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Start with the send log

Open Email Send Logs at /{brand}/emails/smtp-logs. It records every email sent through your brand’s SMTP configuration, with the recipient, the subject, the template used, the source that triggered it, and whether it was delivered or failed. Filter by Source to see one type at a time. Purchase and Refund are the order jobs, Members Login is the members area, SMTP Test is the button on the Emailing tab. Two different answers, two different problems:
The log covers the SMTP path. Merchants sending through a Mailgun or SendGrid integration instead of brand SMTP write to a separate log and will not appear here.

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The email was never triggered

Work down this list in order. The first miss is almost always the answer.
1

Is the slot filled on the right merchant?

Merchant → Email tab. A row showing Not set sends nothing, ever.This is the most common cause by a wide margin. Templates belong to the brand, but the choice of which one to send belongs to each merchant. Adding a merchant, or switching an offer to a different merchant, leaves you with a fresh set of empty slots.
2

Does the order have a customer email?

Open the conversion. If the email field is empty, every email for that order is skipped silently. Abandon records from some gateways carry no customer data at all, so they can never resolve into a confirmation email.
3

Is a sender configured?

Settings → Emailing needs SMTP credentials, or the merchant needs an Email Integration. With neither, the job fails on every attempt.Check Brand Actions on your dashboard. Missing templates and missing integrations raise a task there for purchase and subscription emails.
4

For shipping emails, did fulfillment actually report shipped?

The Order Shipped email fires when the fulfillment provider flips the order to shipped, not when you create the shipment. No status change means no email. Check the order’s fulfillment status and tracking number first.
5

For renewal emails, is the merchant on NMI or Stripe?

Subscription email slots only exist for merchants that bill recurring charges through ElasticFunnels. Other gateways have no subscription section on the Email tab.
Shipping and cancellation emails fail quietly. Purchase and subscription emails raise a Brand Action when they cannot send. Order Shipped and Order Cancelled do not. If those two slots are empty, there is no warning anywhere in the app. Check them by eye.

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Sender problems

The send is in the log with a Failed status.
The green Verified badge only means one test message was accepted by your SMTP server. It does not check SPF, DKIM, DMARC, or whether your provider will accept your From address on real volume. A brand can be Verified and still land in spam.

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Known limitations

These are current behaviours worth knowing before you spend an hour debugging.
Purchase and refund emails prefer your brand’s built-in system template over whatever is selected in the merchant dropdown. Duplicating a system template produces an ordinary copy, so selecting that copy on the merchant has no effect while the system template still exists.Edit the system template directly. It is marked with a Locked badge in the Emails list. Its content and design are fully editable, it just cannot be deleted.This applies to purchase and refund only. Shipped and cancelled always use the merchant dropdown.
The manual resend action requires a merchant Email Integration, even when the brand is sending fine over SMTP. Automatic sends are unaffected. To resend on an SMTP-only brand, add an email integration to the merchant.
The Send test button on a template needs a Mailgun, SendGrid, or Mailrelay integration. It does not use brand SMTP. The Send test button on Settings → Emailing does use SMTP, so use that one to confirm the sender, and a real test order to confirm the template.
The pre-renewal job checks for a merchant Email Integration specifically, so brand SMTP alone is not enough for that one email. Other subscription emails work over SMTP normally. Add an email integration to the merchant if you need pre-renewal reminders.
Each template is written for one scope. A subscription template dropped into the Shipped slot renders with empty subscription values and no error, because the shipping context carries no subscription data. The merchant dropdowns list every template on the brand, so nothing stops the mismatch.Match the template to the slot, and check the scope in Template Variables.

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Nothing at all is sending, for any brand

Order emails are queued. If the email queue worker is stopped, every send waits in the queue and nothing surfaces in the interface. The send log stays empty because no attempt is ever made. If several brands go quiet at the same moment, this is the first thing to check with your administrator.