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Caetani Cultural Centre
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March 20, 2017 at 9:22 am
I see that previous items on this topic are closed, so I am posting this as this is still a problem on our system.
We had a cancellation. I followed the instructions on the forums to reset (There IS NO OPTION to choose an appropriate category) or re-publish but we are still not getting the cancelled registration to open up an additional space. The system STILL SAYS EVENT SOLD OUT.
It would seem a simple thing to do, to change the system numbers after a cancellation is received?
Otherwise we need to sit on our registration page 24/7 to reset or republish, which isn’t working anyway.
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Josh
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March 20, 2017 at 10:20 am
Hi there,
May I ask, when you cancelled the registration in the admin, did you set the registration status for that registration to Cancelled?
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Caetani Cultural Centre
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March 20, 2017 at 10:27 am
Yes I set the statute to cancelled
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Josh
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March 20, 2017 at 10:31 am
Do you happen to have any plugins coded by Wisdmlabs, and can you post a screenshot of the ticket/datetime editor for the sold out event?
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Caetani Cultural Centre
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March 20, 2017 at 12:02 pm
I don’t think we have any wisdmlabs plugins.
I don’t see an option to upload anything here?
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Josh
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March 20, 2017 at 12:41 pm
For screenshots you’ll need to host the image somewhere an post the link here, we have some options posted here:
https://eventespresso.com/wiki/troubleshooting-checklist/#screenshots
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Josh
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March 20, 2017 at 2:03 pm
OK thank you. So normally that sold count should total out to be 11 because one registration was cancelled, but on your site it’s 12. If you can complete the secure form on this page, Event Espresso staff can investigate further.
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The Loved Child
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March 21, 2017 at 6:08 am
We are having the same problem. We have a limit of 10 people for our event. One cancelled. Now the total “sold” is 9, but the total registrations is still 10 (I don’t know if that makes a difference), and the status is still Sold Out.
I can upload a screenshot if that would help.
Thanks!
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Josh
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March 21, 2017 at 9:27 am
The total registrations being 10 doesn’t make a difference if there are only 9 Approved registrations. Does the event open back up for sales if you go to Event Espresso > Maintenance > Reset then click on “Reset Ticket and Datetime Reserved Counts”?
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Josh
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March 21, 2017 at 11:30 am
Hi Susan,
I’m reviewing the transactions for your sold out event and this doesn’t look like an issue where the cancelled registration didn’t open up a space. It looks more like the result of one of the PayPal IPNs hitting the site more than once and that led to a paid registration counting for two sold instead of one. I see that you’re using PayPal Express now, which will avoid that happening again in the future.
Would it be OK for this one event to increase the reg limit by 1? Do you know of other events where the sold count does not match the Approved Registration count?
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The Loved Child
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March 21, 2017 at 12:17 pm
Hi Josh,
I couldn’t find “Reset Ticket and Datetime Reserved Counts” (maybe I wasn’t looking in the right place – I only saw options to reset capabilities, reset EE tables, or delete all data).
But, I saw the following message at the top of the event:
“Please note that the Event Status has automatically been changed to Sold Out because more spaces have become available for this event, most likely due to abandoned transactions freeing up reserved tickets. However, this change is not permanent until you update the event.”
The message doesn’t quite make sense (I think it should have updated to be published rather than sold out?), but it gave me an idea. I changed the event status to ‘Draft’ and then updated it again, and the status changed to ‘Upcoming’/’Published’.
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Josh
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March 21, 2017 at 1:12 pm
@the Loved Child It sounds like your site has an older version of Event Espresso 4. Can you update your website to have version 4.9.34.p?
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The Loved Child
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March 21, 2017 at 6:15 pm
Thanks. I updated to the latest version. Hopefully that will take care of the issue we were seeing.
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Josh
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March 22, 2017 at 8:47 am
@the Loved Child,
Does the event open back up for sales if you go to Event Espresso > Maintenance > Reset then click on “Reset Ticket and Datetime Reserved Counts”?
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