Troubleshooting email delivery

Are emails not being received by customers, or being marked as spam?

There are a few emails that are sent out by Storeganise, such as:

'Welcome' message
Order confirmations
Invoices, receipts and reminders
Password reset and email

If you or a customer has reported not receiving these messages, or that they are being marked as spam, please follow the steps below to troubleshoot the issue:

Check that email templates are enabled

Note: You must have the 'manager' role to do this.

Go to Main Settings > Email and verify that the relevant 'Email template' is checked.

Only email templates that are 'checked' will be sent out to customers. If the box is unchecked:

Click the name of the template to open it
Ensure the 'Enable email notification' box is checked
Click 'Save'

Check the the customer/user's email address is correct

If emails are not being received at all, verify that the customer's email is correct by going to the User's page in Storeganise and double checking the email address in the 'Details' section.

If an email address is written in red, it means that it has not been 'verified'. This is a process where the user receives an email with a link. Clicking the link lets us know that the email address is valid and is controlled by the user. Once verification is complete, the email will appear in blue instead of red.

Completing a 'password reset' also verifies the email address automatically so this can be worth asking the customer to complete.

Check if the email is in the spam folder

Sometimes emails will be delivered, but marked by the customers' email provider as spam. Ask them to check folders such as spam, promotions etc. to see if the message is in there. If it is, ask them to add the business's email address to their address book so that future emails are delivered straight to their inbox.

Contact us

If the above steps do not help, please get in touch with us and let us know:

Link to customers that are not receiving emails
Are emails going to spam or not being delivered at all?
Which types of emails are not being received?