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custom message occasionally is not being received

Posted: May 11, 2020 at 5:59 am


Brad Richecoeur

May 11, 2020 at 5:59 am

I have an occasional issue that my ‘custom message’ is not received by the person booking for an event. Most times it is due to the email going into their spam/junk box, or they have entered their email address incorrectly. But occasionally it is neither of these reasons, and all other people who have booked for the event have received the custom message with no problem.
Can anyone shine some light on this issue please?
thanks
Brad


Tony

  • Support Staff

May 11, 2020 at 8:06 am

Hi Brad,

When you have a report of an email not being received, do you see that email listed in Event Espresso -> Messages -> Message activity?

If so, if it has a green ‘status bar’ (the coloured bar to the left of each message) then EE has triggered the email and passed it over to wp_mail(), which then sent the email however your server is set up to do so with no errors reported. That means the issue is outside of your site, for example, an issue with the email server you are using.

Do you know how your site is set up to send mail?


Brad Richecoeur

May 12, 2020 at 3:40 am

Hi Tony
thanks so much for your reply.
i have just checked and the message is not in Event Espresso -> Messages -> Message activity.
i have checked and all the details are correct in her registration details.
can you look into this, the registration number is 3955.
as mentioned in the original post this does happen occasionally (in approx 1-2% of registrations) and it would be great to get to the bottom of this.
thanks
Brad


Tony

  • Support Staff

May 12, 2020 at 4:20 am

i have just checked and the message is not in Event Espresso -> Messages -> Message activity.

Ok, so the message wasn’t triggered at all.

Registration Approved messages for paid registrations are trigger when the user loads the thank you page after completing payment.

Which payment method are they using?

i have checked and all the details are correct in her registration details.

May I ask, which details are you checking?

If you go to the EE Transaction for this registration (find the registration in Event Espresso -> Registration and click on the TXN Date), then click on ‘view additional transaction session details’, does it show all steps complete?

can you look into this, the registration number is 3955.

I don’t have any access to your data, it is all stored in your site’s database and we don’t have access to it.

Generally, we require a support token to work directly on a site.


Brad Richecoeur

May 12, 2020 at 5:59 am

I see in the additional transaction session details that payment was completed but ‘Finalize Registration : Never Initiated’. I have just done a payment myself and see that after paying it takes a few seconds for the payment to process and then the message comes up automatically that the ‘registration is finalized’, without any need to ‘load the thank you page after completing payment’.Is it possible for the ‘custom message’ to be sent directly when the payment has been submitted rather than have to wait the extra seconds for ‘registration is finalized’?
Thanks.


Tony

  • Support Staff

May 12, 2020 at 6:26 am

Which payment method are they using?


Tony

  • Support Staff

May 12, 2020 at 6:34 am

Also, which specific message type are you referring to above?

Payment Received or Registration Approved?


Brad Richecoeur

May 12, 2020 at 6:50 am

my payment gateway is Stripe, when i look at payment details it does not tell me the payment method.
i have disabled all the messages except for the ‘custom message’, could this be the issue? If so can you let me know which message type needs to be enabled so that it is sent asap after the payment is confirmed?
thanks


Tony

  • Support Staff

May 12, 2020 at 7:07 am

Stripe is a bit of a hybrid (its onsite but technically offsite) and it changes how messages are triggered a little but the same applies, the thank you page will trigger registration based messages (which I assumed you were using as its the default setup).

i have disabled all the messages except for the ‘custom message’, could this be the issue?

What message type is your custom message? Every message has a type and the message type determines when it is used so to answer your question I need to know what message type you are using now.

For example, this is a custom message for the ‘Payment Received’ message type on my site:

https://monosnap.com/file/DmgE5gSnotXsc1SAbpJzAhx4Y6DkDV

I’m editing the ‘Primary Registrant’ context (read about contexts HERE).

If so can you let me know which message type needs to be enabled so that it is sent asap after the payment is confirmed?

There are 2.

Payment received is sent when a payment is processed and approved, that message is confirmation of a specific payment and should not be used a a ‘registration confirmation’ email.

Registration Approved is sent when the users has completed registration and loaded the thank you page with either:

1. A registration onto a free ticket, total amount owed == amount paid (in this case 0) so the registration is Approved.

2. A registration onto a paid ticket having paid in full. Again amount total amount owed == amount paid (whatever that value may have been they just paid with Stripe), the registration is Approved and the Registration Approved message is triggered.

3. A registration which does not have total amount owed == amount paid but you have the ‘Default Registration Status’ on the event itself set to Approved. That basically tells Event Espresso that regardless of the payment status Approve all registrations and the admin will handle them from there.

The message type most people want to use for ‘confirmation emails’ is ‘Registration Approved.


Brad Richecoeur

May 13, 2020 at 8:25 am

Hi Tony
the custom message type is ‘registration approved’.
the problem seems to be that some people have paid/registered but not waited for the ‘registration is finalized’ page, so do not get the necessary info.
can you please explain why you say that we should not use the payment received message type to send event information to the registrant, as this seems to avoid the problem that i have been having.
thanks
Brad


Tony

  • Support Staff

May 14, 2020 at 5:49 am

the custom message type is ‘registration approved’.
the problem seems to be that some people have paid/registered but not waited for the ‘registration is finalized’ page, so do not get the necessary info.

So may I ask what message was triggered when you posted this:

I have just done a payment myself and see that after paying it takes a few seconds for the payment to process and then the message comes up automatically that the ‘registration is finalized’, without any need to ‘load the thank you page after completing payment’.

Registration based messages trigger when the thank you page loads so I’m not sure which message you received above now how it was triggered if its a registration based message (like Registration Approved).

can you please explain why you say that we should not use the payment received message type to send event information to the registrant, as this seems to avoid the problem that i have been having.

I don’t recommend it due to the fact that a single payment does not always mean the registration is Approved, for example, if you applied a partial payment as a deposit to a registration and triggered the payment received email it’s going to contain all of the event information when that’s likely not expected.

Or let’s say you manually add registrants to the event and then manually set them to Approved, again that’s not going to trigger the payment received email (because there wasn’t a payment in that example) so its a different email again, you may just use the Registration Approved email for that, but then that’s 2 email templates you need to manage.

The payment emails were intended to be used in relation to the specific payment that triggered them rather than as a registration based message.

You could use that email as a confirmation email if you wish but you will need to be aware that it may be triggered on actions you don’t expect it to, or no email will be triggered when you expect it to (EE bases a lot of actions on registrations) or you want to pull regsitration data that you don’t have access to in that email then the answer will be to switch to registration based messages again.

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Updated by  Tony 1 week, 6 days ago ago

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