Why aren't my customer email notifications working properly?

Shopify Discussion
1

Hello,

I will appreciate very much your help with the following. My domain is authenticated and added store email on Notifications. The website is just running fine. However, email notifications (new account welcome, etc) are not going through. I created the CNAME and A records as instructed. So have no clue what’s going. Hope someone here can help.

Thanks

2

Hi @Gochotex

I see what you’re dealing with, and it can definitely be frustrating when email notifications don’t work even after setting everything up correctly. Since your domain is authenticated, store email is added, and you’ve created the necessary CNAME and A records, let’s go through some troubleshooting steps to pinpoint the issue.

1. Double-Check Your DNS Records

Even though you’ve set up the CNAME and A records, it’s worth verifying them again. Sometimes, DNS changes take time to fully propagate (up to 48 hours). You can check this by using MXToolbox to see if your records are correct.

For Shopify, the CNAME should be:

Make sure there are no extra or duplicate records interfering with these.

2. Check Your Store Email Settings

Go to Settings → Notifications and ensure that your sender email is set up properly. If you’re using a custom domain email (like hello@yourdomain.com), make sure it’s verified and matches the domain authentication records.

3. SPF & DKIM Authentication

If your emails are landing in spam or not delivering at all, you might need to add Shopify’s SPF & DKIM records. Check with your domain provider and add these if missing:

  • SPF Record: v=spf1 include:shops.shopifyemail.com ~all
  • DKIM (CNAME Records):

4. Test Different Email Types

Go to Settings → Notifications and manually send yourself a test email for:

  • New account welcome
  • Order confirmation
  • Password reset

If some emails go through but others don’t, Shopify might be blocking certain notifications due to email settings or content filtering.

5. Check Your Spam/Junk Folder

Sometimes, emails are working fine but land in spam. Ask a test customer (or yourself) to check their junk folder. If this happens, adding Shopify’s sending address to the safe list can help.

6. Try a Different Sender Email

If you’re using a free email like Gmail, Yahoo, Outlook, Shopify won’t let you authenticate it properly. Instead, use a business email from your domain (like support@yourstore.com).

7. Contact Shopify Support

If you’ve checked all this and it’s still not working, Shopify’s support team can check their mail logs to see if emails are being sent or blocked.

Hope this helps! Let me know if you need more details or extra help.

Thanks
Daisy