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Deleting panding or incomplete payments

Posted: September 26, 2018 at 6:10 am


September 26, 2018 at 6:10 am

How do you delete a pending or incomplete payment? When someone does not finish registering, it shows up as pending or incomplete and is throwing our counts off. How do I delete the transaction?

I tried searching the forums and found this, but do NOT see the trash icon on the transaction screen.

Here are the steps to delete an attendee record:

1) Go to the transactions details screen and remove any payments by clicking on the trash can icon in the payments area
2) Then go to the registration overview screen and then trash the registration
3) Permanently delete the registration


  • Support Staff

September 26, 2018 at 6:25 am

Hi there,

May I ask how those registrations are throwing your counts off? Those registrations will not apply to your eff events sold values.

The above steps are correct for removing payments, the trash icon can be seen right next to the red arrow shown in this screenshot –

Do you not have that? Is there a payment shown in the transaction?


September 26, 2018 at 6:32 am

If someone registers and then abandons or doesn’t pay, it is still being counted as a registration. There is no payment info as they did not pay. We are updating our Paypal gateway to express vs standard, which will help with another issue of counts being thrown off. I’d just like to delete pending/incomplete payments once the registrant comes back to register, their name is listed twice (one abandoned, one registered)


  • Support Staff

September 26, 2018 at 6:40 am

Any registration made on the site will count as a registration (shows as ‘regs’ in the event) but they do not count towards the sold values unless the registration is ‘approved’ which by default happens when the user pays in full.

Switching to the paypal express payment method is still a good idea as it’s much more reliable than standard, however just because the user did not pay does not mean there will not be an EE payment object assigned to the transaction. If they selected Paypal and then stopped when they arrived at Paypal you will still have a payment object on the transaction in EE, it just won’t have a status of accepted.

So if you view the transaction for the registration you want to remove, does it not have a payment object assigned to it? (Like in my screenshot there is a paypal express payment object, that’s what shows the trash icon)


  • Support Staff

September 26, 2018 at 6:42 am

Note that switching payment methods will not prevent all registrations showing in the ‘regs’ count, that’s expected behavour an actually has nothing to do with the payment method the user selected.


September 26, 2018 at 7:12 am

ok. And no, there is no trash icon. I’ll wait to see when the Paypal Express plugin gets installed if that option is available. Thanks!


  • Support Staff

September 26, 2018 at 2:14 pm

Sorry, I should have been clearer, it’s the payment object that’s provides the trash icon, not the payment method.

Can I take a look at the registration in the admin? If so you can send temp login details using this form:


September 27, 2018 at 5:58 am

Just sent you admin info-I had your email so sent an invite there as well.



  • Support Staff

September 27, 2018 at 10:17 am

Thank you but which registration am I looking at?

Just the #ID of the registration is fine, you don’t need to post the contacts details.


September 27, 2018 at 10:49 am

18081 and 18069
It happens to all of our events though, the counts are off.


  • Support Staff

September 27, 2018 at 12:57 pm

Ok, so those are event ID’s rather than registrations, but I can see what you mean.

The ‘Sold’ values being incorrect is likely due to using PayPal Standard, it’s not due to having Pending/Incomplete registrations on the site. We’ve seen this happen with PayPal standard because of how PayPal standard works with IPN’s and is one of the reasons we moved away from standard a while ago (New users of EE don’t even get it as an option by default).

The Pending/Incomplete registrations on your site do not affect the sold values, however the sold values are already off and removing registrations will not fix those, they can only be fixed manually in the database. Moving forward you shouldn’t have the same issue when using PayPal Express.

The support post ‘Deleting panding or incomplete payments’ is closed to new replies.

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Updated by  Tony 1 year, 3 months ago ago

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