[SOLVED] Mailer not working reliably

Joomla 3.9.2
MySQL 5.6.40
PHP 5.6.40
CB 2.4.0
CBSubs 4.3.0 latest

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We noticed a significant drop in membership the last 3 months or so. We use the mailer function to send out a renewal reminder a week before membership expiry and we send out an expiry mail.

It seems that a large number of expiries are not getting the renewal reminder. I correlated the table #__cbsubs_mailer_sentmails with #__cbsubs_subscriptions for expired subscriptions (status X) in the month of December 2018. Of expired 199 expired subscriptions, only 126 emails were sent (matching on user_id). It went across plans, that is, it wasn't that some plans were sending reminders and others weren't.

I also set up a test case of a new subscription which I adjusted to expire in 10 days, and the 1-week email was never sent (not in the log), although others a day before and a day after were.

I am also wondering whether the emails on expiry are being sent, but I haven't found a way to check that, as it doesn't seem to go through the mailer function. Error logs show nothing of interest.

You'll need to provide your mailer configuration. If you configured it to send once per customer then the mailer will never send to the same user again in that case. A mail to be sent won't be logged if the person parsed through it doesn't qualify for any mailers.

Mailer config is attached.

The vast majority of missing emails are for the first membership expiring, so earlier emails would not have been sent.

How will a member not qualify for any mailers?

Here's the config for the specific mailer.

Some of our problem is due to specifying 1 email per user.

However, I have found many users with a single subscription who were never sent an email 1 week prior to expiry.

However, I have found many users with a single subscription who were never sent an email 1 week prior to expiry.

You have "do not send message if it's later than" set to "4 days before". So you've a 3 day window starting 7 days before they expire that they can qualify for the email. If you don't run the mailer queue every single day it's very possible users just didn't qualify based off the mailer configuration.