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Posted: June 7, 2018 at 4:29 pm


June 7, 2018 at 4:29 pm

Hi there, we’ve been having an issue with what we think is a small but continual number of customers.

When students register through the EE4 checkout, some have selected 1 seat, but when they click “submit” I think they’re clicking it multiple times or something, as the student profile only gets created once in EE4 but the portal sees two CC charges go through with simultaneous timestamps.

Any advice appreciated!


  • Support Staff

June 8, 2018 at 4:13 am

Hi Peter,

Has this happened fairly recently on the site? .

If you’ve had this happens recently I’d like to take a quick look over the payment logs on the site to see if I can spot anything there, would that be ok?

If so you can use this form to send login details:

Note I’ll also need details of which registration/transaction this happened on so I know which logs to view.


June 16, 2018 at 3:35 pm

Hi there, I just responded with the send login details form. I asked my wife for a rundown of the most recent incident, and she told me:

“Name **Removed**
Charged 240 x 2 on May 29 for June 9 course

Realized on June 4 that it had happened.

Only one spot taken up and one registration created.

Real transaction # 61114148087

when looking at cc used last four digits were 8688

When looking at transactions there were two simultaneous transations under than cc # for the same amount

Second erroneous transaction #61114147440 it was refunded and not attached to any registrant.


June 16, 2018 at 3:36 pm

Crap, didn’t mean to post D. L.’s name publicly in my post just now – I don’t see an edit option, may I please request that name be redacted so it doesn’t get search-engine indexed?



  • Support Staff

June 19, 2018 at 10:20 am

Hi Peter,

I saw your post over the weekend, we are usually available Mon-Fri but I try to check in on the weekend from time to time just to catch any emergencies/issues like the above and did so 10mins after you posted, at which time I simply removed the details requested.

Unfortunately, the payment logs on your site don’t go back long enough to investigate the double charge issue on that specific transaction and so far I’ve been unable to reproduce a double charge on any test account I’ve tested this with.

However, I do think the payment button should be disabled when payment is submitted until we receive a response from so I’ve created a ticket for some feedback from our developers.

In the meantime, if this does happen again I’d like to take a look at the payment logs to see exactly what is happening on your site as I can’t reproduce myself.

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Status: closed

Updated by  Tony 1 year, 11 months ago ago

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