Home Forums Event Espresso Premium Accept – transaction sucessful but registration shows incomplete Accept – transaction sucessful but registration shows incomplete

Posted: January 11, 2019 at 5:22 pm


January 11, 2019 at 5:22 pm

We are at EE4 recent implementation. Version 4.9.75.p
We have about 200 registrations on our site in about 15 days.
We noticed via customer feedback that they did not receive the registration information or they receive an email as pending payment.
We checked and the payment was posted properly with all the information, but the transaction did not get set in EE as completed payment.
This happened to several registrations in multiple events. The same events had multiple successful payments.
Any idea what is happening? Any logs to look or enable?


  • Support Staff

January 11, 2019 at 8:34 pm

Hi Alex,

May I ask did this happen with all registrations or only some of them? If only some of them, you can go to Event Espresso > Transactions, then look in at the transactions that did not complete the registration. On that page, there will be a link to view additional transaction details. Within those details will be a user agent.

What may be happening is there’s a JavaScript error happening the final checkout page, which could happen on an older browser with some themes. So it will help to know the user agents of these transactions, and also to find out if the active WordPress theme supports the versions of those browsers.


January 12, 2019 at 12:08 pm

Hello Josh,
Thank you so much for your quick reply.

1. Duplicates
I did a reconciliation and compared the records between and EE4.
I see several cases with 2 transactions in and just one in EE4.
I found one case where the transaction was in but incomplete.
I end up calling the customers to figure out what happened.
Turns out that they said the site timed out and they started over.
I set the timeout to 15 minutes using tw_ee_change_session_lifespan.
Let me know if this scenario is possible: I think parents registering their kids are undecided and leave the registration process it on the last screen ready to pay for a while and when they actually decided to pay, the transaction goes to, but when sends the token with payment it times out.
Ideally, the payment button should not be allowed to be triggered if we don’t have at least a minute left for the timeout. Another idea would be to have a clock showing how much time is left for the registration session to expire.
I am afraid of leaving more than 15-20 minutes and holding all my signups once in some classes we have just 20 spots.
Any idea? What is the typically suggested timeout?

2. Your question on javascript error
By the time I send my first message, we manually applied the credit to it and the session information on browsers was gone. Good to know though! I will look for it next time.
3. Theme
We use Divi as the WP theme. Do you have any feedback on it? Any issue from other customers?
Thank you again


  • Support Staff

January 14, 2019 at 6:54 am


I can advise to remove that script that sets the timeout to 15 minutes. 15 minutes is not enough time, and you’ll continue to see issues like this one and other issues too. The default is 1 hour.

With regards to Divi, a number of folks have reported issues with using the Divi theme. Tou can review some of those issues from this list:


January 29, 2019 at 6:08 pm

I changed to 30 minutes for now. It apparently resolved.
Take a look in
They have a clock/timer going on the screen after selecting the number of tickets and gives you 8 minutes to complete the transaction. It would be very nice if EE4 could have that too!


  • Support Staff

January 30, 2019 at 7:39 am


You can add a countdown timer by adding the following code to your site:


You can add the above to a functions plugin or if available, into your WordPress theme’s functions.php file.


February 3, 2019 at 8:12 pm

That’s awesome! Thanks!

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