Although we debuted PAHT last year, and it ran with no issue, as we have begun offering PAHT for tickets this season, we have started to get complaints of customers receiving their receipt/confirmation email, but never getting the email with the ticket PDF.
After going over the logs in detail (all of which suggest that the files are made (which they are) and sent with confirmation of the SMTP server, I wondered if there was a link in the addresses being mailed to, and there was -- although they were a wide variety of names, all of them are domains (att.net, etc.) managed by Yahoo. Anecdotally, an number of people here have noticed that when testing orders or campaign mailings, emails tended to take a long time to appear when sent to personal Yahoo accounts (I've certainly observed this). We are not getting this complaint from all PAHT orders sent to Yahoo accounts, and to the best of my knowledge this has only recently begun happening.
Is anyone else having trouble with Yahoo? Does anyone know a good way to keep these emails from being dumped or placed in the Spam folder? It's ironic that the initial confirmation email seems to go through in all cases.
Have you seen an increase in the size of the base template from this year to last? Perhaps it's a size issue - we've experienced that a couple of times with orders of 5+ tickets being blocked due to recipient size restrictions.
Also, make sure the sender address is valid in your domain. Also also, I think Yahoo may be looking for SPF records now.
Thanks Nathan,
That was my firt thought, but actually we updated our ticket templates this year and they are now _smaller_. And none of these instances involved large batches of tickets.
The sender address is valid, and the sending server is basically the University of California at Berkeley mailserver...I'll double check about SPF status.