Support

March 31, 2016 at 2:53 pm

Hi Iain,

Are you using the Multi Event Registration add-on?

Have you selected the custom templates within the event itself?

Can you link us to an event we can view this on please?

March 31, 2016 at 4:16 pm

Hi Iain,

It turns out that if more than one event is in the cart, it will send an email that’s generated from the default email template. When you received the email was it for an order where there were multiple events in the cart?

March 31, 2016 at 5:12 pm

If you deactivate the Multi Event Registration add-on does the custom email template get used instead?

March 31, 2016 at 8:36 pm

Hi Iain,

Myself of Tony can take a look at the admin Messages settings and investigate further if you can send WordPress admin level log in credentials via the contact form on this page:

https://eventespresso.com/send-login-details/

April 1, 2016 at 4:24 am

Hi Iain

I’ve just tried to load your site to take a look at this but all page time out, I’m unable to load the login screen or the home page.

You may want to contact you host and have them investigate this as the site simply does not load for me.

April 1, 2016 at 1:44 pm

Hi Iain,

Could you be so kind and point out one of the differences between one of the custom email templates and one of the global templates? This will help us to investigate the issue.

April 1, 2016 at 2:07 pm

Thanks, I checked and it looks like the custom templates also have the grey background in the header. Is there a specific line in the template I should be looking at to spot the difference? The reason I ask is because I’m having a bit of a difficult time seeing any differences between these. There are a lot of custom templates here though and for the sake of time it will help to know exactly which templates have the changes and which lines have the changes.

April 1, 2016 at 2:53 pm

Hi Iain,

This helps. Do you see how the custom Payment Received message for the Event Admin doesn’t have anything in the To: field? This means it’s deactivated and will not send. If you put something like [CO_EMAIL] into the To: field, it will send that message.

The custom Payment Received message for the Primary Registrant has the grey background set in the template, but if you remove the
bgcolor="#999999" in the custom template and save that will remove the grey background.

April 1, 2016 at 3:22 pm

You’re looking at the wrong Payment Received template. The template that gets sent to the ticket buyer is labeled “Primary Registrant” for the recipient. The code you posted here is for the “Event Admin” context.

But I guess what you are saying is that without anything in the “To” field, it will use the Default Templates?

No, I didn’t say that, and that is not correct.

If so, should I check each custom template and insert [CO_EMAIL] into the “To” fields?

No.

April 1, 2016 at 4:30 pm

Hi Iain,

No I’m not saying they are the wrong templates. I said the wrong “Payment Received” template (singular). After you click the Edit link (from your screenshot) you’ll see button near the top that says Switch Recipient. Next to the Switch Recipient button, there’s a selector. You select “Primary Registrant” then click the button, then edit that template, then save.

Further to the above, the template you’ve been editing is for the “Event Admin” recipient, and that one isn’t set up to be sent. So the reason why you’re not seeing your changes in the sent email is because the “Event Admin” email for “Payment Received” isn’t being sent.

April 1, 2016 at 4:47 pm

Thanks for the suggestion.