Users may receive default emails instead of customised ones due to a mismatch in language settings. The customised email's language must match the recipient's language setting; otherwise, the default email is sent.
1. Check the language settings of your customised email by navigating to the settings in your account and going to Default Customer Settings > Emails and selecting the default email you are customising.
2. Check the language settings of your recipient(s) by logging in as Admin to your intended recipient(s), and navigating to their Settings > Language and checking the field for their Preferred Content Language(s).
Note: The languages will need to match exactly. If the language is the same but there is a difference in language variation, for example one is English (UK) and one is English (US), users will receive the default email instead of the customised one.
Additionally, ensure that the "Use Default Email Theme" option is disabled in the Default Customer Settings. If this option is enabled, users will continue to receive default emails despite customisations.