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IMAP Issue, not getting customer messages

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Hi all,

Got a really big issue with my shop where I (shop admin) are not getting email notifications when customers send messages, request a refund or want to send something back. I am getting emails when a new order is being placed, but am currently having to manually check for messages & RMA requests by hand twice a day in case somebody has done something.


Am sure this may because my IMAP settings are wrong as each time I click on 'Run Sync' button, it comes up with a window stating :



TECHNICAL ERROR: unable to sync.



Error thrown: [object Object]

Text status: parsererror



The host that is running the PrestaShop and the email account is JustHost and you don't get the option to change any settings other than email address and password. So, with all the different tick boxes on the IMAP email page, does anybody know what tick boxes/info I should use and why the emails aren't working.


Thanks is advance


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  • 2 weeks later...

problem is in the javascript, solution is to change your template file: template/controllers/customer_threads/helpers/options/options.tpl with this


* 2007-2013 PrestaShop
* This source file is subject to the Academic Free License (AFL 3.0)
* that is bundled with this package in the file LICENSE.txt.
* It is also available through the world-wide-web at this URL:
* http://opensource.org/licenses/afl-3.0.php
* If you did not receive a copy of the license and are unable to
* obtain it through the world-wide-web, please send an email
* to [email protected] so we can send you a copy immediately.
* Do not edit or add to this file if you wish to upgrade PrestaShop to newer
* versions in the future. If you wish to customize PrestaShop for your
* needs please refer to http://www.prestashop.com for more information.
*  @author PrestaShop SA <[email protected]>
*  @copyright  2007-2013 PrestaShop SA
*  @license    http://opensource.org/licenses/afl-3.0.php  Academic Free License (AFL 3.0)
*  International Registered Trademark & Property of PrestaShop SA
{extends file="helpers/options/options.tpl"}
{block name="after"}
{if $use_sync}
 <fieldset><legend>{l s='Sync'}</legend>
  <label>{l s='Run sync:'}</label>
  <div class="margin-form">
   <button class="button" id="run_sync" onclick="run_sync();">{l s='Run sync'}</button>
   <p>{l s='Click to synchronize mail automatically'}</p>
   <div id="ajax_loader"></div>
   <div class="error" style="display:none" id="ajax_error"></div>
   <div class="conf" style="display:none" id="ajax_conf"></div>
 <script type="text/javascript">
  var ajaxQueries = new Array();
  function run_sync()
   for(i = 0; i < ajaxQueries.length; i++)
   ajaxQueries = new Array();
   $('#ajax_loader').html('<img src="{$smarty.const._PS_ADMIN_IMG_}ajax-loader.gif">');
   ajaxQuery = $.ajax({
 type: "POST",
 url: "index.php",
 data: {
  ajax: "1",
  token: "{$token}",
  syncImapMail: "1",
 dataType : "json",
 success: function(jsonData) {
  jsonError = '';
  if (jsonData.hasError)
   for (i=0;i < jsonData.errors.length;i++)
    jsonError = jsonError+'<li>'+jsonData.errors[i]+'</li>';
   jsonError = '<li>{l s='Sync success'}</li>';
   for (i=0;i < jsonData.errors.length;i++)
    jsonError = jsonError+'<li>'+jsonData.errors[i]+'</li>';

 error: function(XMLHttpRequest, textStatus, errorThrown)
  jAlert("TECHNICAL ERROR: unable to sync.\n\nDetails:\nError thrown: " + XMLHttpRequest + "\n" + 'Text status: ' + textStatus);


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Thank you for your help misthero, I tried your code and while it didn't come up with an error it just said 'Loading' and the animated circle came up and after 10 minutes of waiting, I went to a different page and cancelled it. In the end, I tried a different email address as I was using 'customer.services@' to 'shop@' and then after saving and clicking on the 'Run Sync' is came up with 'Nothing To Sync' within 2 seconds, so it would now seem that it didn't like my original email address, possibly because it had a full stop in the middle of the email address?

I sadly don't have time yet to test out several different email account with and without full stops before the '@' to prove my theory, but it does seem odd.

I also logged in as a customer to the front office and sent 4 different 'contact' messages to both the webmaster and customer services and all 4 times the customer received a receipt email and all 4 times I (the shop admin) also received a notification email about a new message.I didn't change any settings other than giving it a different email address & I know it wasn't that I had the password wrong before.

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hello Alan, that code is from the development version of prestashop on github: https://github.com/PrestaShop/PrestaShop/blob/master/admin-dev/themes/default/template/controllers/customer_threads/helpers/options/options.tpl


it only solves the javascript error you where getting before "TECHNICAL ERROR: unable to sync." etc..


i think by design prestashop does not sync every message on your mail account, it only sync messages that are replies to "customer service" message.


you can read it here: http://forge.prestashop.com/browse/PSCFV-8329

The sync feature, only sync answer message that you send to your customer using the customer service.


that sucks, I know, I would like to sync everything on the mail account too, if I'm able to find an hack to do that I will report it here...

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Thanks misthero,

I'm not worried about it syncing everything or anything, it was just that when a customer sent a message, I would not know about it until I actually logged into the back office and saw a '1' on the messages icon. Since I changed the email account to just 'shop@' it now emails me when somebody send a message.

Now, everything works except for credit notes where it can raise a credit note and emails the customer the code (which works when used), BUT it doesn't save it in the back office so when I go to look at the raised credit notes it says there are none, and when the customer looks at their credit notes area it also says there are none! Very odd. I will raise another topic to see if anybody can help.

Thank you again misthero, I was wondering if anybody was going to try and help as was on here for some time.

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  • 3 months later...


i have some problem with my customer service email

Trimis pe:
   13 Tue-Aug-2013
ID subiect:
ID mesaj:
   Content-Type: text/plain; charset=ISO-8859-1
   Cu stima,
   George Stoica
   Content-Type: text/html; charset=ISO-8859-1

   Cu stima,
   George Stoica

That is my receved message

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