People sometimes do not receive e-mail from the site, including the password reset email

[mlncn]

Steps to take:

1. Identify how the site currently sends e-mail: https://acquia.my.site.com/s/article/4416271155479-Confirming-your-current-Acquia-Email-service
2. Switch to the best e-mail service available through Acquia (Amazon SES) or UNICEF (?)
3. Investigate deliverability through that platform

[mlncn]

(See also https://docs.acquia.com/cloud-platform/manage/platform-email/troubleshooting-platform-email/ )

[joanmneney]

ICTD recommended we use Google Workspace, @codingsasi, please let me know what is required here. Currently, users are not getting registration emails. A good example is a user I added on 13 March ahalima@unicef.org added on the production site.

[nishtha-pradhan5]

Hi @joanmneney , I'm not able to reproduce this issue. I received account creation and password reset mails from every domain. Is there a particular scenario or case where you see this happening?

[JMneney]

ICTD advised us to use Google Workspace, so its best we move to that.

This issue appeared the last time we had training, where many participants signed up concurrently and sometimes when signing up or adding few participants. It might not be easy to reproduce at the moment but recommendation to avoid the situation is changing the email engine

[nishtha-pradhan5]

@JMneney: We need Google Workspace account username and password from UNICEF team. And following need to enabled: "Allow less secure apps" and "IMAP Access" so that Drupal can access their Gmail account via SMTP.

[JMneney]

After discussing with UNICEF ICTD and QED, we agreed to raise a ticket with Acquia to follow up on why emails are not going out as expected.

@codingsasi and @nishtha-pradhan5: I would like to flag that we had this issue experienced today, 9 May 2023, in Zimbabwe during training. Users self-registered but couldn't get emails, although the system recognized their registration.

I hope this helps in following up on the issue.

[JMneney]

Flagging this issue for follow-up @KPQED42

[nishtha-pradhan5]

@JMneney, we discussed with Acquia support team, and it seems like we will have to go for a third party service for emails. According to their support team, the Platform Email service is provided as a courtesy and does not have any uptime or service level agreements associated with it.

This is the support ticket we raised, where you can find more info: https://acquia.my.site.com/s/case/5006g00000rni2mAAA/issue-with-email-delivery-for-user-registration-and-password-reset-production-environment Can you please share this info with ICTD team and let us know the next steps?

CC @KPQED42

[JMneney]

@nishtha-pradhan5, Thanks for this feedback.

Before we proceed with a 3rd part service for emails, I wanted to cross-check if we checked on our end and also found that everything is alright. @KPQED42

[KPQED42]

Updating the ticket with the comms we had on slack.