Replies: 3
Hello! We’re using the free version of WP Mail SMTP and just ran into an issue. One customer tried to get a password reset email, but never received it. I did some digging and saw that those emails couldn’t be sent. All other emails coming from WordPress / WooCommerce work just fine (WP Mail test email, WooCommerce mails such as order confirmation, account creation, payment confirmation, etc.). Only the password reset email can’t be sent due to SMTP Error: Could not authenticate.
We are using Office365 via the custom configuration (SMTP-Server: smtp-mail.outlook.com, TLS, Port 587, SMTP Username set via GUI, Password defined in wp-config.php. I tried changing the Office365 password, but the issue prevails.
Log:
Mailer: Other SMTP-Connection
SMTP Error: Could not authenticate.
Debug-Output:
Connection: opening to smtp-mail.outlook.com:587, timeout=300, options=array()
Connection: opened
SERVER -> CLIENT: 220 FR0P281CA0269.outlook.office365.com Microsoft ESMTP MAIL Service ready at Tue, 27 Feb 2024 11:51:36 +0000
CLIENT -> SERVER: EHLO www.domain.com
SERVER -> CLIENT: 250-FR0P281CA0269.outlook.office365.com Hello [89.107.184.60]
250-SIZE 157286400
250-PIPELINING
250-DSN
250-ENHANCEDSTATUSCODES
250-STARTTLS
250-8BITMIME
250-BINARYMIME
250-CHUNKING
250 SMTPUTF8
CLIENT -> SERVER: STARTTLS
SERVER -> CLIENT: 220 2.0.0 SMTP server ready
CLIENT -> SERVER: EHLO www.domain.com
SERVER -> CLIENT: 250-FR0P281CA0269.outlook.office365.com Hello [89.107.184.60]
250-SIZE 157286400
250-PIPELINING
250-DSN
250-ENHANCEDSTATUSCODES
250-AUTH LOGIN XOAUTH2
250-8BITMIME
250-BINARYMIME
250-CHUNKING
250 SMTPUTF8
CLIENT -> SERVER: AUTH LOGIN
SERVER -> CLIENT: 334 XXXXXX
CLIENT -> SERVER: [credentials hidden]
SERVER -> CLIENT: 334 XXXXXX
CLIENT -> SERVER: [credentials hidden]
SERVER -> CLIENT: 535 5.7.139 Authentication unsuccessful, the user credentials were incorrect. [FR0P281CA0269.DEUP281.PROD.OUTLOOK.COM 2024-02-27T11:51:43.516Z 08DC35A09D038FD5]
SMTP ERROR: Password command failed: 535 5.7.139 Authentication unsuccessful, the user credentials were incorrect. [FR0P281CA0269.DEUP281.PROD.OUTLOOK.COM 2024-02-27T11:51:43.516Z 08DC35A09D038FD5]
SMTP Error: Could not authenticate.
CLIENT -> SERVER: QUIT
SERVER -> CLIENT: 221 2.0.0 Service closing transmission channel
Connection: closed
SMTP Error: Could not authenticate.WooCommerce
/home/www/domain.com/wp-content/plugins/woocommerce/includes/emails/class-wc-email.php (line: 704)
Backtrace:
[0] wp_mail called at [/home/www/domain.com/wp-content/plugins/woocommerce/includes/emails/class-wc-email.php:704]
[1] WC_Email->send called at [/home/www/domain.com/wp-content/plugins/woocommerce/includes/emails/class-wc-email-customer-reset-password.php:114]
[2] WC_Email_Customer_Reset_Password->trigger called at [/home/www/domain.com/wp-includes/class-wp-hook.php:324]
[3] WP_Hook->apply_filters called at [/home/www/domain.com/wp-includes/class-wp-hook.php:348]
[4] WP_Hook->do_action called at [/home/www/domain.com/wp-includes/plugin.php:517]
[5] do_action called at [/home/www/domain.com/wp-content/plugins/woocommerce/includes/shortcodes/class-wc-shortcode-my-account.php:343]
[6] WC_Shortcode_My_Account::retrieve_password called at [/home/www/domain.com/wp-content/plugins/woocommerce/includes/class-wc-form-handler.php:1019]
[7] WC_Form_Handler::process_lost_password called at [/home/www/domain.com/wp-includes/class-wp-hook.php:324]
[8] WP_Hook->apply_filters called at [/home/www/domain.com/wp-includes/class-wp-hook.php:348]
[9] WP_Hook->do_action called at [/home/www/domain.com/wp-includes/plugin.php:517]
[10] do_action called at [/home/www/domain.com/wp-settings.php:665]
[11] require_once called at [/home/www/domain.com/wp-config.php:97]
[12] require_once called at [/home/www/domain.com/wp-load.php:50]
[13] require_once called at [/home/www/domain.com/wp-blog-header.php:13]
[14] require called at [/home/www/domain.com/index.php:17]System information
`
### WordPress Environment ###
WordPress address (URL): https://www.domain.com
Site address (URL): https://www.domain.com
WC Version: 8.6.1
REST API Version: ✔ 8.6.1
WC Blocks Version: ✔ 11.8.0-dev
Action Scheduler Version: ✔ 3.7.1
Log Directory Writable: ✔
WP Version: 6.4.3
WP Multisite: –
WP Memory Limit: 1 GB
WP Debug Mode: –
WP Cron: ✔
Language: de_DE_formal
External object cache: –
### Server Environment ###
Server Info: Apache
PHP Version: 8.1.27
PHP Post Max Size: 21 MB
PHP Time Limit: 30
PHP Max Input Vars: 1000
cURL Version: 7.74.0
OpenSSL/1.1.1w
SUHOSIN Installed: –
MySQL Version: 10.11.7-MariaDB-1:10.11.7+maria~deb11
Max Upload Size: 20 MB
Default Timezone is UTC: ✔
fsockopen/cURL: ✔
SoapClient: ✔
DOMDocument: ✔
GZip: ✔
Multibyte String: ✔
Remote Post: ✔
Remote Get: ✔
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Secure connection (HTTPS): ✔
Hide errors from visitors: ✔
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WPini Update Toolkit: by WPini – 5.0
WP Image CAPTCHA: by WP Image CAPTCHA – 3.3.13
Contact Form 7: by Takayuki Miyoshi – 5.8.7
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Name: Avada Child
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WooCommerce Support: ✔
### Templates ###
Overrides: Avada/woocommerce/cart/cart.php
Avada/woocommerce/checkout/form-pay.php
Avada/woocommerce/checkout/review-order.php
Avada/woocommerce/checkout/thankyou.php
Avada/woocommerce/loop/loop-start.php
Avada/woocommerce/single-product/add-to-cart/variable.php
Avada/woocommerce/single-product/short-description.php
Avada/woocommerce/single-product/tabs/additional-information.php
Avada/woocommerce/single-product/tabs/description.php
Do you have any idea what could cause this?
Thanks
Stefan