Troubleshooting Welcome Email Delivery

Problem: Someone buys a product from your site, and you can see in the DAP  “Manage Users”  page that they have been added as a user, but that user never gets an email with their login/password. All they get is the confirmation email from the payment processor.

You want to know: “How can I get my users to automatically receive a “welcome” email with their Id/password” from DAP?”

If the users got added and the user status is “A” in the DAP manage users page, but the user did not receive welcome email with their ID/Password, it could because:

No Thank-You Email Setup

[NOTE: In newer versions of DAP, “Thank-You Email” is now being called as “Welcome Email”. So wherever you see “Thank-You” below, please note that it’s the same as “Welcome”]

For that product, you did not set the ‘thank-you’ email subject/body in the DAP Products Page.

Select the product in DAP products page and set the thank-you message content as shown below.

Thank-You Email Setup, But Still No Email

You have set up the thank-you email message, but the email still did not get delivered.

Solution 1

The only time the Welcome Email is sent, is when a user is given access to a Product for the very first time. If you are trying to add a user to a product, and the user already has been given access to the product, then it won’t send out the welcome email the second (or subsequent) time(s). So make sure the user you’re testing with does not already have access to that Product. If she does, then remove access to the product before testing again.

Solution 2

Go to DAP Setup > Config > Basic and make sure the “Admin Email” is set to an ’email address that resides on your domain/hosting account where DAP is installed’ instead of say a gmail or hotmail or yahoo email address. Now, if you have done everything in terms of making sure there’s no reverse DNS lookup issues with your host but if there are still users who do not receive emails (and the email is not in their spam folder) :

Here’s what you can do:
1) Setup dap to generate default password (dap setup -> config -> advanced) and instruct users to change their password right after they log in.
2) Set up an autoresponder email in DAP to drip day 1 with the merge tag for login id/password. So even if the thank-you email is not delivered right after purchase, when the cron runs at the top of the hour, it will send out the id/password again.. in case they did not receive it the first time.

You can have dap connect to 3rd party smtp service like AuthSMTP.com to send out all autoresponder/broadcast emails for better email deliverability.

BTW, if you have tried everything and still the emails are not getting delivered or is landing in the SPAM folder, then please checkout our documentation on troubleshooting email delivery here:



Click Here to Leave a Comment Below 9 comments
Robin - August 27, 2010

Thank you — that fixed my problem.

Clare Josa - August 31, 2010

Thank you Ravi.
I hadn’t set up the email in the config.
Thanks for helping me fix the problem!

Karen - July 7, 2012

Having troubles with DAP not sending out the Welcome email or email to notify 3rd party.
I have the thank you email setup and the email in the config settings but still no emails being sent. The email address in on the server of the site that DAP is on. Emails are not going to spam folder they just don’t appear to be sent at all.

Your last two suggestions – getting the users to change their passwords immediately or waiting till a chron job runs to send them their details are not good solutions as they will cause support issues.

How can I get the thank you email with log in details to be sent? Currently this is a show stopper for us.


Karen - July 7, 2012

Thanks, I checked that page but having trouble with testmail script not working. When I run that script (having replaced the emails with my email address and the sending address) I get these errors:

Warning: Unexpected character in input: ‘\’ (ASCII=92) state=1 in /home/adminepp/public_html/testmail.php on line 8

Parse error: syntax error, unexpected T_STRING in /home/adminepp/public_html/testmail.php on line 8


Veena Prashanth - July 9, 2012

Looks like when you replaced the email address in line #8, you accidently deleted one of the “/” in the comment.

Replace the line#8 with this :

$from = “you@yourdomain.com”;

(NOTE: replace you@yourdomain.com with the email address that you want to use as the ‘from address’ to send test email).

Karen - July 9, 2012

Thanks for responding Veena,

I found the error with the script was related to me having used a text editor, i downloaded and used a code editor and then the script worked. Just wanted to write that here in case any other non-techo person has the same issue!

Now – onto the actual mail test – it worked. Mail was sent and received appropriately.

I have been undoing and redoing all of the settings and my Welcome email is being sent now – I still don’t know why it wasn’t…but oh well.

My 3rd party notifications are still not being sent though so I will keep trying to find the reason for that.

Thank you very much for responding to my queries.


Dan - October 28, 2012

I have a feature request… a WYSIWYG editor for HTML emails would be awesome 🙂

Tod Pellaton - June 28, 2013


I have two 3rd party smtp services setup in DAP. Authsmtp and sendgrid. I have tested both and they seem to work ok.

What happens if I enable both of them in the email>smtp tab? Do they alternate on which to use?

If it uses both equally then I may not have to spend more money upgrading the plans.

Thanks for help!


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