Check why a customer did not receive an email
Use this when a customer says a confirmation, ticket, invoice, or other order email never arrived. Work through the checks in order — most cases are a wrong address, an order that never triggered the email, or filtering on the customer's side.
1. Confirm the email address
- Open Sales > Orders and open the order.
- Check the customer email address in the order sidebar, character by character, against what the customer expects.
A typo here is the most common cause. If the address is wrong, correct it before resending — see Correct customer or invoice address details.
2. Check the order history
- On the order, open the History tab.
- Look for email entries. Each sent email shows the recipient address, the subject, and the list of attached files.
Read the result like this:
- An entry exists with the right address and attachments — ToucanTix handed the message to the mail service. The problem is downstream: continue with the spam checks below.
- An entry exists with a wrong address — the email went to the address on the order at the time. Correct the address and resend.
- No entry exists — the email was never sent. Check the order state: a new or abandoned order sends no confirmation. See Find an auto-canceled or abandoned order.
The history records emails when they are handed over for sending. It does not show whether the receiving mail server later accepted, bounced, or filtered the message — if repeated resends to a verified address never arrive, collect the details below for support.
3. Resend the email
If the address is correct and the documents exist on the order, use the resend button with the tooltip Resend last order email in the order sidebar. The full procedure, its preconditions, and how to download tickets and invoices as files instead are in Resend a confirmation email or ticket.
4. Rule out spam and blocked senders
Ask the customer to:
- search the full mailbox (all folders, not only the inbox) for the subject shown in History
- check the spam or junk folder and any promotions tab
- check blocked-sender lists and filter rules, and unblock or allowlist the sender address of the received test message
- try an alternative email address if their provider keeps filtering the message
5. Scheduled and marketing emails
If the missing message is an automated marketing or reminder email rather than an order email, the cause is often targeting: subscriptions, marketing consent, and send timing. Continue in Check whether a scheduled email was sent.
What to collect for support
- the order number and the exact customer email address
- the History entries: timestamps, recipient, subject, and attachments of the relevant emails
- whether a resend was attempted and what History shows for it
- the customer's mail provider and whether other emails from you arrive there
