Please Help! Subscription email not working

I run a paid membership site using S2Member and Mailchimp as the newsletter service.

Lately, I’ve been getting emails from people who just signed up and paid but didn’t get the email for confirmation to get the password and what not.

I signed up for my dad as a test and the emails came through just fine.

So I’m not sure what’s going on.

But either way, isn’t their a way to resend someone a confirmation email that they can use to enter their username, etc? Isn’t their a way to re-send this so that it links with their payment and also send the mail chimp confirmation?

Otherwise, I need to manually add them which means, when or if they cancel, I would need to remove them myself. This would get very tiresome with many subscribers.

Thanks so much!

Hello Matthew,

Hmm, so, what emails do they NOT get? Only the MailChimp ones? Or also emails from WordPress welcoming the user?

In any case, it’s most probable that they have not checked their spam folder. Many email providers are very bad at recognizing spam from non-spam (except Gmail ;)).

I would suggest you ask them to check their spam folder, if they do not find it there, ask them which emails they did receive correctly.

– Eduan

Thank you for the reply and sorry for being late :)

I did ask them about the junk mail but they said they did check. In one case, I had the guy cancel the subscription and do it again. second time worked for him. So I refunded the first one.

But obviously, this would be a problem is it happens often.

In all cases, the subject claimed they did not receive any email. This means they did not get the email from wordpress welcoming them into the program and directing them to create a user name NOR did they get the one from mail-chimp which I believe they have to click a box in the first email from wordpress to get.

So Im wondering: If this happens again, isn’t there a way to simply resend the “welcome” email with all this info?

It seems very troublesome to have to make them cancel and try again… or for me to manually add them in (which means if they cancel, I would have to manually take them out as well)……

I’m afraid there is no way to just resend emails, there should be though, I’ll talk with Jason to see what his opinion is.

…I contacted Jason, let’s see what he has to say. :)

hmmm, yea that would be great.

It’s really turning out to be a big problem. Some people get them, some don’t.

If the only way to fix it is that I have to either:

a) tell them to cancel and sign up again: this creates annoyance for them and probably many lost customers…

b) I manually add them in, which means I need to pay attention to every person that unsubscribes or cancel payment so I can go in manually again and erase their account. Because if I manually add them in, then technically they aren’t being tracked anymore by S2Member/Paypal…

Another person today said they didn’t get the email either :(

Another question….

If say my only option is to manually add them. If I include their I.P address when I create a username for them in s2member, will that track them? so if when they cancel, s2member will auto cancel them?

Same with Mailchimp?

I don’t think their IP address will make a difference in this case. :/

Also, BTW, Jason has not gotten back to me about this. :(

For now, what you can do is install the Email Log plugin and see it’s logs. If a member doesn’t receive an email, but Email Log does log it, it means there’s either a problem with your server, or the user’s email service.

– Eduan

Thanks

Just realized I did install that plugin 2 weeks ago and low and behold, no record of those emails being sent out from S2Member….

The weird part (we’ll, there are many) is that this doesn’t happen to everyone though and yet, this appears to be a problem with S2Member or the server….

I see. Then that means that something is interfering with that process. But it’s strange some get sent and some don’t. :/

In any case, Jason contacted me about this:

The only issue with this is password generation. Passwords are stored with one-way encryption (which is good); but this makes it impossible to resend login details that include the password. A password reset is required for this email to be sent again.

Flagging this Issue as “working”. I’ll see if I can whip up a quick button that goes into the Dashboard for this. Otherwise, you can always just send a visitor the password recovery link and that will accomplish a similar thing.

http://YOURSITE.com/wp-login.php?action=lostpassword

Thanks!

Yes, it would be very helpful to be able to re-send an email or to have some sort of backup link where they could still register and be “included” in the system so that when or if they cancel, the system would be notified rather than it being manual.

No problem. :)

If Jason adds anything else to this matter I’ll be sure to notify you. :)

He confirmed it’s going to be in the next maintenance release. :)

Just wanted to notify you.

This is now available in the pro version of s2Member:
http://www.s2member.com/changelog/#s2-changes-v130406

– Eduan