I didn't receive several online order alerts

Users can sign up to receive e-mail alerts when patrons or members make online purchases. Even though an Altru user may be signed up, you may notice that the emails are not being sent.  You may not receive email notifications for online donations, memberships, or tickets. When going to Administration > Undelivered mail, users may see the error: Local exception - An error prevented the service from uploading the email job.
Try the following in order to resolve the issue:
  1. Check your email junk folder.  If the email is in your junk folder, add the email address to the safe list, so you will receive these emails in the future.
  2. Go to Administration > Email services.
  3. Highlight the row and click “Enable” for each process (if not already enabled) 
    1. Email status poll       
    2. General purpose email poll     
    3. Transaction email poll
    4. If you receive the error: Either the account is locked out or the password specified is invalid, chat with support.
  4. Go to Web > Default Acknowledgement Email.
  5. Ensure an email address is defined in the From Address and the From Name is filled out.
  6. If none of these steps resolve the issue and you still aren't receiving email alerts, go to Administration > Undelivered email and see if the emails are listed here with an error. The error may say: An error prevented the service from uploading the email job - if the Default Acknowledgement was previously not completed (see steps 4 and 5)
  7. Go to administration > email services > see the your emails have been sent, but you are not receiving them
    1. Check with IT Department to see if emails are being caught in a network spam catcher
    2. Ensure that the following IP addresses are whitelisted
      1. ( -
      2. ( -
      3. ( -
      4. ( -
    3. See that you now receive email alerts again
  8. Chat with Support with the error from Undelivered Email.



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