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Customers cant get past registration page

Posted: February 11, 2020 at 4:34 pm


February 11, 2020 at 4:34 pm

I have had two customers report in the last 24 hours that they can’t get past the registration page. When I logged in there was a message about updating my payment information, although when I checked my history, my subscription was renewed and paid last week. I updated it anyway. I can’t see any problem with registration, is there a log file you can look at to see what problems someone is encountering trying to register?



  • Support Staff

February 11, 2020 at 4:39 pm

Hi Fran,

You could go to the Event Espresso > Transactions page, then look at each of the Transactions. There’s a link you can click on those pages to view additional details about the transaction which may have some information about where they had trouble.


February 11, 2020 at 4:46 pm

Hey Josh,
I don’t see either name in either the Registrations, or the Transactions page. I also noticed that we haven’t had a registration since 2/3/20. Normally we have one at least every other day. Now I’m really concerned, especially since I see our traffic is up significantly and we recently obtained #1 ranking for a high volume keyword. Is there something else you can check? The website is


  • Support Staff

February 12, 2020 at 2:59 am

Hi Fran,

Did you recently enable reCaptcha on the gform in your footer?
Or maybe recently included the form itself in the footer?

The problem with registrations is due to Google reCaptcha and very likely due to the fact that 2 versions of it are loading.

To confirm if that is the issue either temporarily disable reCaptcha on that gform and test a registration whilst logged out of the site (reCaptcha isn’t shown when logged in) or temporarily remove the form from the footer and test.

Do you get past the attendee information step?


February 12, 2020 at 8:50 am

Hey Tony,
I think you’re onto something here, but I still can’t get it to work. Here’s what I discovered:
– I did have one reCaptcha key setup in Gravity Forms and a different one setup in EE
– the one in GF was tied to my email, and I couldn’t find where the EE one was setup
Here’s what I did to troubleshoot:
– I deleted the reCaptcha from the Gravity forms settings – there is nothing there now
– I deleted the reCaptcha from the actual form
– I removed the form from the footer
– I deleted the reCaptcha from the Google reCaptcha admin panel, so it doesn’t exist anymore
– I created a brand new reCaptcha in a different gmail account and replaced the EE reCaptcha with that key
– I cleared the cache on my server, and the Beaver Builder cache multiple times (I don’t have any caching plugin on my website)

When I go to an incognito window and try to “proceed to payment options” after I fill in the registration form, I keep getting the message “In order to process your registration, we ask you to provide the following information.
Please note that all fields marked with an asterisk (*) are required.” even though I have filled everything out except Address2 (which doesn’t have an *)
What version of reCaptcha should EE use? v2 or v3? Is it required that it’s the invisible reCaptcha?

Any other suggestions?



  • Support Staff

February 12, 2020 at 9:17 am

Hi Fran,

EE4 uses v2 reCAPTCHA. You can set its options to use invisible or not invisible, and even set it to protect the ticket selector and/or the registration form. In other words, you have some options for where you want reCAPTCHA to have an effect.

One solution that may work is remove the contact form from the registration-checkout page, leaving a single form to fill out on that page. There are a number of conditional widget plugins available on that will let you control which pages will have the contact form in the footer.


February 13, 2020 at 11:29 am

Hey Josh,
I’m at a loss here now. I’ve completely removed the contact form from the footer and put it on it’s own page. I also don’t have any reCaptcha setup for GF at this time. Still, I couldn’t get past the page where I fill out my name and address. So I removed the existing key from EE and tried a registration with no reCaptcha and it went through. Next, I created a new reCaptcha key and turned it back on in EE and added the keys. I cleared the cache on my server (which I’m doing between every step), and tried to register again, and it won’t go through. There isn’t any error message, it just won’t do anything when I click the button.

I’m choosing the v2 invisible key, and I’ve typed “” in the domain restrictions section.

Now what? Thanks for your help.


  • Support Staff

February 13, 2020 at 11:49 am


Something on your site is interfering with the loading of reCAPTCHA’s scripts it seems. It may be the cache (either via the page builder cache or the server side caching), I can’t tell from testing the registration-checkout page.

You could try changing the reCAPTCHA settings so it protects only the ticket selector instead to see if that makes a difference. If you cannot get past the ticket selector step with the settings changed to protect the Ticket Selector only, then the next step would be to set up a staging site and troubleshoot there (where you’d start with a default WP theme then activate plugins one by one until something breaks again).


February 13, 2020 at 12:02 pm

Thanks, Josh. It didn’t work with the ticket selector, so I’m going to try a staging site and take your recommendations. Fingers crossed it’s nothing I can’t live without.

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