Why didn't my customer get an email?
A TeleportHQ store emails your customers through your project's email provider: your own account with SendGrid, Resend, Mailgun, Postmark or MailerSend. When you ship, refund, cancel or change the status of an order and no email goes out, the order action still works, and the message ends with The customer was not emailed: and the reason. Most often it's "no email provider is connected to this store. Connect one under Email → Settings." Connect a provider with its API key and a sender address, and the next order updates reach the customer. A TeleportHQ store doesn't send customers an order confirmation when they order.
Before you start
- An account with an email sending service (SendGrid, Resend, Mailgun, Postmark or MailerSend) and its API key.
- A sender address the service lets you send from, for example
orders@mybakery.com. Most services ask you to verify it first.
Which emails a TeleportHQ store sends to customers
| What happened | Email to the customer |
|---|---|
| The customer placed an order | No email from the store. Online buyers get the payment provider's receipt, if receipts are on in your provider account. |
| An online payment was confirmed | The invoice, if Invoice Email Delivery is on in Configure Invoices. It switches on by itself the first time you save an email provider while Invoices is on, unless you switched it off |
| You recorded a parcel with Ship items | The shipping confirmation, one per parcel |
| You marked the last parcel delivered, or chose Delivered in Fulfilment | The delivery confirmation |
| You chose Shipped in Fulfilment | The shipping confirmation, without tracking details |
| You chose another status in Fulfilment | An order status update |
| You clicked Refund | The refund confirmation |
| You clicked Cancel Order | One cancellation email, which states any refund |
| You clicked Mark as Paid | No email |
| You refunded in your payment provider's dashboard | The refund confirmation, sent by your published store when the provider reports the refund |
| You changed an order's Status in your live site's admin panel | The same emails as in the editor |
See it before you act
The Ship order, Refund Order and Cancel Order windows, and the Fulfilment picker, tell you before you act whether the customer will be emailed. When they won't be, the line reads "The customer will not be emailed:" and the reason.
What each reason means
"no email provider is connected to this store. Connect one under Email → Settings." Your project has no email provider with a saved API key. Connect one: see the steps below.
"the email provider has no sender address. Add one under Email → Settings." The provider has a key but no From email. This also shows when the only sender address in your project is noreply@yourapp.com, a stand-in that sign-in fills in before any provider is set up, and that no sending service sends from. Open the provider and fill in From email with an address your service lets you send from.
"the email template for this update is missing. Restore it under Email templates." The component that holds this email was deleted, or no longer has that role. Store emails are components in the email-templates folder of your project. To give the role to a component again, right-click it in Pages, Components & Tree View, choose Use as email template, then the matching entry, for example Make shipping confirmation email. Or restore a backup from before you deleted it.
"this order has no customer email address." The order has no billing or shipping email. Contact the customer another way.
"the email service refused it (…)" TeleportHQ handed the email to your provider, which refused it. The text in brackets is the provider's own reason. Check your API key and that your From email is an address the service lets you send from. Resend's test sender onboarding@resend.dev delivers to one address only, the one your Resend account was opened with, and Resend's reason names it; a customer with any other address gets nothing until you verify a domain in Resend and send from it. An email with several recipients is sent to each one separately: a reason that reads "refused for a@b (…)" means that address was refused while the others got the email.
Steps: connect an email provider
- In the TeleportHQ editor, at the bottom of the left sidebar, click the Project settings cog.
- Under Credentials, click Email Providers. The top line names your project's provider, and each provider shows a status such as Configured or Not set up.
- Click your project's provider (marked Project provider), or the one you have an account with.
- Fill in API Key (Postmark asks for a Server Token, Mailgun also for a Domain), From email and, optionally, From name (optional).
- Click Save credentials.
- If this isn't the project's provider yet, click Use for this project. Every email step in your workflows, the store's emails (order notifications, invoice emails, low-stock alerts, abandoned-cart reminders) and the booking emails then send through it, from the sender saved with it; Used in under the provider lists them.
The same settings are in the Marketing Studio: Growth → Marketing Studio → Email → Settings, which is the "Email → Settings" the message names. See How to choose which email and SMS provider your project sends through and How to connect an email or SMS sending service.
Emails you trigger from the editor's Orders page (Growth → E-Commerce → Orders) go out right away. Emails your live store sends itself, such as invoices, use the published version of your site, so publish again after you connect the provider.
Check that it worked
In the left sidebar, click Growth, then Orders under E-Commerce, and click the order's row. Under Fulfilment and in the Ship order, Refund Order and Cancel Order windows, the warning is gone, replaced by a line such as "The customer is emailed about the refund." After your next action, the order's History shows an "email sent" line, for example Order Refunded email sent.
More things to check
The action was already done without an email TeleportHQ doesn't send the missed email later, and the action (for example a refund) did work, so don't repeat it. Contact the customer yourself about that order; the next actions email them.
The email was sent but never arrived Ask the customer to check their spam folder. Your sending service's activity log shows whether it delivered the email. On your live site, the admin panel's Sent Emails page lists every email the store sent, with its status and any error.
The customer didn't get their invoice after paying online If the order says "Invoice PDF missing — regenerate it in your admin panel", the invoice's PDF couldn't be made when the payment came in, so its email couldn't go out. Regenerate the invoice in your live site's admin panel: the customer then gets it by email, once, when Invoice Email Delivery is on. See How to open and download order invoices.
The customer says they got no order confirmation That's expected. A TeleportHQ store doesn't email customers when they order. Online buyers get the payment provider's receipt: turn on customer receipts in your Stripe, PayPal or other provider account.
The store isn't published yet The emails still go out, but they can't link to the customer's order page. The windows say: "The store is not published yet, so the email cannot link to their order page."
Good to know
- One provider for everything. The same project email provider sends your store emails, account emails and workflow emails. See Which emails does the store send to you and your customers?.
- Your keys stay in your project's Secrets. See How to choose which email and SMS provider your project sends through.