Why is my email verification not sending from my custom domain?

GumSlate
Visitor
3 0 0

Hello,

 

I have a store that I'm trying to set up. I'm using a custom domain. The domain is pointed at Shopify's servers, but the domain itself is still hosted by Namecheap. I'm trying to verify a no-reply email address at my new domain, and I have it set up in Namecheap that all emails that are sent to any address at my domain gets forwarded to my Gmail account.

 

I first tried to send the verification email last night and tried again today, but I haven't received the verification email. No error pops up when I click on the "Resend verification" button, and a pop-up shows "Verification email sent."

 

Is there any way to fix this? I had a different email that I was able to verify that was an iCloud email address, which forwards to the same email that this new email address should forward to, so I'm not sure what's going wrong.

Replies 12 (12)

Victoria
Shopify Staff
2161 150 253

Hi, @GumSlate

Welcome to the Shopify Community!

I understand you're using a custom domain from Namecheap. However, you're unable to receive a verification email despite the Verification email sent message you're seeing when clicking 'resend verification.'

 

To confirm, are you seeing Action Required next to your domain in the Settings > Domains section of your Shopify admin?

If you're not receiving the verification email, there are steps you can take from your admin to update the email on file and resend it.

 

To do this you can head to your Shopify admin > Settings > Domains section and select the domain to be edited. There will be a drop-down menu named Domain settings where you'll need to select Edit contact information. You will need to edit the email address to an inbox you currently have access to, at which time the verification email will be resent. The verification email will automatically resend after changing the email on file.

Let us know if the above steps have helped or if you're still having issues receiving the verification email.

Victoria | Shopify 
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GumSlate
Visitor
3 0 0

Hi Victoria!

 

Thanks for the advice! I found out that I missed the notification that I needed to verify my domain by adding a DNS record. So now the email is definitely verified.

 

However, the emails still aren't getting delivered to some addresses. I set up a draft order and tried to send an invoice to my Gmail address, but it never shows up there (not even in my spam folder). But the email does get delivered if I send it to an address hosted on my own personal server. So I'm thinking there might be some spam filter at Google that's blocking the emails? It's hard to tell without being able to see the email logs.

Victoria
Shopify Staff
2161 150 253

Thanks for following up, @GumSlate.

 

Glad to hear you were able to receive the email and verify your domain.

In regard to not receiving emails, is this affecting all emails connected to the store (ex. staff emails etc?) You mentioned that the email is delivered to other addresses and there's a possibility that Google may be blocking the emails. If that's the case, Google has a Sender Guidelines Help Center resource of steps you can follow to ensure messages are not being blocked. 

 

Another troubleshooting step to try is sending yourself/the affected emails a test notification. Please check out the steps below.

  • From your Shopify admin, go to Settings > Notifications.
  • Scroll down to the Staff order notifications section
  • Click the trash icon to delete any recipients that are not receiving notifications as expected. 
  • Click the Add Recipient button and re-add the email address.
  • Click Save.
  • This should trigger the proper creation of these notification subscriptions, and going forward they should send through courier as normal.

 

I hope this helps!

Victoria | Shopify 
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GumSlate
Visitor
3 0 0

Hmmm, after some more testing, it seems like all test emails and customer-facing emails deliver fine to Gmail. The only one that doesn't is when I create an order on the back end and send an invoice.

 

This shouldn't be a big problem for me as I won't be making orders manually for real customers.

Victoria
Shopify Staff
2161 150 253

Thanks for advising!

If you'd like our team to investigate this more closely, you can reach us through the Shopify Help Center by creating a support request.

Victoria | Shopify 
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babychairco
Visitor
1 0 0

Hello there, i have run into the same problem! what dns did you add to get the verification email?

Robban
Shopify Partner
1 0 0

I have the same issue, i bought a domain of shopify but i need to verify it through a message sent to my mail but it never sends i've clicked more than 100 times, i even changed the email in contact information for domain settings and it still won't send help asap

 

Victoria
Shopify Staff
2161 150 253

Hi, @Robban.

 

Welcome to the Shopify Community, and thanks for joining the thread.

 

Thanks for trying those steps of editing the contact information. To confirm, are you receiving other Shopify emails?  

Victoria | Shopify 
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AmbrosiaHarvest
Visitor
1 0 0

Hi Victoria, I am having this same issue. I receive sales notifications but when I try to verify my email under Settings --> Notifications, the verification email never comes through after 100+ attempts. We do use G-Suite and Shopify emails have been whitelisted.. All domain contact info is correct in Shopify and like I said, we can receive sales notices but cannot send invoices directly, which is essential. Please help!

Gratefully,

Anthony & Sara
Founders of Ambrosia Harvest
www.ambrosiaharvest.com

In Good Health
Greta
Shopify Staff
1144 122 147

Hi, @AmbrosiaHarvest!

 

Thanks for reaching out. It appears we’ll need to access your account in order to investigate the issue further. While we’re not able to provide account-specific support via the Community at this time, we’d be happy to continue assisting you through our Help Center. Simply enter the details of your issue into the chat assistant and click I still need help to be connected with a Support Advisor. 

 

Please let me know if you have any other questions! 

Greta | Shopify 
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CCL2
Tourist
3 0 1

If the domain verification time runs out before Shopify fixes the problem will I have to pay again and get robbed or will Shopify give me it again for free because this is making me mad

Erin
Shopify Staff
993 131 157

Hi, @CCL2. We'd need to see more information from your account about the issue you're expereincing to advise further on this. Please reach out to our support team through the Help Center here for more help.

Erin | Shopify 
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