Emails Not Being Sent #

If customers or admins are not receiving Service Management notification emails, this guide covers the most common causes and how to resolve them.

What DMSI Service Management Adds
All 11 notification types described here are new to this extension. If Core emails (license notifications, billing) are working but Service Management emails are not, the issue is specific to this extension.

Step 1: Confirm the Notification Is Enabled #

Navigate to Services > Settings > Notifications and verify that the notification type in question is checked (enabled). If the toggle is unchecked, no email is sent regardless of other configuration.

Step 2: Confirm WooCommerce Is Active #

Service Management emails are queued via Action Scheduler, which is bundled with WooCommerce. If WooCommerce is inactive:

• Emails are added to the Action Scheduler queue but never processed.
• No emails are sent until WooCommerce is reactivated.

To check: Navigate to Plugins > Installed Plugins and confirm WooCommerce shows as Active.

Step 3: Check the Action Scheduler Queue #

Emails in the queue can be inspected at Tools > Scheduled Actions:

1. Navigate to Tools > Scheduled Actions.
2. Search for dmsi_sm_send_email or filter by group dmsi-sm.
3. Check for actions in “Pending” status — a long queue of pending items that is not shrinking indicates Action Scheduler is not running.
4. Check for actions in “Failed” status — failed items indicate the email send attempt encountered an error.

Step 4: Confirm WordPress Can Send Email #

Action Scheduler passes emails to WordPress’s wp_mail() function. If your server’s email configuration is broken, all WordPress emails will fail, not just Service Management ones.

Test email sending using a plugin like WP Mail SMTP’s built-in test tool, or send a test email from Settings > Email Test if your mail plugin supports it.

Common email issues:
– Shared hosting blocking outbound SMTP on port 25
– Missing or misconfigured SMTP credentials
– SPF/DKIM records not configured, causing emails to land in spam

Step 5: Check the From Address #

Verify the From Address in Services > Settings > Notifications. Some mail servers reject email from addresses that don’t match the server’s authenticated domain. If the override address is set to an address on a domain different from your server’s configured SMTP sender, deliverability may be affected.