On a regular basis we get the question why emails are not being send in RSForm! Pro. The answer is not always as straightforward as one might hope, this is due to the number of variables involved. In this article we will explain how the sending works and what these variables are. Most often it is a matter of tweaking the settings to get things working.
Different emails
There are a number of different emails that can be send out from a form and they are send in different ways.
The RSForm! Pro emails are:
- User Emails
- Admin Emails
- Additional Emails
The RO Payments email is:
- Confirmation Email
This distinction is needed because it tells us who has control over sending the email.
Time of sending
At which point in the flow the emails is send can be controlled by the user. There are several options on when to send an email:
- Immediately after the form is submitted
- After a successful payment has been received
- After a payment has been received regardless of the payment status
Conditions for sending an email
There are several conditions being checked to make sure emails are send when they should be send. After the form is submitted the following conditions are checked for both the User Emails, Admin Emails and Additional Emails.
- Does the form have any RO Payments fields
If the answer is No, the email is send because RO Payments does not manage the emails.
- Is the email set to deferred
If the answer is No, the email is send because it does not need to be delayed.
- Does the submission have a _STATUS field
If the answer is No, the email is send because RO Payments does not manage the emails.
- Is the email set to deferred and the payment is not confirmed
If the answer is Yes, the email is not send because the payment needs to be confirmed.
- Is the email not set to deferred and payment is confirmed
If the answer is Yes, the email is not send because it has already been sent on submission of the form.
- Is the payment not successful and Send email on failed payment is set to No
If the answer is Yes, the email is not send because the payment failed and no confirmation should be send.
In any other case the emails will be send with the exception if the RSForm! Pro Payment Plugins is enabled.
RSForm! Pro Payment Plugins
This is a payment package by RSJoomla in which they offer different kind of fields to build a payment form, much like RO Payments. This package conflicts with RO Payments when it comes to sending emails, so in case this plugin (System - RSForm! Pro Payment) is enabled, RO Payments will not be sending any emails. This plugin must be disabled to let RO Payments send emails.
If the plugin is enabled, the settings in this plugin will control when the emails are send.
Troubleshooting email issues
Check the log
There can be a number of reasons why emails are not send. The first place to check is the payment log of the payment as this will indicate if emails are being send or not. You can find the payment log by taking these steps:
- Go to Components -> RO Payments
- Click on Transactions in the left menu
- Find the transaction you want to check
- Click on the View link in the last column
- Scroll towards the end of the log and look for the text Send out emails If you see this text, it means that RO Payments triggered the email sending
Check the payment status in RSForm! Pro
In the submissions list you can see what the payment status is for a submission. There are 3 possibilities:
- -1: Payment not successful
- 0: Pending
- 1: Payment successful
This way you can confirm if a payment has been successful and if the email had to be send or not.
In case you do not see that text, you can post a support question on our forum and include the complete log for analysis.