Troubleshooting

This guide contains solutions for common setup, delivery, or configuration issues with the Magento 2 Email Marketing module.

1. Emails Are Not Sending

Issue Description

Campaign status shows "New" or "Processing" but no emails are arriving in customer inboxes.

Resolution Steps

  • Verify Magento Cron: The module relies on background cron schedules. Verify the cron jobs are running by checking system processes or database logs:
    php bin/magento cron:run
    Ensure the job webkul_emailmarketing_cron_job executes.
  • Verify Newsletter Subscription: Outbox queues exclude customers who are not newsletter subscribers. Go to Marketing → Communications → Newsletter Subscribers and confirm that target customers are active subscribers.
  • Verify SMTP Configuration: Ensure SMTP configuration is set up properly on your Magento store to send emails.

2. Open Tracking Statistics Are Empty

Issue Description

Campaign reports show emails as "Sent" but the "Open" column shows "No" even after customers view them.

Resolution Steps

  • Base URL Configuration: Verify your store's base URL configuration in Magento settings. If the base URL is misconfigured, the tracking pixel image URL will point to a broken address.
  • HTTPS/SSL Issues: If your storefront is running HTTPS, ensure your certificates are valid. Mixed-content security policies in email clients may block tracking pixels loaded from insecure (HTTP) sources.

3. Resaved Campaign Is Not Resending

Issue Description

A campaign that has completed running is edited and saved, but the queue status does not reset.

Resolution Steps

  • Verify Status: The auto-reschedule mechanism only resets campaigns that have completed their entire run (status Completed). If a campaign is still Processing, resaving it will not restart or purge the queue.
  • Check Cron Execution: If the status has successfully reset to New, verify the cron runs. The queue runner will process the rescheduled campaign next.