Support

December 4, 2019 at 4:45 am

Hi there,

Until now we have 5 registrations. In one of the registrations, two people subscribed but one of them cancelled.

You had 5 registrations and one of them cancelled, meaning that registration no longer applies, which would means you have 4 registrations with a status of ‘Approved’, right?

At this time, EE reports 9 available spaces and 4 registrations confirmed – but in the registration list I have 5 people!

That sounds correct, 13 available spaces, 5 registrations with 1 cancellation means 9 available spaces (4 approved registrations).

When someone cancels the registration it isn’t removed, its set with a status of cancelled and no longer applies to the sold values.

Can you a screenshot that shows the problem you see currently, please? It sounds as though everything is correct but I’ll need to see the ticket sales and registration list to confirm (you can mark your thread private so it is only visible to EE Support).

https://eventespresso.com/wiki/troubleshooting-checklist/#screenshots

December 4, 2019 at 10:30 am

Thank you for the screenshots, that helps.

May I ask, how did you cancel the other registration?
Just set the registration status to Cancelled and update?

December 4, 2019 at 1:13 pm

One more thing, I found out that the cancelled record was deleted. I recovered the record but the record counts kept unchanged.

Recovered from where? Do you mean recovered from ‘Trash’? If so, that’s fine.

I can’t think of a way this could happen with an offline payment method like you are using.

Please let me know if you need access to the back-office or any other type of information.

Admin access is unlikely to help here as those values are pulled directly from the database, but I’ll take a quick look.

You can send temp login details using this form:

https://eventespresso.com/send-login-details/

December 5, 2019 at 4:43 am

Ok, thank you for the login details, however as mentioned it doesn’t shed any light on why/how this happened and I can’t find any cause.

To fix this you’ll need to update values within the database to reflect the correct approved registrations count, I’m assuming you have access to some form of control panel with your hosts? If you are comfortable using it I can talk you through it.

Moving forward I’d recommend monitoring those values a little and take now of the actions taken which causes the miscount (if it happens again) so we can investigate further.

December 5, 2019 at 8:51 am

The sold values on the datetime/ticket are saved within the database row and not calculated on the fly, the top ‘Approved’ count is calculated on the fly.

So to fix this you need the ID of the Datetime and Ticket, to find those click the icon for each of them in the editor and in the bottom left of the advanced settings it will show you the IDs.

For the datetime fix you need {prefix}esp_datetime.

Find the ID DTT_ID and update the DTT_sold to the correct value.

Then to fix the ticket you need {prefix}esp_ticket.

Find the TKT_ID and update TKT_sold value.

That should be it.

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Usual disclaimer, you are working directly within the database here so take a backup before you make any changes, without a backup your on your own fixing this if you make a mistake.

December 6, 2019 at 3:19 am

You’re most welcome, I’m glad your back up and running.