Customer Not Receiving Email from Newsletter Subscription

Shells211
Visitor
1 0 0

I have installed a Newsletter Subscription banner offering a discount for first time customers. Upon entering their email address and submitting, they should receive an email, including the discount code.   I had several friends test it out, and none of them receive the email from my store w/ the discount code.  I also verified it not to work with one of my personal email accounts. 

Can someone help me understand why the emails are not going out to the customers ? ? ? 

I don't want to keep the newsletter banner live, unless it works properly obviously. 

HELP 🙂

 

Replies 15 (15)

Miles
Shopify Staff (Retired)
480 68 158

Hi, @Shells211!

I'm Miles from the Social Care team at Shopify. It sounds like you're having a difficult time getting emails out to your customers, so I'll be happy to help you work out what might be going wrong.

Looking at your question, it sounds like you're either using Shopify Email or don't have an email marketing app installed. I'll go through each of these below.

Shopify Email
Shopify Email is a great way to get started with email marketing. With Shopify Email, you can create beautiful email newsletters showcases your products and keeping customers updated. At the moment, it's fairly new so automated emails aren't currently an option. Automated emails are things like welcome emails (sent when a customer signs up), thank you emails (a quick thank you to customers who have purchased from your store) and many more. We are working hard to bring this to Shopify Email, but in the meantime, we do have some solid apps in the Shopify App Store.

Email Marketing Apps
Email marketing apps are super handy to send newsletters, welcome emails, thank you emails and so much more. Email marketing allows you to create newsletters, send automated emails (e.g. welcome emails, thank you emails etc) and you can also edit them and really bring your brand to life. I've recommended a couple for you below.

Seguno

  • Free to use up for up to 250 subscribers.
  • Send unlimited emails.
  • Editing templates will feel familiar as they use editors similar to Shopify's Theme Editor.

Klaviyo

  • Free to use up for up to 250 subscribers.
  • Sell more with pre-built email flows, including abandoned cart and winback emails.
  • Combine data from Shopify and other leading apps to segment your audience and send super-targeted, personalized email campaigns.

To help you get started with email marketing, I'd recommend checking out Shopify Compass. Shopify Compass provides you with free webinars and courses on things like store design, email marketing and more. It's a great way to take the next step in getting more customers and more sales.

If my suggestions above aren't able to resolve the issue, please let me know by replying to this thread with some more details.

To learn more visit the Shopify Help Center or the Community Blog.

sunbutter-ocean
Visitor
1 0 1

Hi Miles, 

We are having the same issue as Shells. 

We recently moved our subscribers over from Mail Chimp to Shopify email marketing. 

It seemed to be working fine, but now our customers aren't receiving our subscriber discount emails. 

Also we can't find the email address of recently subscribed accounts in our database. 

 

Hoping you can help!

 

Cheers, 

 

Sacha

 

iridescentnyc
Visitor
1 0 0

Hi There,

I'm experiencing this same issue. I did not have an app installed as I'd be using Shopify's email, however I had a number of customers sign up in person yesterday and I cannot find a single email address within my account under Customers. Where are my subscribers?

Miles
Shopify Staff (Retired)
480 68 158

Hi, @iridescentnyc!

Thanks for letting me know you're having issues with your customers not appearing after signing up. You mentioned they were signed up in person. Does that mean they were signed up via POS? I've run a few tests on this and found that when adding customers via POS, they do appear in your customer list in your Shopify admin, as well as the POS app.

So I can help you out with your issues, could you please reply to this thread answering the following questions?

  • Where are you adding new customers? (e.g. Shopify POS, through your website etc)
  • Where are you checking to see the new customers details? (e.g. Shopify Admin, Shopify POS)
  • What's your end goal with collecting the customers emails? (e.g. email marketing, retargeting etc)
  • If you have any screenshots of the issue (including adding dummy or test customers) that would be super helpful.

Once I've got the above, I'll be happy to take a look into why your customers may not be appearing.

