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pathwise
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February 18, 2022 at 1:13 pm
I have received the following query from a client using Event Espresso on their site. It seems that the user paid for the course and was charged, but their registration was set to Abandoned.
“Please see the attached registration details – their credit card has been charged but their status is showing as abandoned, therefore they didn’t show up on my registration list.”
I appreciate any help with this.
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Tony
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February 21, 2022 at 5:36 am
Hi there,
Which payment method did they use here?
If you go to Event Espresso -> Registrations, find the registration and click to edit it, then click the ‘View Transaction’ button on that page.
Can you see the payment listed there? If so, can you add a screenshot fo the page so I can take a look?
https://eventespresso.com/wiki/troubleshooting-checklist/#screenshots
(Note you can mark your reply private so only EE staff can view it)
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pathwise
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February 22, 2022 at 10:26 am
This reply has been marked as private.
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Tony
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February 22, 2022 at 10:57 am
Which payment method did they use here?
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pathwise
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February 22, 2022 at 11:22 am
It was relayed to me that they had used their credit card, which would have gone through Stripe.
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Tony
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February 22, 2022 at 11:57 am
Hmm, so that’s really strange, especially for a Stripe transaction.
If you check the server error logs and look around the same time that transaction was created, do you see any errors from Event Espresso (or add-ons)?
There are payment logs created within Event Espresso -> Payment Methods -> Logs
If you check for any log entries around the time of the transaction there, click on the ID to the left, NOT the TXN ID to view the log entry. Any error shown there relating to that TXN?
If you are unsure on the payment logs I can take a look if preferred, just send temp login details using this form:
https://eventespresso.com/send-login-details/
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pathwise
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February 22, 2022 at 1:45 pm
I have asked the client to look at their Stripe records.
Unfortunately, our Event Espresso records only seem to go back to Feb 16? Which is strange. I will circle back and let you know what the Stripe records say.
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Tony
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February 22, 2022 at 2:10 pm
Unfortunately, our Event Espresso records only seem to go back to Feb 16?
There is a setting for how long the logs are kept.
Event Espresso -> Payment methods -> Settings.
Gateway Logs Lifespan.
Unfortunately, without logs to see what happened on the request, I can’t tell you anything more than something obviously went wrong as all of the details I need would be in those logs.
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