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Approved Registration without valid payment

Posted: June 3, 2020 at 11:34 am


marketing@pnw.usta.com

June 3, 2020 at 11:34 am

We’ve been experiencing issues with our EE registrations on and off for the last 6 months or so. The system will approve a ‘ticket’ registration, but the payment is not collected. The registration status is set to “pending”. Any suggestions.


Tony

  • Support Staff

June 3, 2020 at 12:55 pm

Hi there,

The system will approve a ‘ticket’ registration, but the payment is not collected.

Which payment method(s) are you using on the site?

The registration status is set to “pending”.

Which status are you referring to here?

The ‘Default Registration Status’ setting? If so, just to clarify, there are 2 locations for that setting, a ‘default’ value (used when you create new events) and then each individual event can override it.

Can you link me to an event I can run a couple of test registrations on?


marketing@pnw.usta.com

June 3, 2020 at 2:45 pm

Hi, We are using Stripe on the website. For the status, Default Registration Status is set to “Pending Payment”

Yes the link to a test registration is: https://rectennis.com/events/summer-camp-anchorage-delaney-park/


Tony

  • Support Staff

June 4, 2020 at 6:27 am

Ok, a couple of things stand out on the site.

You’re currently using 4.9.55.p which was released January 16, 2018

Whilst I’m not aware of any bugs that would cause this the first thing I would recommend is you update to the latest version. Any further troubleshooting would need to be done on that version as we don’t support older versions of EE.

Varnish caching is enabled on the site and whilst the headers of the pages used during checkout show they aren’t being cached (its the first thing hosts will point out when we state caching is the problem):

via: 1.1 varnish
x-cache: MISS, MISS

We often see sites showing the above and still cached in some way or another. maybe not page caching but object caching.

If you open up the EE Transactions for registrations that show this problem and then look at the ‘Transaction Items’ (HERE) what do you see?

If it shows a an empty table, something is happening to wipe out the registrations/transaction line items and we only ever see that with cached responses. The line items ‘build’ out the transaction so if they are wiped out there is effectively nothing to pay and so when the session closes the registration is approved.

If you do see items shown in that location, can you post a screenshot of registration and the transaction so I can take a look? (You can mark your reply private so only EE staff can view it)

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Updated by  Tony 3 months, 4 weeks ago ago

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