---
title: "Custom Email Not Sending: Troubleshooting"
description: Custom WooCommerce email not sending? Turn on debug, check the email, its order options, and general email delivery.
url: "https://wpfactory.com/docs/custom-email-troubleshooting/"
updated: "2026-09-27"
category: Troubleshooting
tags:
  - Additional Custom Emails for WooCommerce
---

# Custom Email Not Sending: Troubleshooting

If a custom email from [Additional Custom Emails & Recipients for WooCommerce](https://wpfactory.com/item/custom-emails-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

1. **Is it enabled?** Open the email under **WooCommerce > Settings > Emails** and confirm **Enable this email notification** is ticked.
2. **Is a trigger selected?** An email with no trigger never sends. Pick at least one in the **Triggers** field.
3. **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**.
4. **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](https://wpfactory.com/support/item/custom-emails-for-woocommerce/) and our team will help.

Related articles

- [Custom Email Preview Shows the Wrong or Old Content](https://wpfactory.com/docs/custom-email-preview-wrong-content/)
- [Custom Email Sends Too Early or at the Wrong Time](https://wpfactory.com/docs/custom-email-sent-at-wrong-time/)
- [Send a Custom Email from the Order Screen](https://wpfactory.com/docs/send-custom-email-from-order-screen/)
- [Custom Emails: Developer Hooks & Filters Reference](https://wpfactory.com/docs/custom-emails-developer-hooks-filters/)
- [Custom Email Triggers Reference](https://wpfactory.com/docs/custom-emails-triggers-reference/)

 

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