Email Log
The Email Log is your central place to answer the question "Why didn't customer X receive an email?". It brings together all emails from the entire system in one place — whether triggered by an order, the CRM, an automation, or a delivery block.
| Recipient | Subject | Status | Source | Timestamp |
|---|---|---|---|---|
| anna.beispiel@example.com | Your order has shipped | ✓Sent | Transactional | 03 Mar 2026 09:12 |
| m.muster@example.com | Newsletter: What's new in your shop | •Queued | Workflow | 03 Mar 2026 09:05 |
| team.nord@example.com | Invoice No. 10456 | ×Bounced | Transactional | 02 Mar 2026 18:41 |
| kunde.beispiel@example.com | Reset your password | !Suppressed | CRM | 02 Mar 2026 16:03 |
/admin/email-logWhat can I do here?
- See all emails sent (or attempted) across the system in a single list
- Filter by status (Queued/Sent/Failed/Bounced/Suppressed/Not sent) and source
- Search by recipient or subject
- Click a single email to see details in a side panel
Step by step
- Use the search field to look for a specific recipient address or subject.
- Additionally filter by status, e.g. to see only failed emails.
- Filter by source, e.g. to see only emails from the CRM or from automated workflows.
- Click a row to open further details of the email in the side panel.
- Adjust the page size if needed to see more or fewer entries at once.
Fields explained
| Field | Meaning | Notes/Effect |
|---|---|---|
| Recipient | Email address the email was addressed to | |
| Subject | The email's subject line | |
| Status | Delivery status of the email | See values below |
| Source | Which area of the system triggered the email | See values below |
| Timestamp | When the email was sent or last changed status | |
| Delivery path | Which service the email actually went out through | Detail view only, and only for emails that were really sent |
| Provider reference | The identifier your sending service filed this email under | Detail view only. Quote this identifier when you ask your provider about the email |
Values & status
Delivery status
| Value | Meaning | What happens |
|---|---|---|
| Queued | Email is still waiting to be sent | |
| Sent | Email was sent successfully | |
| Failed | Sending failed technically | |
| Bounced | Email was rejected by the recipient's server | See Email Delivery Issues |
| Suppressed | Email was deliberately not sent (e.g. recipient blocked) | |
| Not sent | Sending was aborted before an email existed at all | The reason is shown in the detail view under "Error details". Most common case: the customer has no email address on file |
Source
| Value | Meaning |
|---|---|
| Transactional | Automatic emails related to orders/account (e.g. order confirmation) |
| CRM | Emails from customer relationship management (e.g. manually sent messages) |
| Workflow | Emails from automated processes/automations |
| Suppression List | Entries originating from suppression list management |
Frequently asked questions
Where do I find out why a specific email didn't arrive?
Search the Email Log for the recipient address. For "Failed" or "Bounced", the detail view shows further information about the cause.
What does the "Not sent" status mean?
The process ran, but there was nobody to send to, usually because the customer has no email address on file. Previously no entry was created at all in this case, so an email that was never sent looked exactly like one that was. Check "Error details" in the detail view and add the missing address to the customer or the record.
My sending service says it never received the email. How do I prove otherwise?
Open the detail view. If a "Provider reference" is shown, your sending service accepted the email and filed it under exactly that identifier. Quote it in the support case; it lets the provider find the email unambiguously.
What's the difference between this log and the Log tab in Email Templates?
This Email Log shows emails from the entire system (orders, CRM, automations, suppression list). The Log tab in Email Templates shows specifically the emails sent via a particular template.
Why do I see emails with status "Suppressed"?
These emails were deliberately not sent, usually because the recipient was automatically blocked due to previous delivery issues.
It says "This list is incomplete" at the top - what does that mean?
The Email Log is assembled from four sources (Transactional, CRM, Workflow, Suppression list). If one of them is not readable in your shop, the page still shows the others and names the missing one. The list is therefore not wrong, but incomplete - entries from the named source are missing. That is a setup problem on our side; please report it to support. Previously the same situation produced no page at all, just the message "Could not load email log".
The page says the log is unavailable for this shop. Are my emails gone?
No. The message only concerns the display: none of the four sources can currently be read. Sending and delivery continue unaffected. Please contact support and quote the technical reason shown in brackets in the message.
Can I resend a failed email from here?
This page is for viewing and diagnostics only; you trigger a resend from the original area (e.g. re-confirm an order or resend a CRM message).