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: published in monitoring mode (p=none). Before full money-path certification we move it to at least p=quarantine.

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 hello@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)
  • customer_order_confirmation (to the end customer after the store order is created)
  • merchant_order_notification (to the merchant on every order)
  • apple_pay_registration_required (if auto-register fails)

The first three go to the merchant; the order confirmation goes to the end customer with the store name as sender.

End customer says they didn't get the order confirmation

The customer order confirmation is sent by WooshPayment via Resend, branded with the store name. So:

  • Check Dashboard → Orders and confirm the order is COMPLETED
  • Check checkout/live logs for server_customer_order_email with sent: true
  • If sent: false, the email provider did not accept the send: check Resend/fromEmail configuration or contact support with the order token
  • If sent: true but the customer cannot find it: check Spam/Promotions, typo in the customer email, and sender-domain blocks
  • WooCommerce may also send Woo emails if enabled: those depend on your store, but they do not replace the certified WooshPayment confirmation

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 hello@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 hello@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.