Users not receiving the licence key email

[digital monolith]

in last 2-3 weeks users have continuously complaint about not receiving the email with the licence key. but most(almost everyone) got the payment/receipt email.

they have checked their spams and other tabs, no luck

[uncut walrus]

This usually means the payment webhook/email flow is working, but your license delivery step isn’t.

Check these quickly:

• Are you sending the license email yourself or via Dodo?

  • Dodo only guarantees payment/receipt emails.
  • License delivery is typically your backend logic.

• Verify webhook delivery

  • Confirm payment.succeeded (or equivalent) is being received consistently.
  • Check for failed or delayed webhook attempts.

• Email provider issues

  • If you send the license email:
    • Check logs (SendGrid, SES, Resend, etc.)
    • Look for drops, bounces, or rate limits
    • Verify sender domain (SPF/DKIM)

• Race / async issues

  • If license generation fails or is slow, email may never send.
  • Add retries + logging around license creation.

• Wrong trigger event

  • Make sure you're not sending license on payment.created instead of payment.succeeded.

• User email mismatch

  • Confirm you're using the same email from the successful payment object.

If everything looks correct, add temporary logging per order (payment_id → email sent status) to pinpoint where it breaks.

[digital monolith]

@cobalt edge can you take a look at this issue.

[prime pier]

What's your business id?

[digital monolith]

bus_0NZUuyZLSZRvHK5589PJ7

[prime pier]

@mild swallow please look into this

This usually shouldn't happen in live mode

[digital monolith]

few are receiving the licence email and few are not,
so currently i have to manually fetch their licence-key from dashboard and share with them.