WWooshPayment docs
Troubleshooting

Email not arriving

Debug the "I didn't receive the verification / password reset / order notification email" problem. Outlook Junk, SPF/DKIM/DMARC, blacklist.

3 min read

TLDR: WooshPayment sends emails only to the merchant (verify, welcome, password reset, order notification, Apple Pay required) from noreply@wooshpayment.com via Resend. If they don't arrive, in 90% of cases they're in Junk/Spam (especially on Outlook/Hotmail). Below is the full diagnostic.

Case 1 — Email lands in Junk/Spam on Outlook/Hotmail

This is the most common case for the first sends. Outlook is particularly aggressive with new sender domains it has never seen.

Operational solution (recipient side)

  1. Open Outlook/Hotmail → Junk Email folder
  2. Find the "Verify your email — WooshPayment" or similar email
  3. Right click → "Not junk" → "Never block sender"
  4. Add noreply@wooshpayment.com to your contacts

From then on, subsequent emails land in the Inbox.

Technical solution (WooshPayment side — already configured)

DNS for the sender domain wooshpayment.com:

  • SPF (TXT record on root):

    v=spf1 include:secureserver.net include:_spf.resend.com -all
    • secureserver.net is the GoDaddy mail server
    • _spf.resend.com authorizes Resend to send on our behalf
    • -all (hard fail) for unauthorized email

  • DKIM (CNAME resend._domainkey.wooshpayment.com): configured using the records provided by the Resend dashboard

  • DMARC: not published. Roadmap.

DNS propagation

After DNS changes: typically 5-60 minutes, up to 24h worst case.

Verify:

dig TXT wooshpayment.com +short
# Must include: v=spf1 include:secureserver.net include:_spf.resend.com -all

Case 2 — Email not even in Junk

If you see absolutely nothing:

  1. Search the whole mailbox for wooshpayment (sometimes modern clients hide emails in archives)
  2. Check "Email history" or "Filters" for any rule deleting or moving messages
  3. If you use a custom business domain email (e.g. you@yourcompany.it), check that your mail provider (Aruba, Register, GoDaddy) isn't running an aggressive server-side anti-spam. This happens on PEC + some smaller Italian providers.

Case 3 — Customer email with a typo

It happens that a merchant registers with mail@gmial.com instead of gmail.com. Nothing to do except:

  • Re-register with the correct email
  • Or write to us at noreply@wooshpayment.com with proof of identity for a manual email change

Types of emails we send

For the full list see Transactional emails. Summary:

  • email_verify (at signup)
  • welcome (at signup)
  • password_reset (on request)
  • merchant_order_notification (on every order)
  • apple_pay_registration_required (if auto-register fails)

All go to the merchant, none to the end customer.

End customer says they didn't get the order confirmation

The "order confirmed" emails are sent by your Shopify/Woo store, not us. So:

  • Check the Shopify Admin panel → Settings → Notifications → Customer notifications
  • Check the Woo panel → Settings → Email
  • The template is your store's, the sender is your store. If it doesn't arrive, it's a deliverability problem on your domain (requires DKIM/SPF on yourstore.com)

Things NOT to do

  • Don't send bulk newsletters from the WooshPayment email — we are transactional only, not an ESP. For newsletters use Mailchimp, Brevo or your preferred ESP
  • Don't request password reset 50 times in a row — the rate limit blocks for 15 min
  • Don't add wooshpayment.com to your personal blocklist by mistake

Advanced diagnostics

Verify our domain's SPF/DKIM records

# SPF
dig TXT wooshpayment.com +short
 
# DKIM (Resend)
dig CNAME resend._domainkey.wooshpayment.com +short

Verify sender domain reputation

mxtoolbox.com → "Domain Health Report" on wooshpayment.com. It must be green on all main checks.

Verify a single send

If you have a specific transaction/order ID:

  • Internally Pino logs (90-day retention) track every send with to, subject, attempts, errors
  • If you need a specific log, write to us at noreply@wooshpayment.com with the recipient email and approximate date

When to contact us

After the checks above, if emails still aren't arriving:

Write to noreply@wooshpayment.com attaching:

  • Problematic recipient email
  • Type of email you were expecting (verify, password reset, etc.)
  • Approximate date and time
  • Output of dig TXT wooshpayment.com +short and dig CNAME resend._domainkey.wooshpayment.com +short

Average response time: 4h business hours.