Shop emails are not going out

Your shop emails you when a customer orders through the shop's checkout and when someone sends the Contact us form. Both go to the Admin Email saved in Email (SMTP). If they do not arrive, check that address first, then your spam folder, then whether the order came through the checkout at all.

Where to find it

Admin › Administration › Settings › Email (SMTP) (প্রশাসন › সেটিং). The page is called "SMTP Settings"; the address is in the Admin Email box. Only the store owner (Super Admin) can open it.

What to check, most common first

The Admin Email is wrong or empty. Look for a typing mistake. If the box is empty, the emails go to the store owner's own login email instead. To change it, fill in every box on the page (all except Password are required), then press Update. You see "Email settings saved for your store".
Your own mail server refuses it. If you filled in your own server (with a password) in Email (SMTP), the emails go through it. A wrong host, port, encryption, email or password, or a changed Gmail App password, stops them. Check each box with your provider and type the password again.
The email is in spam. Search your spam or promotions folder for the order's invoice number. Mark it "Not spam" so the next ones reach your inbox.
That order does not send an email. Only orders placed through the shop's checkout send it. Orders from landing page forms, orders your team makes in the admin panel and seller orders in the ERP do not. Incomplete carts never do. You can still see these orders in the panel.
The message is not from your shop. The email asking you to confirm your email address comes from eCommerce Autopilot itself. If it did not arrive, press Send again on the notice at the top of the panel.

Good to know

The panel's bell shows every website and landing page order, even when no email comes. Use it as your main alert.
Contact us messages are saved in the panel too, in Admin › My workspace › Contact messages. A message whose email did not arrive is still there.
A failed email never stops an order. The customer's order is saved even if the email cannot be sent.
Customers do not get an order email from the shop. They get your order SMS, if SMS is set up.
Email marketing (the keys of an email service for marketing) is set up separately, in Admin › Online store › Marketing channels › Email marketing.

Still not working?

If the Admin Email is right, nothing is in spam, and checkout orders still send no email, press Give Feedback at the bottom of any admin page. Say the invoice number and the time of one order, and the address you expected it at. Never send your email password.

Still need help? Ask in our Facebook group — the team and other shop owners answer there.

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