The order is held for a fraud check
Alva Digital Downloads holds the delivery email until the fraud check resolves. Open the order in the Alva admin: a Fraud queue status of Pending or Held means no email has gone out. Approve the order from the Fraud queue page to release the email and assign any license keys.
Alva admin order detail page showing the Fraud queue panel with a Pending status badge and the Approve / Reject buttons. Highlight the status badge and the Approve button. No real customer data visible.
Email delivery is disabled for the shop
The shop-wide email toggle in Settings → Email can be off. With it off, no automatic email sends for any order — the purchase still records and downloads stay accessible from the customer account, but the inbox stays empty. Re-enable Send delivery emails, then resend from the order's Downloads tab.
The recipient is on the suppression list
Postmark refuses any address that previously hard-bounced, marked Alva as spam, or was manually suppressed. Check the order's Email log: a row with status InactiveRecipient (Postmark error 406) confirms suppression. Ask the customer for a different address, then use Send to a different email on the order.
The email landed in spam or was blocked customer-side
Ask the customer to search every folder for the sender address shown in Settings → Email and to whitelist it. Corporate Microsoft 365 tenants and aggressive Gmail filters are the usual culprits. If the email log shows Sent or Delivered, the message reached their server — the next step is theirs.
Custom email domain DKIM is not verified
If you set up a custom sender domain, Alva only sends from it once Postmark confirms DKIM. Open Settings → Email → Custom domain: a DKIM status of Pending or Failed means Alva fell back to the default sender, which often lands in spam. Add the DNS record exactly as shown, click Verify, then resend.
See also
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Last updated 2026-05-06