Issues with transactional email and access key

VTEX in your native language 🌎 Portuguese
1

Hello everyone, good afternoon,

Could you help me clear up a question please.

Aside from order confirmation emails, abandoned cart emails, etc., during the login step at checkout, the customer is not receiving the access key by email.

Has anyone experienced this before?

image (1)
image (1)1120×458 37.5 KB

2

Hi Erik,

If this is happening with a specific customer, it’s possible that the issue lies with the store’s SMTP and/or that the final destination is rejecting the email or sending it to the spam folder.

My recommendation in this case would be to check the spam folder, as mentioned, and if there are truly no emails there, then engage our support team via ticket. The support team has visibility into the logs for email trigger events as well as the sends themselves. If there is any issue with the email flow, they can pinpoint it in more detail and/or engage the product team for a deeper investigation.

Eduardo Luciano
Field Software Engineer | VTEX

3

@eduardo.luciano thanks for the reply.

The client informed us that this happened to more than one person. In that case, I’ll open a ticket as you recommended.

Thank you very much @eduardo.luciano :v:

4

Hello everyone, good afternoon,

The issue has been resolved. By checking /admin/message-center/#/providers, we noticed that the default sender the client had set up was not working. In that case, I set the default VTEX sender as the default until the client fixes their own sender.