Solve common issues quickly

Before opening a support ticket: 80 % of issues fit into one of the six categories below. Walk through them in order and document your findings — that saves you half the ticket later.

Test email does not arrive

1. Open the logs tab and filter by status Error.
2. If an entry exists: read the provider response (550, 421, 554, …).
3. If no entry exists: check whether another SMTP plugin is active, or whether wp_mail() is being called at all.
4. Check the recipient’s spam folder.
5. On rate-limit errors (e.g. 421 4.4.5), reduce send volume.

Provider rejects the send

Common causes:

• Sender domain is not verified at the provider.
• SPF/DKIM are missing or fail.
• API key expired or restricted.
• Sandbox mode active (especially Amazon SES).
• Sender on the provider’s suppression list (too many past bounces).

Annotated

Email looks different from the preview

First actions:

• Embed the logo via HTTPS (not inline Base64).
• Buttons as table-based <a> constructs, not CSS <button>s.
• Font sizes in pixels, not rem or em.
• Test dark mode in iOS Mail.

WooCommerce mail is missing

1. In WooCommerce > Settings > Emails, check whether the mail type is enabled.
2. Manually set the order to the triggering status (e.g. Processing).
3. Open FreddyMail Logs and check whether an entry was created.
4. If Unknown type: WooCommerce may send through a custom hook that isn’t mapped yet.

License is not recognised

• Reconcile the Freemius purchase email with the license key.
• Verify in your Freemius account that the license is registered on the current domain.
• When changing domains, deactivate the license on the old domain first.
• Refunds and downgrades may update with a delay.

Log stays empty

When no mails appear in the log, WordPress is either not sending through FreddyMail or not sending at all.

• Deactivate any other SMTP plugin (WP Mail SMTP, Post SMTP, Easy WP SMTP) — only one may be active.
• In FreddyMail > Settings, verify that delivery is active.
• Trigger the event manually (e.g. password reset on the WP login page).
• Check the server mail queue and wp-content/mu-plugins/ for custom mail filters.