Email Troubleshooting
99% of email issues are related to your local environment (ie your PC or device, internet service provide etc)
The email server almost never changes and is usually the last link in the chain, so is the last place to look.
Before raising a ticket for email, ensure you have completed all local troubleshooting first - your environment may be unique, but here are some generic tips
- Webmail - always log in here first
- is using Audienceware mail, that will be currently www.zoho.com/mail (ignore SSL warnings, this server is known to you)
- login with your email address and password provided by your admin upon setup, or one you have changed yourself in webmail
- NOTE - type the password in fresh - don't use a password 'rmembered' by the browser as it may be different
- if you can login, this proves the server is working and your password is working - your issues are local
- if your password is wrong - ask admin for a reset - you can set your own again in webmail
- Check your email settings
- in Webmail, see setting 'Email Forwarding and POP/IMAP' - follow the instructions
- use SSL
- Check all your devices
- a single incorrect password on any device sharing an ip address could result in a blocked IP
- make sure you update all your devices
- if necessary, IMAP accounts can be deleted and readded safely on an iphone or ipad
- Send and receive an email to from and to your own account
If problems persists - raise a ticket.
Website Troubleshooting
To eliminte the possibility that there is some malware in your browser.
First, do a comparison in a private browser (Incognito)
- see https://support.google.com/chrome/answer/95464?hl=en&co=GENIE.Platform%3...
- confirm that your website appears normal
Then clear your browser cache and delete any cookies for your website
- you don't have to clear all, as they are useful, so follow this to remove specific ones
- https://support.google.com/chrome/answer/95647?hl=en&co=GENIE.Platform%3...
- also clear anything matching the domain of any malware or redirects if relevant
- close and reopen the browser
- confirm that your website appears normal
PayPal IPN (instant Payment Notifications)
IF you are seeing Contributions with status 'Pending (Incomplete Transaction)' but when you look in PayPal you see the payment was successful, then the issue is usually that CiviCRM is receiving the IPN.
Check that the IPN is correct based on the instructions https://docs.civicrm.org/sysadmin/en/latest/setup/payment-processors/recurring/#IPN%20notify%20URL
E.g. for a Wordpress site it would be https://yourdomain.com/CiviCRM/?civiwp=CiviCRM&q=civicrm/payment/ipn/1
The instructions to locate and update the PayPal IPN are provided by PayPal here
https://developer.paypal.com/api/nvp-soap/ipn/IPNSetup/?mark=ipn%20not#:....
Try to resend the IPN - see https://docs.civicrm.org/sysadmin/en/latest/setup/payment-processors/paypal-standard/
Also - try a live payment with your own account - as you have access to PayPal you can issue a refund.
If that doesn't resolve the issue, then proceed to raise a ticket for the Ssupport team to investigate further, with as much information as you can provide.