Goal

This guide explains how to diagnose and fix missing alert emails sent by Securantis. It covers common causes: sender address, anti-spam filtering, scheduled tasks (cron), native sending functions of WordPress and PrestaShop, SMTP configuration and reading logs. You will find separate procedures for WordPress/WooCommerce and PrestaShop.

Prerequisites

• Administrator access to the Securantis dashboard (SaaS) to verify configured alert addresses.
• Administrator access to the WordPress or PrestaShop site (back office).
• FTP/SFTP or hosting access to consult PHP/mail logs if necessary.
• Do not send passwords by email: follow secure access procedures if a paid intervention is required.

Overview of steps

1. Verify the recipient address and the sender address in the Securantis interface.
2. Check the recipient's spam/quarantine folders.
3. Verify that the scheduled task (cron) on the CMS/host side runs.
4. Test the CMS native sending function (wp_mail for WordPress, PrestaShop Mail system).
5. Test or configure a reliable SMTP relay.
6. Consult sending logs on the CMS and server sides.

General checks (all platforms)

• Recipient address: ensure the email specified in Securantis is correct, without typos, and can receive notifications (inbox not full, no autoresponder that blocks).
• Spam / quarantine: ask the recipient to check the spam folder, filters, and quarantine on the provider side (e.g. Office 365, Google Workspace). Add the sender address to the approved senders list.
• Mail filters / rules: some accounts automatically redirect or delete emails according to rules (especially in enterprises). Check with the mail administrator.
• Hosting-level blocking: if native PHP sends are used, some hosts limit or block outbound emails to prevent spam.

WordPress / WooCommerce

Specific goal: verify that alerts triggered by the Securantis plugin reach the site's sending server.

Detailed steps:

1. Test native sending: temporarily install an email test plugin (test SMTP / mail) and send a test email from the admin. If the test fails, the issue is with the site's sending service.
2. Check WP cron: many alerts are triggered by scheduled tasks. Confirm that wp-cron runs regularly. On shared hosting, prefer a system cron job hitting wp-cron URL every 5–15 minutes.
3. Review the Securantis plugin settings in WordPress: ensure notifications are enabled and the recipient address is correct.
4. Logs: check PHP error logs or the plugin logs if provided in the interface. Look for errors related to wp_mail or timeouts.
5. If native sending is blocked, configure an SMTP relay: install a reputable SMTP plugin, configure an SMTP account (external provider: SendGrid, Mailgun, hosting SMTP or Microsoft/Google relay). Test sending via this relay.

Cautious settings:

• Use an authenticated SMTP relay rather than native PHP sending for reliability.
• Do not enable an SMTP relay without checking the provider's sending limits.

Common errors and troubleshooting:

• Email test fails: check SMTP credentials and port (25/587/465), TLS/SSL encryption.
• Emails sent but never received: check SMTP test headers (250 OK response or error message). Contact the mail administrator if rejected by the recipient.
• Internal cron (wp-cron) not triggered: set up a system cron job.

PrestaShop (1.7 to 9)

Specific goal: verify the built-in sending system and the Securantis module configuration for sending reports and alerts.

Detailed steps:

1. Test sending via PrestaShop back office: in PrestaShop email settings, use the test function to send a message. If the test fails, the issue is on the site mail side.
2. Verify the Securantis module configuration: ensure event/alert sending is enabled and the recipient address is correct.
3. Cron and scheduled tasks: some reports may depend on scheduled tasks from the module or the host. Check that external CRONs configured at the host are running.
4. Logs: consult server logs and PrestaShop logs (if enabled). Look for SMTP errors or timeouts during sending.
5. If native sending fails, configure an SMTP relay in PrestaShop email settings (Parameters > E-mail). Use a reliable provider and test sending.

Cautious settings:

• Prefer an authenticated external SMTP with known limits rather than mail() if the host restricts it.
• Enable TLS when required by the provider.

Common errors and troubleshooting:

• PrestaShop indicates "sending failed": note the exact error message and test the same credentials in a mail client.
• Emails are sent but marked as spam: check SPF, DKIM, DMARC for the sending domain (see precautions below).

SMTP, SPF, DKIM, DMARC and sending reputation

• If you use your domain to send alerts, verify DNS records: SPF must authorize the SMTP relay; DKIM signing if available; DMARC for reporting. Missing these records increases the risk of being marked as spam.
• If you use a third-party service (Mailgun, SendGrid, etc.), follow their domain authentication procedure.

Reading logs and information to collect

Before contacting support, gather:

• Exact date/time of the missing alerts.
• Configured sender address and recipient address.
• Results of sending tests from WordPress/PrestaShop (screenshots or error messages).
• SMTP response or excerpt of headers if available.
• Indication if you recently changed SMTP provider or modified DNS (SPF/DKIM).

Precautions and best practices

• Do not automatically delete alerts: in a security event, quarantine, restoration and deletion should be decided by a human.
• Never share passwords by email or chat. For any paid intervention, use the secure client area to transmit access after payment.
• Test any change on a pre-production site if possible to avoid production interruptions.

When to contact Securantis support

Contact support if:

• The above steps do not identify the cause.
• Logs show internal errors from the plugin/module or authentication failures on the Securantis side.
• You suspect Securantis is not sending notifications despite successful SMTP tests on the site.

Information to provide to support:

• Description of checks already performed (SMTP tests, cron, logs).
• Relevant error logs and screenshots of test messages.
• Timestamps and identifiers (without passwords): license and site name.

Quick recap (fast action)

1. Check recipient and spam folder. 2. Send a test from WordPress/PrestaShop. 3. Verify/run cron. 4. Configure an authenticated SMTP relay if native sending fails. 5. Validate SPF/DKIM/DMARC for the sending domain. 6. Collect logs and contact support if necessary.

By following these steps you will resolve the vast majority of alert email issues. If you need help configuring SMTP or analyzing logs, prepare the listed items and contact our support via the secure client area.