Clients not receiving emails sent from B2CORE

Troubleshooting email delivery issues in B2CORE when clients don’t receive notifications due to SMTP, templates, or provider problems

Problem

A client doesn't receive various emails from B2CORE, such as account creation confirmations, deposit notifications, or other system messages.

Possible reasons

This issue may occur due to one or more of the following:

• Emails being marked as spam or junk by the client’s email provider.

• Incorrect or misconfigured SMTP settings in the B2CORE Back Office.

• Emails stuck in the queue.

• Missing or misconfigured email templates.

• Issues with the email service provider, such as exceeded credits, service delays, or downtime.

Solution

To address email delivery issues:

1

Check spam and junk folders

Ask the client to check their spam or junk folders, especially if the email status is marked as successful in Mailing > System > Logs in the B2CORE Back Office.

2

Verify SMTP settings in the B2CORE Back Office

If multiple clients experience delivery issues, verify your SMTP configuration settings:

• Navigate to Mailing > System > Providers.

• Click the Edit button for the relevant SMTP configuration to open its details.

• Click the Test connection button to validate the SMTP settings.

  • A checkmark on the Test connection button means the settings are properly configured.

  • A red Test connection button indicates errors in the settings, which will be listed.

• Correct the settings and test again until the SMTP configuration is successful.

• Ensure that the configuration is enabled.

For details, refer to How to configure SMTP.

3

Track an email delivery in the Email log

• Navigate to Mailing > System > Log.

• Locate the required email and check its delivery status: IN PROGRESS, FAIL, or SUCCESS.

• For failed emails, check the Reason column to identify the issue.

4

Check email templates in the B2CORE Back Office

• Navigate to System > Templates > Email > Templates.

• Ensure that the template for the relevant notification exists and is properly configured (for details, refer to How to configure email templates).

• Ensure that the email template is enabled.

5

Check the email provider operation

If emails are delayed, verify that your email service provider is operational and that your account has sufficient credits or an active subscription.