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Booking for free event missing from Event Espresso

Posted: March 8, 2023 at 7:36 am


March 8, 2023 at 7:36 am


I am not sure if you can help with this.

We received booking emails from but can find no trace of the booking within EventEspresso. We confirm that every booking email we receive is in the website.

With this particular booking they used a discount code so the event was effectively free.

Do you have any ideas on how we can troubleshoot this. The booking page is not cached and the server company says there were no reported problems at the time of booking.

Any advice would be appeciated.


  • Support Staff

March 8, 2023 at 7:44 am

Hi there,

Did the user create multiple registrations at all or just the one above?


March 8, 2023 at 9:20 am

The was multiple registrations. Someone booked one person onto course A and several people on course B.

Everyone who was booked onto course B appeared in Event Espresso. The one person booked onto course A is missing.


March 8, 2023 at 9:35 am

Sorry, I got this wrong. It was one person booking people onto two different course and nobody appeared in event espresso.


  • Support Staff

March 8, 2023 at 9:43 am

It sounds like they’ve kept the session open and made multiple registrations, basically breaking/overwriting the line items for each registration as they’ve gone alone.

Do you have the Multi Event Registration add-on enabled?


March 9, 2023 at 2:40 am

Yes, I do have this activated.


March 9, 2023 at 2:42 am

So you think the booking may have timed out before this person finished the booking?

Is it possible / advisable to increate this time?

Thanks for you help.


  • Support Staff

March 9, 2023 at 4:58 am

So you think the booking may have timed out before this person finished the booking?

No, not timed out. Everything is linked via your PHP session, that’s how EE knows what/who each individual request is for.

Say you have Registration 1, it has a Transaction with ID 1 and then multiple related objects to the transaction (line items) which use the ID to form a relationship. You go through a registration and it generates all of the details within the database as part of your session.

When you finalize and hit the thank you page the session should ‘close’ and those details are final.

If the user managed to keep the session open and click back to another event EE doesn’t know any difference and creates new objects based on the session, but those now still relate to the original transaction and break the registrations.

I can’t think of any other way in which a registration would disappear as above.

Can you link me to 2 events I can register onto and create a new promotion code I can use to run a test registration?


March 13, 2023 at 6:09 am

This reply has been marked as private.


  • Support Staff

March 14, 2023 at 5:45 pm

The idea behind using the promo code is to test the same conditions that caused the issue, switching to use Invoice doesn’t really test the same conditions.

However, I’ve been testing this on a few of my test sites with various different events and configs and so far have been unable to reproduce it.

It does sound like someone the user above managed to keep the session open, but without being able to reproduce its really difficult to narrow down the cause. I have created a ticket for our developers to investigate this further and see if there is anything we can do on the thank you page try and make sure the session is cleared. However, I know we already do jump through a lot of hoops within the thank you page to make sure we grab a session and use it (otherwise the thank you page couldn’t work at all) and from that the session should clear.

I’d like to be able to give you a better answer here with some kind of solution to say this is how to prevent it happening, but unfortunately I can’t.


March 15, 2023 at 5:15 am

Thanks for your help with this. I think its maybe a one off and almost impossible to reproduce. They will keep an eye on things to see if it happens again.

Thanks again



  • Support Staff

March 15, 2023 at 8:24 am

Sorry I couldn’t help further, please do let me know if it happens again.

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