How to Troubleshoot WP Mail SMTP

Do you need help with WP Mail SMTP? Our support team can help you troubleshoot any issues you might be stuck on, but we’ll need your help to ensure the best and most efficient support.

In this tutorial, we’ll discuss questions you should consider before reaching out to support. These are the most common causes of issues, and addressing them may even resolve the issue for you.

  1. Is WP Mail SMTP’s Setup Complete?
  2. Are Email Settings Accurate?
  3. Is WP Mail SMTP Fully Updated?
  4. Is WordPress Core Fully Updated?
  5. Is Your Hosting Service Up-To-Date?
  6. Could Another Plugin Be Causing a Conflict?
  7. Is Support Still Needed After Steps 1-6?

1) Is WP Mail SMTP’s Setup Complete?

Before checking any other details, it’s best to make completely sure that the WP Mail SMTP setup is complete on your site.

Here are a few of the most common setup issues that we see, and which you can quickly check:

  • Mailer: In order for WP Mail SMTP to improve email delivery on your site, you’ll need to select a mailer option. The default mailer on all WordPress sites is PHP, and so you must select a different mailer in order to move forward with the setup process.
  • From Email: Most mailers will allow you to choose your From Email. However, this doesn’t mean that any email address will work with equal effectiveness. You should always follow the advice in your specific mailer’s guide on what From Email to use.
  • Incomplete or Inaccurate Settings: After choosing a mailer and determining the proper From Email, there will still be more settings to complete for all mailers. Be sure to follow your mailer setup guide thoroughly, and to check all values for typos.

2) Are Email Settings Accurate?

If WP Mail SMTP’s test email is delivering successfully, but other emails from your site are not delivering, then please check on the following items:

From Email

The From Email in any plugins that send emails must match the From Email you set up in WP Mail SMTP. The easiest way to ensure these match is by going to WP Mail SMTP » Settings and checking the box labeled Force From Email.

Force From Email in WP Mail SMTP

Note: If the Force From Email checkbox is disabled, then this means your selected mailer already forces the From Email to be used site-wide.

Email Settings in Other Plugins

If email settings are misconfigured in other plugins, then your emails will not send successfully even if WP Mail SMTP is working.

For WPForms, you can follow our guide to ensure your notification email settings are set up properly. Be sure to check for any typos or formatting issues.

3) Is WP Mail SMTP Fully Updated?

Our team regularly releases updates for WP Mail SMTP. These updates add and improve functionality, and a past update may even have addressed the issue you’re seeing.

The first and most important step in troubleshooting is always to make sure the WP Mail SMTP plugin is updated. Ensuring this requires two steps:

  1. Check that your WP Mail SMTP license key is verified on your site.
  2. Go to Dashboard » Updates and see if an update for WP Mail SMTP is available.

4) Is WordPress Core Fully Updated?

To check if an update for WordPress core is available, log into your site and go to Dashboard » Updates.

If you see a notice that reads “You have the latest version of WordPress”, then you’re all set!

Check updates for WordPress core

If an update is available, though, be sure to run it. Keeping WordPress core up to date is critical for security and compatibility with plugins.

For more information, check out WPBeginner’s tutorial on why it’s so important to keep WordPress fully updated.

5) Is Your Hosting Service Up-To-Date?

Sometimes issues you see on your site can occur because a hosting service is not working properly or isn’t up-to-date with the latest WordPress requirements.

WP Mail SMTP currently requires PHP version 5.6 or higher. However, for your site’s overall security and stability we strongly recommend that you update your site to PHP version to 7.3 or greater (whatever the latest version is that is offered by your web host).

Note: If you’re using the Other SMTP mailer (and would prefer to try troubleshooting yourself before reaching out to your webhost), then the PHPMailer troubleshooting guide may help you to resolve the error(s) you see when attempting to send a test email.

6) Could Another Plugin Be Causing a Conflict?

If any other SMTP-related plugin is active on your site, this could prevent WP Mail SMTP from working.

To check this, log into your WordPress admin area. Then, open the Plugins page. Then you’ll just need to scroll through your site’s plugins list and deactivate any other plugin related to SMTP/improving email delivery.

7) Is Support Still Needed After Steps 1-6?

If you have tried all steps above but are still unable to resolve your issue, then you are ready to reach out to WP Mail SMTP Support.

Here’s how to help our support team provide the best possible assistance:

  • Please be specific about your current WP Mail SMTP setup, including what mailer you’re using and the error that you’re seeing.
  • Please be concise. If you have multiple questions or a longer message, consider using bullets or numbers to help keep your questions clear and distinct.

Submitting an Email Ticket
To access our paid plugin support, you’ll need to log into your WP Mail SMTP account and select the Support tab.

Support form in WP Mail SMTP account

Here you should see a form with the following fields. Please note an asterisk (*) will mark a required field.

  • Name*: This lets us know who we’re talking to.
  • Email*: This is the email we’ll send all replies to.
  • What can we help you with today?*: This helps us quickly identify the type of question you are asking.
  • Your Website*: The website will give us context for any issues you’re seeing.
  • Your Website Username and Your Website Password: This can help us to more quickly troubleshoot, and please create a temporary admin user if you prefer.
  • Issue/Message*: Please let us know the issue you’re encountering in a specific, concise description.

When you’re ready to click the Submit button, you should immediately receive an email to confirm that we’ve received your support ticket. A member of our support team will follow up with a response to your message as soon as possible.

Thanks for taking the time to look through our most common issues and solutions first! Our support will be happy to help further.