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Confirmation emails not sending when using paypal

Posted: November 7, 2018 at 4:28 am


First Design

November 7, 2018 at 4:28 am

Website is not sending confirmation to us or the entrants when they book using PayPal. Sometimes it sends the registration details e-mail but not the payment confirmed e-mail. It’s a bit sporadic. Often the only way we know about the entry is through a separate notification from PayPal directly.
When using Sage Pay all seems to be working fine.
Any Ideas what may be the problem?


Josh

  • Support Staff

November 7, 2018 at 6:53 am

Hi,

May I ask are you using PayPal Standard or PayPal Express on the site? If you’re not sure, you can go to Event Espresso > Payment Methods and check which payment methods are activated there.


First Design

November 7, 2018 at 7:49 am

Hi Josh – Yep we are using PayPal Express


Josh

  • Support Staff

November 7, 2018 at 8:23 am

If you go to Event Espresso > Messages, are there emails listed there as sent when the registrations were payed for using PayPal?


First Design

November 7, 2018 at 9:12 am

Hi Josh – yep there are email listed there as sent – last few days seems to be working better but before that it was missing emails so not sending the Registration Approved/ Payment Received emails or just sending one to them and not to us… just looking at it i see the eventespresso plugin is due to be updated i don’t know if that might be the problem


Josh

  • Support Staff

November 7, 2018 at 9:32 am

Are the missing emails listed as being sent there?


Tony

  • Support Staff

November 7, 2018 at 9:34 am

last few days seems to be working better but before that it was missing emails so not sending the Registration Approved/ Payment Received emails or just sending one to them and not to us…

Can you see the ‘missing’ emails in the list Josh mentioned? To explain a little, there’s a lot of different possible issues with emails, what we are checking for is to see if EE sent the emails (if they show as sent in the message activity list) but then they were dropped by the mail host, or if the emails were never sent in the first place.

just looking at it i see the eventespresso plugin is due to be updated i don’t know if that might be the problem

Unlikely unless it’s a really old version, but we recommend you always update to the latest release.


First Design

November 7, 2018 at 9:59 am

Hi, I can’t see the missing emails they are not in the list


Josh

  • Support Staff

November 7, 2018 at 10:24 am

You can verify the emails sent for a transaction by going to Event Espresso > Transactions, then find the transaction and click the .


First Design

November 8, 2018 at 8:25 am

Yep I have just done that and clicked on quite a few transactions and a lot were just sending the Registration Approved emails but not the received emails and there were a few that didn’t send any emails – though last few days it has also been working and sending the Payments Received emails (but before that they just weren’t sending)


Tony

  • Support Staff

November 8, 2018 at 8:45 am

Is the default registration status set to ‘Approved’ on the event?

The Registration Approved messages should only be triggered when the payment is received and with PayPal Express that happens when the user arrives back at the site and EE pings PayPal to confirm…. unless the default registration status is Approved.

If it’s working correctly now with no changes, it could have been an issue with PayPal’s API which is not fixed although I’ve not seen any alerts showing issues.

To troubleshoot this we’ll need to view the payment logs for a registration that didn’t get a payment received email, if you have one on the site currently I’ll take a look through the logs to see if anything stands out but if not we’ll need to wait for a recent registration.

If you’d like for me to take a quick look over the logs you can send details using this form:

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


Tony

  • Support Staff

November 8, 2018 at 4:23 pm

For the transaction you sent a screenshot for, there are 4 payment logs.

For a normal PayPal Express payment, there are 9.

It looks like the user started the registration, paid on PayPal but then never returned to your site. The first 4 logs are created when the user click to select PayPal Express and then clicks to finalize (the button which redirects the users to PayPal), all of the others are created after the user is directed back to the thank you page and all of those are missing which is what loads me to the above.

Do you have auto return enabled on your PayPal account so that once a payment has been made the user automatically gets directed back to the site? If not, I highly recommend enabling that option:

https://developer.paypal.com/docs/classic/admin/checkout-settings/#customize-the-checkout-experience


First Design

November 9, 2018 at 3:56 am

Hi Tony, Thanks for looking in to that
There were a few others where only the Registration Approved emails have gone like Transaction with the ID: 6523 – is that the same issue
Thanks Phil


Tony

  • Support Staff

November 9, 2018 at 4:13 am

As far as I can tell, yes.

On that transaction, there are multiple logs from IPN sent from PayPal, however, EE doesn’t rely on the IPN’s from PayPal as they very unreliable, it needs the user to return to the site to confirm the payment.

Did you check if auto return was enabled on your account?

I’ll request some feedback from one of our developers on this (may take a little due to time differences).


First Design

November 9, 2018 at 5:05 am

Ok Thanks – I will look in to whether this is enabled – the site belongs to our client so will ask them to check their Paypal account

Cheers
Phil

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