Cheers!

To learn more visit the Shopify Help Center or the Community Blog.

melissaorr
Visitor
1 0 1

Hi Miles 

I have the same problem as everyone above but can't find the answer in the thread.

I have customers who add their email via the newsletter banner in the shop, then  confirm that they are not a robot. But then the customer receives no email to verify subscription and no customer subscriber information appears in my Customers tab in shopify?

Melissa

 

AMAE
Tourist
3 0 2

I'm having the same issue exactly! If someone subscribes to emails, they aren't getting the welcome email that has a discount for their first purchase. How do we fix this??

seekind
Shopify Partner
1 0 0

same, same here @ lupaco.de … No customer email can be found and noch confirmation email is sent …

RoyH
Visitor
2 0 0

Apologies for being quite abrupt, but ...

Isn't Shopify Email a bit pointless if new subscribers don't receive a confirmation email and if they can't therefore avail of the discount offered during the subscription process?

Nitasha_S
Excursionist
12 1 1

Hi Miles 

I have the same problem as everyone above but can't find the answer in the thread.

I have customers who add their email via the newsletter banner in the shop. But then the customer receives no email to verify subscription and no customer subscriber information appears in my Customers tab in shopify?

Any ideas why?

Thank you

Nitasha

Marty8
Tourist
7 0 3

Hello,

New user to Shopify here.  I've got a whole store set up and everything works except for the newsletter subscription piece that everyone here is referring to.  I add my email in the subscriber box, get a confirmation box pop up and then I never receive an email .  I go into the admin panel and see the email address I used added and I can go into marketing and send emails as campaigns, but I cannot get that original confirmation email to go out with the discount code I've set. 

I've checked to make sure all the DNS records are there.

I've disabled all the captcha settings.

I've tried multiple email addresses.

Why is the the built in email not working for users that want to subscribe?

EmmaPMF
Visitor
1 0 0

Hi Miles,

 

We are in 2023 today and I am also encountering the same issue. I created a welcome email but after many tests, it seems that none of them is sent to a newsletter subscriber. Has Shopify been able to  automate emails? 

 

Thank you for you help!

Majadora
Visitor
1 0 0

I am having the same issue. I've tested the Shopify email newsletters and sent to myself on various email servers but when I officially send off my newsletter, I don't receive them, and neither do my customers. ALSO, I am not receiving emails that are redirected from my shopify email (myname@mydomain.com) to my gmail. I've been in contact with many people at Shopify regarding this issue only to be told it's gmail's fault. But seems to me like Shopify emails are really a problem all around. When you think of how hard we have to work to GET CUSTOMER emails in the first place, it's like Shopify is pretty much preventing its users from growing their business.

gheefish
Visitor
1 0 0

Hi,

Has anyone solved this yet? I have a found a weird work around (that could also be just coincidence?)
I have a site where I put two newsletter signups. One on the home page and another on a custom page I built just for signup.
I built it, modified the success email (with discount code) that automatically sends and tested it. Worked fine and we got a steady stream of signups.

Then I got one complaint, then another, from customers that weren't getting the discount code email.
However others were and I tore my hair out for a day until I realised that the newsletter on the Home page (which is part of the template) doesn't work and the custom page page I created (with a newsletter section) does.

(the page is very simple with a hero section and newsletter section

{% section 'hero-join-us' %}
{% section 'newsletter' %}

I even re built this as a test and the same thing occurred.

So it seems if you want the automatic emails to work you need to put the newsletter somewhere other than the Home page?
If someone has manged to make it work on the Home page...please let me (and everyone else screaming at their keyboards) know!

sunflower210
Visitor
1 0 0

I have exactly the same problem. Customers are subscribing but not receiving a confirmation email with their voucher code. Has anyone found a solution to this yet?

Nitasha_S
Excursionist
12 1 1
Hi so Shopify helped me validate my address. I think they changed their logic as the address was valid on google.
Everything started working fine after that.