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Abandoned Bookings affecting available ticket numbers

Posted: August 13, 2018 at 3:51 am


August 13, 2018 at 3:51 am

We’ve noticed recently that if someone abandons their booking part way through the process, even if they haven’t paid and the booking hasn’t been confirmed it uses up one of the available tickets meaning that we’ve lost that space as no one can book on it. For example, on a Holiday Club booking with 20 tickets available, I have 13 confirmed bookings but for the customer on the front end of the site it says there are only 5 tickets available because of two abandoned bookings in the system.

I’ve tried trashing the abandoned and pending payment bookings and refreshing the events but it doesn’t seem to affect the numbers showing.

Can anyone help?

Thanks in advance!


  • Support Staff

August 13, 2018 at 4:09 am

Hi there,

How long have those 2 registrations been abandoned?

If you look ‘Rsrvd’ count on the Datetime and Tickets for the above event, does it show 2 for those abandoned regs?


August 14, 2018 at 8:44 am

On the event I’m looking at (although it is affecting more than just this one), the abandoned bookings have been abandoned since 1st July.

On the datetimes it is showing that 15 have been sold when it’s only 13 and in available tickets it says 13 sold but 15 regs. Then up at the top right in the update event bit it says 13 approved registrations and no pending or not approved.

Would screenshots help?

Thank you for your help again Tony!


  • Support Staff

August 14, 2018 at 9:06 am


It would actually be helpful to have a link to the page where it says there are 5 tickets available. Can you post a link to that page?


August 14, 2018 at 9:27 am

Not sure if you meant from customer facing end or in the admin bit?
This is what customer sees: (click on ‘see details’ to see ticket anomaly!)

This is from my side… (but I don’t know if you can see it!)


  • Support Staff

August 14, 2018 at 9:39 am

I don’t have access to the second link, but the first link is sufficient. Can you go to Event Espresso > Maintenance > Reset, then click on the “Reset Ticket and Datetime Reserved Counts” button?


August 14, 2018 at 10:36 am

I’ve just done that and it came up saying ‘The ticket and datetime counts were correct and did not need resetting.’

I’ve checked and nothing has changed on the events.


  • Support Staff

August 14, 2018 at 10:51 am

So something is causing the datetime sold counts to not decrement/reduce after someone abandons the registration process (where the ticket sold counts do correctly decrement). A few calls to the REST API endpoints show the same thing:
shows 13 tickets sold
shows 15 datetime spaces sold.

Instead of trashing the Abandoned and Payment Pending registrations maybe instead you could change their status to cancelled?


August 15, 2018 at 2:21 pm

They already have a cancelled status as well as being trashed. There is an option to ‘delete registrations permanently’. Shall I try that do you think?


  • Support Staff

August 15, 2018 at 2:29 pm

I don’t think that will help. If you can complete this form someone from Event Espresso support staff can reset those ticket & datetime reserved counts manually.


August 15, 2018 at 3:08 pm

Yup I can do that, no problem.

Just a quick query, it asks for temporary log in details…do I create you an admin log in for our site and give you the details for that?

Also in message and subject do I just summarise our issue here in it?

Thanks for your help.


  • Support Staff

August 15, 2018 at 3:11 pm

We recommend creating temporary access accounts because that way when we’re done, you can just delete the accounts. We also delete the form submissions when we’re done.

No need to add a summary of the issue in the form.


August 15, 2018 at 3:26 pm

Ok great, I’ve just filled out and submitted the form.


  • Support Staff

August 15, 2018 at 5:16 pm

We’ve received the form, but we’ll actually need the FTP information completed, so we can manually reset those two booking counts.

I do see the reason why the counts are off though. The abandoned registrations were related to a transaction that initiated the PayPal Standard gateway. The PayPal Standard gateway was deprecated a few years ago. So we recommend avoiding that one and instead, recommend using the PayPal Express gateway. You can use your same PayPal account with PayPal Express, and you can locate your PayPal Express credentials by following this guide:


August 19, 2018 at 10:09 am

Ah I’m glad you’ve been able to identify the problem and a solution. Thank you very much. We will get the PayPal Standard gateway replaced with the Express gateway on the site.

In the meantime, would you advise still filling in the above form again so you can manually reset our counts?


  • Support Staff

August 20, 2018 at 3:24 am

Hi there,

If you don’t want those current values resetting then we don’t need the FTP details, if you continue on with PayPal Express you shouldn’t run into the same problem again in the future but those events that currently have incorrect values will always be incorrect.

If you would like for us to fix those values, we’ll need the details.


August 21, 2018 at 12:34 pm

We’ve only got a week of Holiday Club events left (which was the main category affected by this) so I don’t think we need the current values resetting at this point. I’ve got our IT guy on the case with upgrading to the PayPal Express gateway so going forward hopefully this won’t be an issue anymore. Thanks for your help with this.

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Updated by  swoutdoorsgroup 1 year, 10 months ago ago

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