
• Duplicate webhooks

Solution:
1. Review all email triggers
2. Disable duplicates
3. Use Alva email only

Provider-Specific Issues

Postmark

Postmark delivery issues:

Error: "Sender signature not verified"

Fix:
1. Postmark → Sender Signatures
2. Verify email address
3. Click verification link in email
4. Refresh Alva settings

Error: "Monthly limit exceeded"

Fix:
1. Check Postmark plan limits
2. Upgrade plan if needed
3. Or switch to MailerToGo

Monitor:
Postmark → Servers → Activity
Check: Success rate, bounces, spam complaints

MailerToGo

SMTP authentication failed:

Error: "SMTP Error: Could not authenticate"

Check credentials:
Settings → Email → MailerToGo

Host: smtp.mailertogo.net
Port: 587 (or 465 for SSL)
User: [Your username]
Pass: [Your password]
Encryption: TLS (STARTTLS)

Test connection:
[Test SMTP Connection]
Result: ✓ Connected successfully

If fails:
• Verify credentials correct
• Check firewall allows port 587
• Try port 465 with SSL

Gmail-Specific Issues

Gmail Blocking

Emails not reaching Gmail users:

Gmail aggressive spam filtering

Improve Gmail delivery:
1. SPF + DKIM configured (essential)
2. Warm up sender reputation:
   - Start with low volume
   - Gradually increase
   - Monitor bounce/spam rates

3. Avoid spam triggers:
   - "FREE", "ACT NOW", all caps
   - Too many links
   - Image-only emails
   - Suspicious attachments

4. Encourage users:
   - Add to contacts
   - Star emails
   - Reply (engagement helps)

Monitor: Google Postmaster Tools
postmaster.google.com
Check: Spam rate, reputation, delivery errors

Testing Email Delivery

Send Test Emails

Test email functionality:

Settings → Email → Testing → Send Test Email

To: your@email.com
Template: Download Notification
Test data: Uses sample order

Click [Send Test Email]

Check:
1. Email received (inbox, not spam)
2. All variables replaced correctly
3. Download link works
4. Images display
5. Formatting correct
6. Unsubscribe link works

Test on multiple email providers:
☐ Gmail
☐ Outlook/Hotmail
☐ Yahoo
☐ Apple Mail
☐ Your business email

Email Preview

Preview before sending:

Settings → Email → Templates → [Template]

Preview panel shows:
• Desktop view
• Mobile view
• Plain text version

Check:
✓ Subject line clear
✓ From name professional
✓ Content renders correctly
✓ Links visible
✓ Call-to-action prominent
✓ Contact information included

Email Logs

Review Email Logs

Track email delivery:

Settings → Email → Logs

Filter:
☐ Delivered only
☐ Failed only
☐ Bounced only
Date range: Last 7 days

Columns:
• Timestamp
• Recipient
• Subject
• Status (Delivered/Bounced/Failed)
• Opens
• Clicks
• Provider used

Click email for details:
• Full headers
• Delivery path
• Error messages (if failed)
• Open/click events

Best Practices

Email Configuration

Optimal email settings:

✓ Use Postmark (best deliverability)
✓ Configure SPF + DKIM
✓ Use verified sender domain
✓ Professional from name ("Your Shop Support")
✓ Meaningful from email (support@yourshop.com)
✓ Reply-to monitored inbox
✓ HTML email format
✓ Mobile-responsive templates
✓ Clear subject lines
✓ Obvious download button/link
✓ Include support contact
✓ Test regularly

Monitor Deliverability

Track email performance:

Weekly check:
☐ Delivery rate >98%
☐ Bounce rate <2%
☐ Spam complaint rate <0.1%
☐ Open rate 60-80% (transactional)
☐ Click rate 80-95% (download emails)

If metrics decline:
1. Check email authentication
2. Review email content (spam triggers)
3. Check sender reputation
4. Test deliverability
5. Contact email provider support

Next Steps

Common Upload Issues - Upload problems
Common Download Problems - Download issues
Email Settings Configuration - Email setup

Email delivery issues? Contact support with email logs for assistance.