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Jamie Jennings
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March 6, 2020 at 6:28 am
I’m still working on the “Attendee Mover” but figured I’d start a new topic and post, as opposed to just asking questions through the “staggered payment options” topic. I moved a registrant to the new event and would like to eliminate the “Cancellation” email to the customer. I have changed the text on that to “registration transferred” if that’s not an option. Next, I included a new custom payment reminder, but that’s not being sent to the customer and just a generic “Event Payment Reminder” is sent even though I have the customized one selected. Why is it not sending the custom email?
Sorry for all of these questions and much gratitude in advance.
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Jamie Jennings
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March 6, 2020 at 6:45 am
This might be the issue. When I send a test email I get the following message even though I still received the test email.
The following errors have occurred:
The email did not send successfully.
The WordPress wp_mail function is used for sending mails but does not give any useful information when an email fails to send.
It is possible the “to” address (melanie_ridlon@hotmail.com) or “from” address (Beyond Broadway Studios ) is invalid.
The test message was not sent
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Josh
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March 6, 2020 at 12:05 pm
You could check that From address field and make sure it has either [CO_EMAIL] or a real email address.
One thing you could also do is deactivate the “Registration Cancelled” message.
With regards to custom messages, those need to be set within the event for that context. So for example if there’s a custom payment reminder email set up, the new event needs to have that message template selected.
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Jamie Jennings
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March 6, 2020 at 12:49 pm
Hi Josh,
I does have the custom message selected on the event, but it’s still sending the generic message.
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Josh
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March 6, 2020 at 1:27 pm
Which custom message type is selected, and which message type is being sent? Also, was the admin recipient template customized, or was the registrant recipient template customized?
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Jamie Jennings
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March 6, 2020 at 2:13 pm
The custom message selected is the “Payment Reminder” going to the primary registrant, but the email I’m receiving is the generic “Event Payment Reminder”
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Josh
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March 6, 2020 at 2:47 pm
The email you’d receive would be the event admin email though. Has that been customized?
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Jamie Jennings
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March 7, 2020 at 6:08 am
I’m testing it with myself as the registrant. Wondering if it has anything to do with “Attendee Mover”. Now, I’m not getting the generic Event Payment email, but getting another custom email that is not selected on the event. Also, the title of the custom email is coming through as the subject line and not the subject line of the email. It must be something to do with the attendee mover as I just registered for the event the regular way (not attendee mover) and I got the right email response. Suggestions?
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Jamie Jennings
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March 7, 2020 at 6:18 am
Issues definitely tied to “Attendee Mover” registration and not the event itself.
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Jamie Jennings
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March 9, 2020 at 6:49 am
Hope you had a great weekend. After more testing, the email issue only occurs with the “attendee mover” registrations to an event. When I register for the actual event itself, I get the right payment reminder. But, when I send a payment reminder from a registration that was moved from one event to another, it’s not pulling the right email. Also as I mentioned previously, the subject line contains the name of the customized email and not the actual subject line. Overall, the only reason to move the registration is so I can send an invoice with the remaining balance, so I need the payment reminder email to be functioning. Hope this is an easy resolve. Thanks as always!
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Tony
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March 10, 2020 at 8:34 am
Hi Erin,
I’ve spent some testing this but I can’t reproduce the subject line issue.
First, I’ll explain a little of what happens when EE generates a payment reminder as it should help clarify a little of what is going on.
When you trigger that message type, you pass the Transaction to EE and tell it to generate a payment reminder from that. So EE pull the details from the transaction and then all of the events linked to registrations in that transaction. As each event can have it’s own custom payment reminder set on it, EE will only send a custom template if it is the same custom template set across all events in that transaction (so in your example it must be the same custom template set on the ‘original’ event and the event you ‘moved’ the registrations to).
If the same template is not set on all of the events in the transaction then EE will use the ‘Global’ message template (the templates listed in the ‘Default message templates’ section) because, in short, EE doesn’t know which of those custom templates it should use.
Note that during the above processing EE also checks to confirm that the ‘Default’ message template as not be set to override all custom templates, if it has, it simply uses the default template as its been set to do so (there is a setting for this just above the save button, it’s the ‘Override all custom’ checkbox, if that is checked it’s telling EE to always use that template).
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So, if EE is not using your custom message template, it likely means one of the events linked to registrations in the transaction does not have the exact same message template set on it.
You can confirm this by opening the event editor on each of the events, scrolling to the bottom of the page to the ‘notifications’ section. Find the Payment Reminder section and click the Edit button.
On the new tab/page that opens, look in the address bar and it will have something like this:
?page=espresso_messages&action=edit_message_template&id=17&evt_id=36...
The &id=17 is the ID of that custom message type, your’s will obviously be a different number to mine.
Now do that on the other events in that transaction, do they all have exactly the same ID?
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Note that you didn’t move the registrations to a new event for this to work, you could have created a new ticket in the same event they registered on and ‘moved’ the registration to that ticket (simply select the same event on Step 1 of the mover add-on, then select the new ticket).
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For the subject line issue, I caught myself out a little here as at first I thought I could reproduce but it turned out I simply had the Template name set to match the Subject line of the custom template.
Can you please double-check this and confirm this isn’t the case? Make sure you are editing the correct ‘context’ for the custom payment reminder email, see HERE.
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