If a custom email from Additional Custom Emails & Recipients for WooCommerce is not arriving, work through these checks in order. Most cases come down to a trigger that was never selected, an Order Options rule that is quietly blocking the send, or a general email-delivery problem on the server.
Turn on Debug first #
Go to WPFactory > Custom Emails > General > Advanced Options and enable Debug. The plugin then logs every step (triggered, blocked by which option, delayed, sent, or failed) to WooCommerce > Status > Logs under the source custom-emails-for-woocommerce. This log tells you exactly where the send stopped and saves most of the guesswork below.
Check the email itself #
- Is it enabled? Open the email under WooCommerce > Settings > Emails and confirm Enable this email notification is ticked.
- Is a trigger selected? An email with no trigger never sends. Pick at least one in the Triggers field.
- Is the trigger group enabled? If the trigger you want is missing from the list, enable its group under WPFactory > Custom Emails > General > Enabled triggers groups.
- New order emails: new orders are created as “Pending payment” by default. If your “New order” trigger is set to a specific status, the order will not match at creation. Use “New order (Any status)” or the correct status.
Check the Order Options #
Order Options silently block a send when they do not match. Review the email’s Order Options:
- A Require condition (products, categories, users, roles, gateways, shipping methods, or a minimum/maximum amount) that the test order does not meet will stop the email.
- An Exclude condition the order does match will also stop it.
- Check the Logical operator: with AND, every condition must pass.
- Check Exclude recipients and Stop emails in Advanced Options are not catching this send.
Check general email delivery #
- Plugin conflict: temporarily deactivate other plugins (keep WooCommerce active) and switch to a default theme. If the email sends, reactivate one at a time to find the conflict.
- Server email: if no WooCommerce email at all reaches inboxes, the problem is server-side mail, not this plugin. Install an SMTP plugin and confirm your other WooCommerce emails send.
- Updates: keep WooCommerce and Custom Emails on their latest versions.
Still stuck? #
Send us your Debug log and the email’s settings on the Custom Emails support forum and our team will help.
