Support

May 7, 2019 at 7:19 am

Hi there,

That can happen if the user is not being directed to the thank you page after submitting their payment.

Have you tested a payment with Stripe in Debug mode to confirm it all works as expected?

To do that you’ll need to disconnect the Stripe integration:

Event Espresso -> Payment Methods -> Stripe

Click the disconnect button, set ‘Debug Mode On?’ to Yes and save the settings.

Now reconnect the Stripe integration, it will be in debug mode which allows you to test a payment.

If you run through a registration and test it using that, does it work as expected?

Or if you enable Debug mode and then post here I’ll run a test registration to confirm.

May 7, 2019 at 9:27 am

I have just tested in the way you have suggested and have not replicated the issue completely, the test registration was approved but did not send out the ticket email?

If you look in Event Espresso -> Messages -> Message activity, can you see the ticket email listed there at all for that registration?

1. Is there a way to debug future payments/bookings/transactions so i can find out what the cause is next time this happens?

EE creates logs when payments are made with various pieces of information, you can find those within:

Event Espresso -> Payment methods -> logs

Click on the Log ID on the left to view each individual log entry, the TXN ID on the right takes you to the transaction but you use that value to know which logs are ‘grouped’ together on a transaction.

Every single payment can trigger multiple log entries there and the number of log entries for a single payment can change based on the request/response, however, all payments should be tied to a transaction so you can identify them.

Stripe is an ‘offsite’ payment method, meaning the user is directed to Stripe to pay through them directly then back to your site, but… with Stripe checkout that’s done within an iframe so it appears as though they don’t leave.

What that means is there’s only so much of the payment we can log… we can log the payment details sent to Stripe, and then their response but not very much between so if there’s an issue, we have to rely on Stripes response to log it (note that Stripe are considered one of the ‘better’ payment providers in this regard as their API usually provides plenty of details).

So if you find a registration that does this, you can check the logs there for entries tied to its transaction and see if any errors are shown there, you can also check the servers error logs to see if any errors are being thrown around the same time the payment has been made.

2. Is there a transaction ID that is passed to stripe? like the ID on the invoice ie: “203-9-1-1dd8” that i can track individual payments?

No, EE passes the First Name, Last Name and email address of the user registering and receives an ID from Stripe if they make a payment, that value is saved within the transaction like this – https://monosnap.com/file/8f01fW27G994OjYXVdyReDGLMijtx4

You can search Stripe for that ID – https://monosnap.com/file/OkNfH0tdH12wQeBu5kFwDl5EqgDkEA

Or search for the user email address.

Strangely I have just had a live booking and there were no errors at all, messages sent correctly as well.

It sounds like there’s an error being thrown on some requests but not others, for example, you may be running out of memory and is affecting some requests and not others.

If you check the servers error logs around the time this payment was made, does it show any errors?