Common Troubleshooting: Emails

Q: Q: A guest is saying that they haven’t received an email. Can it be resent?

A: Yes. You can resend an email message from Aspenware Administration by requeuing. See Task #8 in the previous Email Configuration Documentation for instructions on requeuing.

Q: We don’t like how the auto-generated email looks, can it be customized?

A: Yes. Email message templates can be customized. See Task #1 in the previous Email Configuration Documentation for instructions on configuring these templates.

Q: My emails are going to Junk, help! (If Sendgrid is Email provider)

A: If you are using Sendgrid and your emails are going to the spam/junk folder, it's likely because you're a new sender and don't yet have a reputation with email service providers (like Gmail), but there are things you can do to prove you are a reputable sender and improve your chances of making it to the inbox even with a new Sendgrid account. 

1.  If you are on the essentials package of Sendgrid and experiencing deliverability issues, we recommend upgrading to the Pro package from the essentials package. It's $80 a month, but it comes with a dedicated IP, which basically means that your deliverability isn't up to the fate of all the senders lumped in the same IP as you, but you can have control over your own reputation because your IP, and sender reputation, is yours. 

2. When creating test users and doing testing, send to real email addresses. If you need to create a bunch of accounts, we do too, the Aspenware team uses the gmail trick to create an unlimited number of real email addresses. Simply use the + sign after your email domain (jennibuonanni) and before @gmail.com and enter whatever you want between the + and @. So jennibuonanni+tester1@gmail.com will actually be send to my gmail account, as will jennibuonanni+supportrulz@gmail.com. You can also use Mailinator.

3. If you are still experiencing email deliverability issues, you may want to look into sender authentication through Sendgrid. The three levers that can help improve your Sender authentication are setting up DNS, DKIM and SPF.  Before going down this route, you will want to get access make changes to your DNS, or work with someone who can.   Your networking/IT group can likely help with this.

• In Sendgrid, go to Settings>Sender Authentication. Click get started under domain authentication. 

• Choose your DNS provider from the drop down. 

• Turning on link branding doesn’t seem like a bad idea from what I’ve read.

• Enter your domain and likely keep use automated security checked. 

• Next a set of Cnames will be generated, which you will want to add to your DNS section. Will look something like this: 

Here are some articles from Sendgrid about how to set this up: 

https://sendgrid.com/docs/glossary/sender-authentication/

https://sendgrid.com/docs/ui/account-and-settings/how-to-set-up-domain-authentication/

https://sendgrid.com/blog/new-sender-authentication/

Q: Are customers reporting that they receive a password reset email, but the link within takes them to an invalid link or broken page?

A: Chances are the URL string generated for each customer is using an invalid format. Thankfully this is an easy fix. 

1. From the Configuration>Stores select to edit the desired store experiencing issues

2. The store URL should be formatted https://shop.yourresort.com/ 

   • If the https:// is missing or the / at the end of the URL is missing, chances are this is the issue. If the https:// is missing, guests selecting forgot password from their mobile device may be blocked from being linked to the password reset page. If the final / is missing, then all guests will be sent to a page with an invalid URL construct because the way the password email is sent is Store URL+Unique Password Reset link, so if the / is missing the URL format will look like https://shop.yourresort.compasswordreset... instead of  https://shop.yourresort.com/passwordreset...

   • Add the missing element of the link and save

3. Test the password reset link. If it works, then you are all done.

4. If the issue is still not fixed, go to the Content Management > Message Templates page and select to edit both the Customer.PasswordRecovery and Customer.SendFindAccountResetPassword message templates, but start with the Customer.PasswordRecovery template. 

5. Open up the email source code by going to Tools >Source code and search for the word "Password." You are looking for a segment of code that looks similar to this: 

   • <p><span style="font-family: verdana, geneva;"><strong>To change your password, <a href="%Customer.PasswordRecoveryURL%">click here</a>.</strong></span></p>

   • If anything is added between the " and %Customer.PasswordRecoveryURL%, then remove it to ensure your email source code for this section matches the snippet above. 

6. Test the password reset link again. If the issue still persists, then contact Aspenware Support.

Q: Guests are reporting that they are getting multiple confirmation emails.

A: If your customers are reporting duplicate emails, follow these steps to troubleshoot.  If the issue persists, reach out to your AspenWare representative.

1. Navigate to Schedule tasks in nop admin (System -> Schedule tasks). 

   • Check to see if Send emails (via Ryan Solutions) and Send emails tasks are both enabled.  If both are enabled, edit the task that should not be running, and uncheck the enable column.

   • If an update is made, be sure to restart the application before testing. To restart the application, go to the gear icon in the upper right and select to restart the application.

2. Navigate to Schedule tasks in nop admin (System -> Schedule tasks). 

   • Review the Seconds (run period) column for your email task.  We recommend setting this to at least 120 seconds, otherwise depending on the traffic in the message queue, the system may inadvertently send duplicate emails.

   • If an update is made, be sure to restart the application before testing. To restart the application, go to the gear icon in the upper right and select to restart the application.

3. Navigate to Message templates in nop admin (Content management -> Message templates).

   • Check to see if multiple message templates are configured with the same name, store, and are active.

Q: What if I would like to use the product-triggered QR code token on other message templates?

A: The new QR code tokens are available across every message template, however, have only been tested within the order confirmation email. As the token rendering is based on specific products being purchased Aspenware cannot guarantee that the QR code will display when applied to different email templates.

Q: I’m getting a bad URL I use the Vouchers.EmailVoucher template. What’s wrong?

A: This has to do with the use of the %Store.URL% token. If the StoreURL includes a “/”, then the email template should not include a “/”. The store URL can be found by going to Admin > Configuration > Stores. In a nutshell:

1. Scenario 1: Resort uses %Store.URL%

   1. If that includes a "/" in it --> don't include the "/" in the template

   2. If that doesn't includes a "/" in it --> do include the "/" in the template

2. Scenario 2: Resort manually overrides the token and uses their own URL (not recommended)

   1. Based on that will determine if the / is needed or not