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bsports
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November 21, 2016 at 11:59 pm
Hi 🙂 So customers are paying on for our event, but we are not getting the money. Out of 3 transactions, 1 was with Paypal Express and it was incomplete. I thought someone from EE cleared this up in the beginning stages of our website, do I have to do payments manually? I clicked “Apply Payment” and it changed to complete, and the invoice said $399 “Pending,” $399 “Paid,” and $399 “Total Paid.” So, seems like manual approval is the way to go.
I know I can change these settings on the Event page, but every time I change “Default Registration Status” to “Approved,” it updates and switches back to “Pending Approval” Automatically. Is this how I change automatic payments? Please help. It’s important b/c we are working with customers who are used to Paypal and having automatic payments and notifications directly after completing the transaction with Paypal.
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bsports
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November 22, 2016 at 12:00 am
I submitted this to EE Premium, but we have the $69 + a couple add ons.
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Josh
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November 22, 2016 at 8:42 am
If you’re not getting the money in your PayPal account then that means your API credentials entered in Event Espresso > Payment Method settings are incorrect and need to be corrected. You can follow the guide in the documentation to obtain the correct API credentials for PayPal Express:
https://eventespresso.com/wiki/paypal-express-payment-gateway/#locate
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bsports
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November 22, 2016 at 2:21 pm
Everything was working – even with the test payments of $.01 and $.02. Can you please check on your end if everything is working? I doubled checked the API credentials and everything is correct.
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Josh
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November 22, 2016 at 2:53 pm
Yeah everything works on our test sites when we use the PayPal Express payment method. Since the time between you noted that it was working, and the time when you noticed it no longer works, were any changes made to your server, or WordPress installation (update or add new plugins for example)?
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bsports
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November 23, 2016 at 1:50 am
Yes, we did add plugins along the way, but the system has been operating like this since the beginning. I just don’t understand still:
1. Why the Registration Status on default settings reverts back to “Pending Payment” automatically after I click confirm. This is why I think I have to “Apply paymnet” extra.
2. Why we aren’t receiving any funds. Can you see also 1 customer paid $399? The invoice seems correct, but Paypal is empty. I just removed and added new API as well. Is it different on your end? Since we never received any payments before, will the customer also not be billed through Paypal? B/c the invoice says they paid $399.
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bsports
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November 23, 2016 at 2:43 am
Can you please give me more detailed help? We have discounts to be applied for Cyber Monday and I would like to alleviate any checkout problems.
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Tony
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November 23, 2016 at 6:43 am
1. Why the Registration Status on default settings reverts back to “Pending Payment” automatically after I click confirm. This is why I think I have to “Apply paymnet” extra.
That’s not the issue.
The Default Registration Status on default settings always displays ‘Pending Payment’ on page load rather than displaying the current setting. It does actually save the setting you set as if you create a new event after setting that setting to ‘Approved’ and clicking save you will see the DRS on the new event will be set to ‘Approved’. (The default setting will continue to display ‘Pending Payment’, that’s a bug we are working on but is not the cause of your problems) Note the default setting only applies to events create after changing it, it doesn’t not change your current events (each even has its OWN default registration status setting, the above setting is just the default for that when creating the event).
Most users want that Default Setting to be ‘Pending Payment’ as then registrations only apply to event when they have actually paid.
2. Why we aren’t receiving any funds. Can you see also 1 customer paid $399? The invoice seems correct, but Paypal is empty. I just removed and added new API as well. Is it different on your end?
You keep referring to ‘our end’, but I think there may be some confusion as to what ‘our end’ is.
Event Espresso is hosted on your server, all of the settings/data/events/registrations (everything) is stored on your own server and we can not view them without logging into your site.
As EE is hosted on your site, if you are not receiving payments it will be an issue with the config on your server, again we don’t have any control over EE on your site.
Can you provide login details so I can take a look at one of these transactions? If so you can use:
https://eventespresso.com/send-login-details/
Within the form please provide details within of one of the transactions that did not update so I know where I am looking.
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bsports
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November 24, 2016 at 6:53 am
Okay login credentials submitted. By your end – I meant only your side/your genius brain that can solve plugin problems better than I can 🙂
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Tony
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November 24, 2016 at 8:00 am
You currently have 4 registrations and 1 of those registrations selected PayPal to pay.
Have you confirmed with the user that they actually paid and did not close the browser? (Have the provided you with the transaction number from PayPal?)
That transaction currently has an incomplete PayPal Express payment within it and an Admin payment you’ve manually added (its not approving the original payment but you have actually added another payment to the transaction through the admin)
Have you tested a live payment on your site? If so where is the transaction for that?
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bsports
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November 24, 2016 at 8:53 am
Yes, I have done quite a few test transactions. There are in the trash or completely deleted.
I did ask the user. I haven’t received an email from them if they paid or not.
1. So, I should delete the admin payment?
2. I’m unsure how to prohibit this from happening again. I’ve used other payment plugins before and never had problems. Is there a weird update or setting for Paypal Standard now or something?
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Tony
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November 24, 2016 at 9:09 am
1. So, I should delete the admin payment?
Unless you have received a payment from the user, yes.
2. I’m unsure how to prohibit this from happening again. I’ve used other payment plugins before and never had problems. Is there a weird update or setting for Paypal Standard now or something?
Without knowing what the problem is I can’t say.
We do not run live payments but if you could create a new registration for $1 and pay using PayPal Express I’ll check over the logs on your site to see if they show any issues.
As it stands based on the information shown on the site currently it appears the user simply did not continue the transaction through on PayPal. You mentioned you’ve ran tests payments above but I can’t view any of those to see what is happening currently.
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bsports
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November 25, 2016 at 6:18 am
Hi Tony – thank you for going so in-depth with me. I registered on my site. I received:
1. User – successful payment from EE
2. User – successful payment from Paypal
3. User – registration successful from EE
4. Admin – successful payment from Paypal
5. Admin – new registration successful from EE
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Josh
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November 25, 2016 at 9:42 am
So to be sure, is everything working now?
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Tony
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November 25, 2016 at 9:53 am
That’s all expected so it looks like PayPal Express is working fine on your site 🙂
That payment also shows up in your PayPal account correct?
I logged in and had a look at the transaction and it all looks exactly as it should so it would appear the user simply did not complete the PayPal payment. If you have confirmed with the user that they have made the payment you will need to request the transaction number and check within your account to confirm if the payment is there.
If so we can investigate further but as it stands there does not appear to be any issue with payments.
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bsports
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November 25, 2016 at 11:46 am
Great, thank you for the help! Next time I know what to do 🙂
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Tony
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November 25, 2016 at 12:55 pm
You’re most welcome 🙂
I’ll mark this thread resolved but if you do run into further problems please feel free to open up another.
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