Order notifications via email not working

Technical Q&A

Topic summary

Order notifications to a specific [email removed] email fail, while notifications to other addresses (including the main admin and personal emails) are delivered successfully. The problematic [email removed] mailbox can send and receive other emails, and nothing appears in spam.

Clarifications: the [email removed] address is separate from the store’s main admin email. Tests confirm Shopify notifications reach all other tested addresses.

Latest guidance: escalate to Shopify’s Authenticated Support via the Help Center to investigate the specific address. A likely cause mentioned is that the [email removed] address may be on a suppression list.

Key term: suppression list — a blocklist used by email systems to prevent sending to addresses that previously bounced or reported spam, which can stop notifications from being delivered.

Outcome/status: no in-thread resolution. Next action is to contact Support for authentication and deeper diagnostics on the affected address. No images or attachments are required to understand the issue.

Summarized with AI on December 24. AI used: gpt-5.
3

Hi Imogen,

Thanks, yes I set up a specific [email removed] email address for the notifications to be sent to. This is separate to the main admin email.

I can send and receive order notifications to the main admin email, plus literally any other email addresses I have added to test (such as my personal address) they all work. Just the specific order email address will not work.

I can’t find any reason for it not working. The email account is working fine, both sending and receiving. There is nothing in spam… it is driving me crazy!