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Allen
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January 2, 2018 at 1:11 pm
Hi, I just purchased a support token, and now I am being instructed to post here. I have already scoured these posts and followed all instruction and advice, to no avail.
My system is not sending out the confirmation emails properly. They are highlighted orange for “Failed Sending, Can Be Retried”. I do receive the “Payment received” email from Paypal, and I downloaded Email Log plugin, which shows email are being sent. I also downloaded Postmark, and it is still not working.
I have wasted a tremendous amount of time on this, and have now paid extra money to have someone analyze why the software I purchased (full price, along with “support”) is not doing what it is supposed to properly. I feel kinda ripped off that I have to now PAY extra to make it do what it is supposed to be doing. But whatver – I need it to work, and I’m too far invested now to start over.
Please have someone call me. I’ll provide my phone number privately or do whatevr you need me to do. This is aggravating and wasting so much time.
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Josh
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January 2, 2018 at 1:22 pm
Hi Allen,
I can follow up with you via email after I check your site.
For what it’s worth, you do not need to purchase a support token or pay anything extra to get help with getting things up and running. We make the priority support option available for those that require priority support.
If you want credit for the priority support token I can send a note over to the sales team and they can credit your account if you prefer.
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Allen
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January 2, 2018 at 1:25 pm
Thanks Josh, but I have checked the forums and followed all advice I could see. I just want to speak to someone and get this resolved quickly and move on. If I have to pay someone for the opportunity to speak to them, so be it. Getting this issue resolved quickly is paramount.
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Josh
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January 2, 2018 at 1:39 pm
Hi Allen,
You could have posted a support topic here at no additional cost and we’d help you nonetheless.
With regards to a phone call: I’m afraid that getting a site’s emails up and running is something that cannot be fixed over a phone call. If we had a had a way to fix a site’s inability to send email over the phone, I’d make that call right now, but I’m not aware of a way to make that happen.
Moving forward on this, I’m looking over the Messages activity list table right now, and it appears that messages stopped sending on December 22. Is that correct? Did they send before that?
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Allen
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January 2, 2018 at 1:48 pm
I’ve never received the emails. I moved from GoDaddy to HostGator somewhere around there, maybe something got “broken” when I moved the site. I tried my email as admin two different ways – XXX@18fathoms.com and XXX@me.com …
And I know you cant fix the probelm by phone, but answering questions and providing details would be much easier and quicker
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Josh
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January 2, 2018 at 1:54 pm
Hi Allen,
Can you log into your Postmark account and follow step three of this guide?
https://postmarkapp.com/support/article/1002-getting-started-with-postmark
(Adding your Sender Signatures and Verified Domains)
You might also need to complete step 4 too, but that may not be necessary.
The reason for the above is I checked the postmark plugin and this error is returned when sending an email:
ErrorCode”:400,”Message”:”The ‘From’ address you supplied (info@superbilliardsexpo.com) is not a Sender Signature on your account. Please add and confirm this address in order to be able to use it in the ‘From’ field of your messages.”
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Allen
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January 2, 2018 at 1:58 pm
I did all that the day I signed up for Postmark, but will try again – be right back after I do so.
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Allen
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January 2, 2018 at 2:22 pm
ok, done. And Step 4 added DKIM and Retunr-Path, both verifed.
Tried “Send Immediately” to one of the messages that is listed as failed (Jan 2, 12:03pm), and got this error:
An error has occurred:
No message was sent because of problems with sending. Either all the messages you selected were not a sendable message, they were ALREADY sent on a different scheduled task, or there was an error. If there was an error, you can look at the messages in the message activity list table for any error messages.”
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Josh
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January 2, 2018 at 2:30 pm
With the way things are set up now you’ll need to delete the failed messages from the queue. Then, going forward, new registrations will automatically get sent on the same request. If there are any messages from prior registrations that need re-sending, you can send from the Event Espresso > Registrations page.
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Allen
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January 2, 2018 at 2:53 pm
I don’t “need” prior ones re-sent … but will new ones get processed? Or do I HAVE to delete the queue? And if so, how do I do that?
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Josh
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January 2, 2018 at 3:07 pm
New registrations will automatically have confirmation emails sent on the same request when the registration is completed whether you delete the queue or not. You should clear that queue now though, and you can quickly clear the queue by going to the Event Espresso > Messages page, then follow these steps:
1) Click on the Screen Options tab (upper right corner)
2) Change to Pagination setting to 90 or so
3) Click the checkbox in the table heading (next to To)
4) Click Bulk Actions and select Delete
5) Click Apply
6) Repeat 3-5 until the queue is cleared
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Allen
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January 2, 2018 at 3:28 pm
ok, that may have fixed it! I purchased a “test” entry and got the emails … one small issue now. I got a copy of the “EvenT Payment Details” sent to me as a CC to the “allenXXX@me.com” email address – I must have added that as a carbon copy email during testing at some point, but I don’t recall where, or how do I remove it. Any ideas?
I would still like the option to speak with someone for a short while, just for a quick overview and some simple questions and suggestions and guidance… is that not even an option if I pay for it?
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Josh
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January 2, 2018 at 3:39 pm
You must have added that to the CC field, and that field can be blanked out, then saved if you go to Event Espresso > Messages > Default Message Templates, then go to edit the “Event Admin” recipient of the “Payment Received” template. Then save your changes after you blank out the field.
We’re really not set up for phone support. To be honest, the handful of times we used phone calls for support, there was no record of what was discussed in the call. This would result in later emails inquiring about the information again. See also: https://eventespresso.com/wiki/why-we-dont-have-phone-support/
If you’d like to send your questions here or a new topic I’ll be sure to research the answers then follow up with each of your questions.
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Allen
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January 3, 2018 at 3:03 pm
Hi Josh – another question (do I need to start a new post?) — wondering if I can disable the “Invoice” option for certain events. Seems like a global setting. For example, I would like to allow invoices for Exhibitors, but not for players. I do not want to see “Pending Payment” for Players, because it will get confusing on our end.
Please advise,thanks!
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Josh
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January 3, 2018 at 4:07 pm
You can deactivate the Invoice payment method for specific events if you install the Payment Methods Pro add-on.
https://eventespresso.com/wiki/payment-methods-pro-add-on/
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Allen
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January 3, 2018 at 4:20 pm
Ok, well I figured out a hack – I made a Invoice Template which basically just says “Invoicing not available here” for the Amateur Events. It would be nicer to remove the link altogether. Is that possible?
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Tony
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January 4, 2018 at 2:08 am
Hi Allen,
The Invoice template would mean the user selected Invoice, but if your using the payment methods pro add-on Josh recommend you can remove the Invoice PM from the event completely, so I’m not sure I follow the ‘hack’ you’ve put together.
Can you provide more details?
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