What this procedure is
This article helps you diagnose and fix Email sending error in PrestaShop. The goal is to act safely: identify the cause first, then apply the right fix.
Applies to: PrestaShop 8.x.
Why you would do this
- The site does not load or behaves intermittently.
- You need to return to a stable state without losing orders.
- You want to prevent the error from coming back.
Prerequisites
- Back Office or hosting access (cPanel/Plesk/FTP) to check logs.
- A recent backup (if you will change files/modules).
- For production stores, enable maintenance mode (recommended).
Quick diagnosis (before you change anything)
1) Confirm the exact symptom
- Emails do not arrive.
- SMTP test fails.
Expected result: you know whether it affects the whole store or only one area.
2) Identify what changed recently
Expected result: you can link the error to an update, module, theme, or server change.
Steps — Fix Email sending error
Step 1) Enable debug mode (to see the real error)
Goal: see the real message instead of a generic code.
If you have Back Office access: Advanced Parameters → Performance → enable Debug mode.
Expected result: you see a specific message (file/module) or a stack trace.
Step 2) Check server logs
In your hosting panel, look for Error Log or PHP logs.
Expected result: you find the line explaining the failure (missing extension, file not found, etc.).
Step 3) Apply common fixes
These are common causes:
- Bad SMTP settings.
- Ports blocked.
- Missing SPF/DKIM.
Recommended fixes:
- Configure SMTP.
- Try ports 587/465.
- Check spam and DNS.
Step 4) Clear cache and verify
Clear PrestaShop cache and test in a private window.
Expected result: the site loads again, or the error changes to a more specific one (which helps you continue).
Final verification
- Homepage, category and product pages load.
- Cart and checkout work.
- Back Office login works.
If something doesn’t work (common issues)
The error does not change
- Disable the last installed/updated module.
- Switch temporarily to a default theme.
- If you cannot access the Back Office, disable modules via FTP by renaming their folder (see the dedicated article).
Best practices
- Test updates in staging first.
- Keep PHP and extensions compatible with PrestaShop 8.x.
- Automate backups and keep history (not only the latest).